EasyVista Service Manager

an Innovative Solution for IT Service Management in the Retail Sector

Scenario

Technology Reply is committed to providing innovative and customized solutions for the digital transformation of its clients. Currently, it is collaborating with a client in the retail sector to manage its IT services. In most companies’ IT infrastructure, there is increasing complexity in managing IT services due to the volume and heterogeneity of existing technologies, as well as the proliferation of multi-cloud environments. Therefore, the use of IT Service Management (ITSM) tools becomes crucial to manage and automate key flows and processes for IT service delivery. In other words, ITSM tools facilitate the execution of operations and workflows related to managing and delivering quality IT services.

Technology Reply is a strategic partner of a major client in the retail industry, providing both the implementation of these tools and post-go-live support, taking care of the technical aspects and various project phases. Reply's methodology is based on the ITIL (information technology infrastructure library) framework, the de facto standard for all IT Service Management issues, consisting of well-structured guidelines and best practices. With this rigorous and systematic approach, it is possible to address all areas underlying the provision of IT services, using replicable procedures to create an infrastructure of technologies, processes, and people necessary for the management of quality IT services throughout their entire lifecycle.

Solution

Technology Reply offers an innovative solution for IT process management in the retail sector: EasyVista Service Manager. This tool allows the management of all ITIL processes in a codeless manner and provides the ability to migrate previous data into the new system through simple integration models. The client is supported throughout the transition process from one system to another, from design to configuration and implementation of ITIL processes in EV Service Manager.

One of the objectives is to promote a new work approach that guarantees an improved user experience in ITSM, characterized by adaptability, power, and intelligence. Depending on different use cases, the interface can be customized by including portals, dashboards, and third-party applications. This ensures a user experience that provides IT staff access to all crucial information. Furthermore, the comprehensive coverage of the ITIL framework enables agile and efficient integration of all ITIL processes, from incident management to knowledge management. Regardless of the users' ITSM needs, the EasyVista framework allows for easy utilization and deployment of all necessary solutions to ensure the success of ITSM. Thanks to its modular organisation, EV Service Manager also allows for the integration of only specific ITIL processes required by the organization.

Advantages

Technology Reply's ITSM solution stands out for the following reasons:

  • Integrated, adaptable, and powerful ITSM platform that distinguishes itself through its intelligence. ITIL processes are fully integrated, and the drag-and-drop workflow designer simplifies customization. Consistent reporting and solid integrations with third-party applications can be relied upon.
  • User-centric experience, thanks to Service Apps and intuitive and responsive portals. Specific self-service portals for end-users, dashboards for executives, and applications for staff can be developed using the simplicity of drag-and-drop.
  • Possibility to create guided knowledge articles, allowing employees and customers to easily obtain the answers they need, improving their overall experience.
  • Ability to automate data tracking, enabling staff to focus on value-added activities.
  • Multilingual support and separate domains to ensure data segregation and organizational-level security.
  • Low overhead thanks to a codeless approach, guided configuration, and a rapid implementation program, resulting in reduced administrative burden.

    • Thanks to the extensive expertise in implementing ITSM tools and adopting the ITIL methodology, Technology Reply is developing a tailored solution to meet the specific needs of the customer, simplifying and automating IT service management, improving the quality of services provided, and reducing response times. Once the project is completed, the client will benefit from the positive results of implementing ITSM tools and the ITIL methodology provided by Technology Reply.