Freshservice and Microsoft Project are leaders in their respective domains, IT service management and project management. Freshservice takes the upper hand in user satisfaction, notably for its ease of use and immediate configuration, while Microsoft Project excels in offering robust project tracking and management features suitable for experienced users.
Features: Freshservice stands out with its incident management, intuitive navigation through a mobile app, and strong workflow automation, along with asset management capabilities. Microsoft Project, however, is known for its robust project tracking, resource utilization, and budgeting capabilities, making it ideal for experienced project managers. Both products offer valuable features suitable for their targeted audiences.
Room for Improvement: Freshservice could enhance its reporting, analytics, and time management features for better customization. It has room for improvement in task and time management. Microsoft Project's complexity poses a challenge for new users, and improvements are needed for its integration with platforms like SharePoint. Its dependency on on-premises infrastructure limits its viability for those seeking cloud solutions.
Ease of Deployment and Customer Service: Freshservice is cloud-based, offering flexibility and straightforward deployment. Its customer service is mixed, with quick responses but some communication barriers. Microsoft Project is available both on-premises and in the cloud, providing flexible deployment options. Its customer service generally meets expectations, though there is room for improvement in providing detailed guidance.
Pricing and ROI: Freshservice offers various pricing tiers, providing flexibility for different business needs, but some find higher-end plans expensive. It provides a notable ROI due to enhanced efficiency and user satisfaction. Microsoft Project has a higher price point, yet is deemed reasonable for its extensive feature set, offering good ROI for organizations requiring advanced project management functionalities.
Microsoft Project does help save time and money due to its completeness as a project management solution.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
There is a website and a connection to AI for support.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The worst part is handling too many items, like 1,000 items, which Microsoft Project struggles with, especially when printing.
Microsoft Project tends to become very unstable on large project plans with more than 400 lines.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
The issue with Microsoft is that the license is per personnel, making it expensive.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
This tool is the most accurate project management tool, allowing me to run a full set of project activities without having to switch between different tools for scheduling and other tasks.
The most valuable features are in the successor and predecessor determination and the tracking tools, such as obtaining data on the S curve financial curve.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
Microsoft Project helps you get started quickly and execute projects with ease. Built-in templates and familiar scheduling tools help project managers and teams stay productive.
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