Freshservice and AWS Control Tower compete in the IT service management and cloud governance categories respectively. Freshservice holds the upper hand in user experience and ease of use, whereas AWS Control Tower excels in security and governance.
Features: Freshservice offers incident management, asset management, and robust integration capabilities, besides a user-friendly mobile interface. AWS Control Tower provides centralized authentication, compliance features, and multi-account management with a focus on security and governance.
Room for Improvement: Freshservice users often request better reporting, customizable workflows, and support for complex delivery workflows. AWS Control Tower could benefit from enhanced security capabilities, improved guardrails, and third-party tool integration.
Ease of Deployment and Customer Service: Freshservice can be deployed on public, private, and hybrid clouds, with generally responsive customer support. AWS Control Tower is primarily used in public clouds, but there's room for improvement in technical support engagement and responsiveness.
Pricing and ROI: Freshservice offers a flexible pricing scheme that might be expensive for larger deployments but delivers good ROI through efficient tracking. AWS Control Tower uses a pay-as-you-go model; while cost-effective, its affordability may vary by market.
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.
It is beneficial because it is totally managed by AWS, meaning I do not have to worry about scalability or durability.
The solution is scalable enough; it just has limitations in terms of commercial pricing.
Freshservice is easy to use for scalability.
It is a stable solution managed by AWS.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
It is important that the system syncs automatically instead of requiring me to manually choose sync options.
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.
It is free and does not incur additional charges.
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 unified security management is a crucial aspect, and whenever an AWS organization is used, Control Tower is typically included to ensure comprehensive compliance fulfillment.
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.
AWS Control Tower offers the easiest way to set up and govern a new, secure, multi-account AWS environment. It establishes a landing zone that is based on best-practices blueprints, and enables governance using guardrails you can choose from a pre-packaged list.
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."
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