EasyVista

The best part about this tool is its workflow engine. It is very easy to design workflow by using drag & drop. Each step can be configured and linked with input conditions. You can add different type of actions: Email, Condition, Query, and some more specifics. Also the EasyVista Service AppStore builds business centric User portal by business service through the service catalog. Lastly, is the service catalog which entry centralized SLA, default support group, impact, etc. It can be maintain easily.

• Self-service access - the screen is not so end user friendly designed. I recommend to use the EasyVista Service AppStore portal in place. • Self Service Catalog - One can only add one Item to his cart. • Reporting - Even if ITSSM tools are not designed for complex reporting, it will be more helpful to bring advanced analytics functions.

EasyVista is the kind of tool that really works and express a clear process. Though it is obvious that is designed to support ITIL-based processes, its versatility can be used for any other process that supports the customer's business. This also allows the definition of workflows that are the core of its operation.