Freshservice vs VMware Aria Automation comparison

Cancel
You must select at least 2 products to compare!
Freshworks Logo
120 views|95 comparisons
96% willing to recommend
VMware Logo
8,238 views|4,830 comparisons
93% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice and VMware Aria Automation based on real PeerSpot user reviews.

Find out in this report how the two Cloud Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Freshservice vs. VMware Aria Automation Report (Updated: May 2024).
771,212 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good.""Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably.""The solution is very responsive with a 97% success rate in funneling customer tickets.""I do 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.""The solution has been stable.""The solution’s timely automated triggers increase our IT team’s productivity.""It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.""We found the initial setup to be very simple."

More Freshservice Pros →

"We also use it to pre-install the applications that the people selected when they ordered the machine, so they get a fully functional machine.""We have it deployed in a highly-available environment and scalability is nice because we just had another ESX host and then we are able to increase the capacity.""It's much more stable than the highest available variant.""The self service portal: People don't have to come to us to request something. They can just go fill out a form. Within 30 minutes, they have what they requested.""The most valuable feature is being able to deploy a virtual machine from a low level. We can automate everything including network configuration, firewall configuration, storage, storage attachment, OS deployment, middleware, and so forth.""It is mostly for our tech support to test new versions, find bugs, and troubleshoot what is happening at customer sites.""usability; It's very user-friendly. It is not hard to go and find things. There is a one-click Help that you can use to find all the documentation you need to manage it.""Even with the virtualization, it would take us at least three or four days to create a VM. With vRA we have brought that down to seven minutes. The solution has helped increase infrastructure, agility, speed of provisioning, time to market, application agility. Everything got super fast."

More VMware Aria Automation Pros →

Cons
"Freshservice's technical support has issues with delays and translations.""The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.""The analytics could be better.""We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions.""You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management.""It's hard to interact directly with the users themselves.""They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

More Freshservice Cons →

"in general, it took us a long time to get it off the ground. We had a lot of issues upfront and we determined that we just needed to scrap it. I think we scrapped it two or three times before we actually got it built the way we wanted, and we're still not where we need to be. We have had downtime. There have been some issues, but we're also two iterations behind on version.""The connectivity between VMs is easy, but they can be made more effective if we have a single proof point where we can configure all the biggest data at a single point.""When it comes to the orchestration workflow, you're on your own. The documentation and resources are very limited, and you have to learn everything on your own.""Upgrades are always a pain.""The solution could include more integrations and supportability around the container space.""The initial setup was complex because we have a high availability cluster. Especially when it comes to upgrades, we have a lot of downtimes and problems. The upgrade experience has been painful.""For the administrator, it can be a little challenging. For the administrator, there are a lot of moving parts. It is fine once you figure out where the knobs are you need to twiddle, but it can be a challenge to get it up and running.""The initial setup was complex from beginning to delivery. The current version is a bit more complex than version 7 to deploy."

More VMware Aria Automation Cons →

Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "From the customer perspective, the value was worth it."
  • "I'm very interested in the integration with Puppet. However, my organization doesn't have the funding for something like Puppet right now. If VMware would integrate that feature set (Puppet) into vRA. That would be very awesome."
  • "Better pricing is always handy, but I feel it's at the right price point."
  • "We have seen significant ROI. We used to have physical servers, it took 90 days to get a server, order it, buy it, and get it in. We have it down to 10 minutes, building a server with virtualization, and now that's too slow. So, we let the customer do it at their speed. Therefore, it is pretty much up in a couple of minutes and they have a server."
  • "The solution has helped to increase infrastructure, agility, speed, and provisioning in the time to market."
  • "There is confusion between licensing levels. There are three different licensed versions of vRealize Automation, and there are different things which can happen in each of them."
  • "vRealize automation really should be a front door to the whole VMware suite of products."
  • "As far as value is concerned, it has been essential to our environment. We have been able to deploy VMs quickly and the developers have their own sandbox, so they can spin up and destroy VMs at their own will."
  • More VMware Aria Automation Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Cloud Management solutions are best for your needs.
    771,212 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Top Answer:vROP is a virtualization management solution from VMWare. It is efficient and easy to manage. You can find anything you need from the software interface. It provides complete visibility over… more »
    Top Answer:When it comes to VMware Aria Automation, you have three choices for free runs Hands-on Lab (HOL) Advanced lab A free trial I cannot describe in detail the second and third options as my company… more »
    Top Answer:I was looking at VMware Aria Automation case studies recently and I got the impression that three main kinds of companies were using it most often Social organizations Financial institutions and… more »
    Ranking
    14th
    out of 75 in Cloud Management
    Views
    120
    Comparisons
    95
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    1st
    out of 75 in Cloud Management
    Views
    8,238
    Comparisons
    4,830
    Reviews
    16
    Average Words per Review
    590
    Rating
    7.8
    Comparisons
    Also Known As
    Flint
    VMware vRealize Automation, vRA, VMware DynamicOps Cloud Suite
    Learn More
    Overview

    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:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    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."

