EasyVista is designed from the ground up based on the best practices of the IT Infrastructure Library (ITIL®). All the language used is based on this benchmark, which cuts learning time significantly and helps service management professionals adapt to new concepts more quickly.

• Even more user-friendly, even more effective, reducing the time taken to input and process incidents to a minimum
• Creating incidents via different channels: telephone, e-mail, Web, CTI interface
• The call login screen has all the tools required to accelerate incident resolution
• Personalized navigation history
• Personalized bookmarks
• A new search engine
• Service Desk available 24/7 via the Self Service portal, in the user’s language
• Call distribution rules redirecting calls to the right groups and people
• Calendar based schedule management
• Smartphone or PDA access (Blackberry, Windows Mobile, iPhone, etc.) via an interface designed specifically for use with small screens
• Integrated financial management, costing incidents, actions taken and whether they can be charged on to users

“Since implementing EasyVista and the new processes involved, our lost call rate has gone from 40% to 2%!! “

Damien Gilbert
Operations Manager
NaPali – Quiksilver

Managing problems effectively helps increase IT system availability and user satisfaction. EasyVista minimizes the impact of recurring problems and proactively identifies what causes incidents taking steps to resolve them and prevent them from happening.

• Turnkey interface enables problems to be managed following an incident
• Updates incidents associated with problems automatically
• Problems prioritization
• Problems can be traced from end to end
• Simple, powerful tools for classifying and analyzing problems
• The complete problem lifecycle is now covered by EasyVista’s integrated workflow engine

An event is a change of state that affects configuration management. Events are different from incidents in that they do not always visibly affect the service provided by IT.

Events can happen for a number of reasons, being caused by such things as monitoring tools, application errors, intelligent routers, etc.
EasyVista centralizes all these sources to:

• Give an overall view
• Identify changes that may be necessary
• Identify incidents, requests for change and releases that may cause these events

EasyVista includes full life cycle management for providing services, helping all parties involved at all stages of the cycle.

• With the Self Service portal, you can make requests via a catalogue of services
• The workflow and graphical engine cover  financial aspects, validation and  logistical steps
• Users complete their requests and rate the service delivered
• A new ‘basket’ feature can be used to select multiple services at once