Buyer's Guide
IT Service Management (ITSM)
November 2022
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Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Real User
Top 5
Easy to use and implement with a good user interface
Pros and Cons
  • "The overall functionality of the product is excellent."
  • "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."

What is our primary use case?

We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

What is most valuable?

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 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.

What needs improvement?

While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering.

For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly.

It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting.

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.

For how long have I used the solution?

We started using the solution 36 months ago. It's probably been close to three years.

What do I think about the stability of the solution?

The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable.

What do I think about the scalability of the solution?

The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be.

We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up.

We may increase usage in the future.

How are customer service and technical support?

Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide.

Which solution did I use previously and why did I switch?

While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow.

Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good.

How was the initial setup?

The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues.

We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month.

What about the implementation team?

We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves.

What's my experience with pricing, setup cost, and licensing?

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.

There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

What other advice do I have?

We're just customers and end-users.

I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro.

We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings.

I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical.

Overall, I would rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Top 10
Gives freedom to change processes and offers advanced automated solutions for a change advisory board
Pros and Cons
  • "For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
  • "This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."

What is our primary use case?

We use this solution mostly for ITSM, but we also have customers who use it for customer service management and item discovery.

What is most valuable?

The features I found most valuable in this solution are usually also found on other platforms like the Visual Task Boards.

For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. That's one of the perks of ServiceNow. Other perks include the Visual Task Boards and the Virtual Agent. ServiceNow also has the Workflow Engine which works very well and is very intuitive. Some of the development tools give you a lot of freedom in terms of changing processes. That's what we like.

What needs improvement?

This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe.

In Latin America which is the geographical region we work in, it's not very useful. Some of the customers are more interested in other solutions. Sometimes they put aside ServiceNow because it is focused on the needs of the customer base in Europe and the US. This is one of the disadvantages I see.

Another disadvantage is the level of maturity that the customer has to have to get value from a solution like ServiceNow. The customer needs to have a great level of maturity. A company that is starting its journey with ITSM wouldn't find ServiceNow very useful, because sometimes there's a considerable amount of code you need to know to be able to implement ServiceNow. This will depend on the complex needs that a customer may have, for the customer to find ServiceNow as a useful solution. Depending on the level of maturity they have, they would need that amount of customization. I don't see the need for coding as a problem. The problem I see is that the level of maturity that the customer needs to have is high.

There's quite a lot of features in ServiceNow. Currently, we haven't had any sort of need that ServiceNow and the features that they already have, don't resolve. There's no feature that I can think of right now that I'd like to be added in the next release.

There are some guidelines that ServiceNow has that automate the implementation, but they're available only for ITSM and ITOM. It would be good if those automated guidelines are also made available for other ServiceNow solutions like customer service management, configuration management, and asset management.

Another area for improvement is the lack of clarity in terms of how this solution is licensed. It is usually very complicated for customers to know how they are being charged for the licenses that they consume. In most of the ServiceNow solutions, this problem is persistent.

For how long have I used the solution?

There might be some bias because we are ServiceNow partners and we're also Freshworks partners. We're not users. We're partners. We implement both solutions for customers.

We used cloud-based deployment.

We've been working with ServiceNow for quite some time.

Which other solutions did I evaluate?

I evaluated BMC.

What other advice do I have?

Some of the customers are interested in Acquire when they think of ServiceNow.

My advice to others looking into implementing ServiceNow is for them to really know what the objective of the implementation is: what they're trying to fix and what problem they're trying to solve. They have to be very conscious of these things because if they are not, the solution may not be a good fit. It's going to be too big of a problem to solve. They need to have a high level of maturity to get everything they need from a platform like ServiceNow.

I'm rating this solution a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Will Sefara - PeerSpot reviewer
Managing Director at Will Consulting
Real User
Top 5
Reasonably priced, easy integration, and workflow automation
Pros and Cons
  • "I like their request management as well as their project management."
  • "We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."