    VMware Aria Automation is a cloud management tool that allows companies to simplify their cloud experience through a modern automation platform. The solution is designed to deliver self-service clouds, multi-cloud automation with governance, and DevOps-based security and infrastructure management. It helps organizations improve IT agility, efficiency, and productivity through its various features. 

    VMware Aria Automation has multiple use cases that include the following:

    • Self-service multi-cloud: VMware Aria Automation can be used to deliver consistent self-service consumption. Another use case in this area is for delivering infrastructure across VMware Clouds as well as public clouds.

    • Multi-cloud governance: The solution can be used to manage cost, performance, networking, configuration, and security at scale for multi-cloud environments. VMware Aria Automation offers all this with an everything-as-code approach.

    • DevOps for infrastructure: Through VMware Aria Automation, companies can enable a powerful infrastructure as code platform with support for iterative development and infrastructure pipelining.

    • Kubernetes automation: Users can utilize VMware Aria Automation to automate the management of Kubernetes clusters and namespaces with support for vSphere with Tanzu.

    • Security operations: VMware Aria Automation facilitates event-driven automation to deliver full-service IT system compliance enforcement and vulnerability remediation.

    VMware Aria Automation Features

    VMware Aria Automation has various features that allow users to easily perform operations. Some of the solution's capacities include:

    • VMware Cloud agnostic template: This feature allows organizations to use a single cloud template to deploy with Infrastructure as a Code. Deployment options include VMware Cloud as well as major public cloud platforms such as Amazon AWS, Microsoft Azure, Google Cloud, and more.

    • Extensibility and customization: This VMware Aria Automation feature allows users to get full extensibility and customization. This can be achieved through Aria Automation Orchestrator, Action-Based Extensibility (ABX), and built-in integrations with common third-party tools.

    • Self-service multi-cloud: This feature enables users to request and provision infrastructure resources. It can be done across clouds using a unified and consistent Infrastructure as a Service (IaaS) consumption layer, idempotent REST API, and self-service catalog.

    • Centralized policies and governance: VMware Aria Automation offers a feature for users to manage multiple clouds with templatized cloud and policy definition, automated remediation, and cloud environment visibility.

    • Configuration management: Through this feature of the product, day 1 and 2 control can be achieved for virtualized and cloud environments. This can be done with intuitive configuration automation, compliance enforcement, and vulnerability remediation.

    • Infrastructure pipelining: Through this feature, organizations can access user-friendly release automation pipelines. They can be specifically tailored for CI/CD in infrastructure use cases.

    VMware Aria Automation Benefits

    VMware Aria Automation offers its users various benefits. Some of the biggest advantages that the solution brings to companies that utilize it include:

    • VMware Aria Automation provides faster time to market for companies through offloading manual tasks with advanced workflows and agile templating.

    • The solution offers high levels of security and control.

    • This product is suitable for beginners, as it offers a self-service consumption experience for users.

    • VMware Aria Automation accelerates innovation through Infrastructure as Code and DevOps principles.

    • The product provides users with flexibility, as it is compatible with the most popular public cloud solutions.

    • The solution offers fast deployment because of all natively integrated functions.

    Reviews from Real Users

    Awais J., CTO/CEO at a tech services company, likes VMware Aria Automation because it saves a lot of time, provides more visibility, and has extensive automation capabilities.

    An IT consultant at a government rates VMware Aria Automation highly because the product gives you flexibility to analyze and consume resources.

    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Rent-a-Center, Amway, Vistra Energy, Liberty Mutual
    Top Industries
    REVIEWERS
    Manufacturing Company18%
    Comms Service Provider18%
    Financial Services Firm18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Manufacturing Company7%
    Government6%
    Educational Organization5%
    REVIEWERS
    Financial Services Firm18%
    Healthcare Company15%
    Comms Service Provider11%
    Government9%
    VISITORS READING REVIEWS
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business62%
    Midsize Enterprise3%
    Large Enterprise34%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise18%
    Large Enterprise61%
    REVIEWERS
    Small Business12%
    Midsize Enterprise9%
    Large Enterprise79%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    Freshservice vs. VMware Aria Automation
    May 2024
    Find out what your peers are saying about Freshservice vs. VMware Aria Automation and other solutions. Updated: May 2024.
    771,212 professionals have used our research since 2012.

    Freshservice is ranked 14th in Cloud Management with 29 reviews while VMware Aria Automation is ranked 1st in Cloud Management with 133 reviews. Freshservice is rated 8.0, while VMware Aria Automation is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of VMware Aria Automation writes "Allows for a lot of orchestration or customization within our environment to suit our customers". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas VMware Aria Automation is most compared with Red Hat Ansible Automation Platform, VMware Aria Operations, vCloud Director, Morpheus and vCenter Orchestrator. See our Freshservice vs. VMware Aria Automation report.

    See our list of best Cloud Management vendors.

    We monitor all Cloud Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.