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."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."
"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."
"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."
"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."
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.
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