What is our primary use case?

Clients use 4me for IT, Human Resources, and project management.

What is most valuable?

I am comfortable with their features. I like their request management as well as their project management.

What needs improvement?

They can do more with their asset and configuration.

It would be beneficial in the next release if they could make it more localized so that clients could brand it with their own colors. As things currently stand, you can only brand the service portal.

It would be fantastic if they could revisit the option to customize or allow clients to localize and brand the back office forms or background forms. Currently, we can only brand the customer portal.

We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people.

For how long have I used the solution?

I have been implementing this solution for the client, for the past six weeks.

4me provides Software as a Service and gives you access to their private cloud.

What do I think about the stability of the solution?

4me is a stable solution.

What do I think about the scalability of the solution?

The scalability of 4me is good.

Our client has approximately 250 IT, and HR users.

How are customer service and support?

We had interaction with technical support through the reseller. The reseller deals directly with the OEM. The process is very fast, it's excellent.

Which solution did I use previously and why did I switch?

I have also worked with BMC Helix ITSM.

If you don't want to do complex integrations and workflow automation, I believe 4me is the tool to use.

How was the initial setup?

When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated.

I would rate them a four out of five.

It is easy to configure, and easy to deploy everything.

It is dependent on the client's access and the availability of resources. You should be able to finish it in two to three weeks.

What's my experience with pricing, setup cost, and licensing?

4me has the best price. It is the most affordable because it is priced per month per user.

BMC Helix doesn't have it, and if you don't use your license, they usually don't reserve it for another month, you can use 4me to manipulate your licenses however you want.

4me has a flexible licensing model.

I would rate the pricing a three and a half out of five.

What other advice do I have?

I am a user of this solution, as well as an integrator.

I would rate 4me an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator / Consultant
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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT
Real User
Top 5Leaderboard
Simple deployment, high security, and integrates well
Pros and Cons
  • "The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."

    What is our primary use case?

    We are using Clarity SM mainly for managing IT tickets, such as incident requests, problems, and changes. There is a cloud version available, but we are not ready for this yet.

    What is most valuable?

    The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well.

    For how long have I used the solution?

    I have been using Clarity SM for approximately 20 years.

    What do I think about the stability of the solution?

    The stability of Clarity SM is very stable.

    What do I think about the scalability of the solution?

    Clarity SM is highly scalable.

    We have approximately 400 analysts that log on to the system and make use of it. This includes both sides, from the customer and the service provider. We now have what we call self-service, it is for people who interact with the system for purposes of logging tickets using self-service. We have approximately 1,700 people using the self-service interface.

    We are looking forward to onboarding more clients. We only have two clients but we would like one more.

    Which solution did I use previously and why did I switch?

    I have used ServiceNow and BMC Helix previously.

    How was the initial setup?

    The initial setup of Clarity SM is an area where Broadcom has improved. The previous versions had big problems but with the recent versions, it's very easy to start off the setup. Most of the tasks during the setup are automated, there's not much that you have to do to go through the initial setup. There are a lot of other utilities that you can use to draw data from other sources and import it into the system. Automation of tasks has made it much easier to do the initial deployment of the system.

    The deployment of Clarity SM meets all of our expectations. 

    What about the implementation team?

    We have a team of three that does the implementation and maintenance. There are two of us internally in the company and one additional person from outside that is from CA Technologies who has been assisting us to configure and other aspects.

    What's my experience with pricing, setup cost, and licensing?

    There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM.

    What other advice do I have?

    I would recommend this solution to others. They have improved the solution over the years and there are lots of new features coming out.

    I rate Clarity SM an eight out of ten.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Buyer's Guide
    IT Service Management (ITSM)
    November 2022
    Get our free report covering ServiceNow, Atlassian, ManageEngine, and other competitors of BMC Helix ITSM. Updated: November 2022.
    655,113 professionals have used our research since 2012.