Try our new research platform with insights from 80,000+ expert users

AWS Control Tower vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 17, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.8
AWS Control Tower simplifies multicloud management, enhances security, centralizes governance, though ROI may require full implementation and strategic planning.
Sentiment score
6.6
Freshservice delivers ROI through effective ticketing and asset management, improving efficiency and satisfaction despite cost concerns and measurement challenges.
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
 

Customer Service

Sentiment score
6.7
AWS Control Tower receives high praise for support but faces delays at higher levels, with mixed user experiences.
Sentiment score
6.8
Freshservice support is fast and helpful, but some users face communication challenges, particularly with complex issues and translations.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Scalability Issues

Sentiment score
7.9
AWS Control Tower offers scalable, cost-effective management, integrating seamlessly into infrastructures despite some account handling and pricing limitations.
Sentiment score
7.2
Freshservice scales well with flexible licensing but has customization limits in large setups, supporting multiple departments effectively.
It is beneficial because it is totally managed by AWS, meaning I do not have to worry about scalability or durability.
Senior DevOps Engineer at Alibaba Group
The solution is scalable enough; it just has limitations in terms of commercial pricing.
Head of Platform Engineering at Ascend Group Co., Ltd.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice is easy to use for scalability.
IT manager at a comms service provider with 1,001-5,000 employees
 

Stability Issues

Sentiment score
7.5
AWS Control Tower offers generally stable performance, with occasional disruptions and challenges, particularly in configurations and non-integrated accounts.
Sentiment score
8.2
Freshservice is stable, reliable, with minor third-party integration and data import issues, excelling in high ticket volumes.
It is a stable solution managed by AWS.
Senior DevOps Engineer at Alibaba Group
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
 

Room For Improvement

AWS Control Tower could improve integration, security, customization, setup ease, UI consistency, pricing, and regional deployment management.
Freshservice requires improved reporting, project management, automation, integrations, user support, and customization for larger organizations.
It is important that the system syncs automatically instead of requiring me to manually choose sync options.
Senior DevOps Engineer at Alibaba Group
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Setup Cost

AWS Control Tower provides centralized management; costs vary with complexity, beneficial for enterprises but potentially costly for small businesses.
Freshservice offers transparent, flexible pricing that is often more cost-effective than competitors, appealing to various organizational needs.
It is free and does not incur additional charges.
Senior DevOps Engineer at Alibaba Group
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
 

Valuable Features

AWS Control Tower streamlines account management with automation, security, compliance, and centralized solutions, enhancing ease of use and governance.
Freshservice streamlines IT operations with automated ticket management, self-service tools, integrations, and analytics, enhancing productivity and efficiency.
The unified security management is a crucial aspect, and whenever an AWS organization is used, Control Tower is typically included to ensure comprehensive compliance fulfillment.
Senior DevOps Engineer at Alibaba Group
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
 

Categories and Ranking

AWS Control Tower
Ranking in Cloud Management
18th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
18
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in Cloud Management
12th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
39
Ranking in other categories
Help Desk Software (5th), Project Management Software (9th), IT Asset Management (5th), IT Service Management (ITSM) (5th), AI IT Support (5th)
 

Mindshare comparison

As of January 2026, in the Cloud Management category, the mindshare of AWS Control Tower is 1.5%, down from 1.8% compared to the previous year. The mindshare of Freshservice is 0.5%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Cloud Management Market Share Distribution
ProductMarket Share (%)
Freshservice0.5%
AWS Control Tower1.5%
Other98.0%
Cloud Management
 

Featured Reviews

SI
Head of Platform Engineering at Ascend Group Co., Ltd.
Streamlines governance and security management but requires effort in managing hidden costs
I believe AWS Control Tower could be improved. I compare it with Huawei Cloud's enterprise project, which is a similar concept but different implementation. In Huawei Cloud, you partition in one single account, but in AWS, you have to separate many accounts. You end up with maybe 20 or 30 accounts if you try to separate. It has limitations; you pay a fixed amount for 15 accounts, but if you exceed that, you have to pay more. It could be useful for implementing a Cloud Center of Excellence (CCOE) for multiple organizations, but for one organization, I would advise against it; it is too much overhead and adds hidden costs. There are limitations on the Landing Zone feature as well. If we implement AWS Control Tower, we need to implement Landing Zone and the security policy, guardrails, and Account Factory; it is not one single product. Using another cloud's enterprise project, you can just create the project and manage it already. It requires some learning curve to get hands-on. For pricing and licensing of AWS Control Tower, it has hidden costs. The Control Tower itself does not cost much, but the child accounts created from AWS Control Tower add costs for checking all configurations, logging, and metrics.
RF
IT Service Delivery Manager at Symposiam
Automation and AI have transformed our service delivery and have made IT support faster and more efficient
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.
report
Use our free recommendation engine to learn which Cloud Management solutions are best for your needs.
881,114 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
11%
Manufacturing Company
9%
Insurance Company
8%
Manufacturing Company
9%
University
8%
Educational Organization
8%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise2
Large Enterprise7
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise14
 

Questions from the Community

What do you like most about AWS Control Tower?
The most intriguing feature is the automatic generation of user accounts. Leveraging Active Directory and global company settings, AWS Cloud Tower enables the creation of AWS user accounts based on...
What is your experience regarding pricing and costs for AWS Control Tower?
Control Tower within the AWS Organization does not have a charge. It is free and does not incur additional charges.
What needs improvement with AWS Control Tower?
I believe AWS Control Tower could be improved. I compare it with Huawei Cloud's enterprise project, which is a similar concept but different implementation. In Huawei Cloud, you partition in one si...
What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, ag...
What needs improvement with Freshservice?
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they wo...
 

Also Known As

No data available
Flint
 

Overview

 

Sample Customers

Expedia, Intuit, Royal Dutch Shell, Brooks Brothers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about AWS Control Tower vs. Freshservice and other solutions. Updated: December 2025.
881,114 professionals have used our research since 2012.