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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
7.1
AWS Control Tower enhances governance and security, streamlines account management, and reduces costs, providing significant value to organizations.
Sentiment score
6.3
Freshservice boosts efficiency with automation, cut hiring needs, improves SLA, but ROI quantification and user management vary by region.
AWS Control Tower significantly reduced the time required to onboard new AWS accounts, as what previously could take days of manual configuration can now be completed in a matter of hours with a standardized setup.
Head Of IT, Infrastructure at a financial services firm with 5,001-10,000 employees
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
6.0
AWS Control Tower's support is highly rated, despite some delays and self-managed technical issues, with frequent praise for quick responses.
Sentiment score
6.8
Freshservice support is responsive and helpful but requires better communication and understanding of user needs for technical issues.
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
7.5
AWS Control Tower offers scalable, centralized account management with customizable features, albeit with limitations like single account provisioning.
Sentiment score
7.3
Freshservice efficiently scales with user growth and ticket volume, supporting departments despite potential customization and enterprise-level limitations.
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 is generally stable and effective but occasionally faces feature malfunctions, security issues, and regional disruptions.
Sentiment score
8.3
Freshservice offers stable performance with minor data import and integration challenges, excelling in daily operations and seamless updates.
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

Users desire enhanced AWS Control Tower features, including security, customization, integration, regional support, and simplified setup with comprehensive guidelines.
Freshservice needs improved customization, integration, asset management accuracy, reporting, support, AI features, and performance for larger networks.
It is important that the system syncs automatically instead of requiring me to manually choose sync options.
Senior DevOps Engineer at Alibaba Group
Easier integration with existing enterprise environments.
Head Of IT, Infrastructure at a financial services firm with 5,001-10,000 employees
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 offers valuable operational and security enhancements, with cost efficiency varying by usage and region.
Freshservice offers competitive pricing with flexible plans, emphasizing cost-effectiveness and lower total ownership costs for enterprises.
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 improves governance, security, and efficiency with features like guardrails, SSO, and automated account provisioning across AWS environments.
Freshservice is valued for its user-friendly interface, automation, integration capabilities, and features enhancing IT team 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 best features AWS Control Tower offers are automated landing zone deployment, Account Factory for standardized account provisioning, preventive and detective guardrails, integration with AWS Organizations, centralized logging and audit capabilities, well-built-in security governance, a dashboard for compliance monitoring, and multi-account management at scale.
Head Of IT, Infrastructure at a financial services firm with 5,001-10,000 employees
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
23rd
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
19
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in Cloud Management
15th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
40
Ranking in other categories
Help Desk Software (7th), Project Management Software (12th), IT Asset Management (6th), IT Service Management (ITSM) (8th), Configuration Management Databases (5th), IT Alerting and Incident Management (15th), AI IT Support (5th)
 

Mindshare comparison

As of August 2026, in the Cloud Management category, the mindshare of AWS Control Tower is 1.4%, down from 1.4% compared to the previous year. The mindshare of Freshservice is 1.3%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Cloud Management Mindshare Distribution
ProductMindshare (%)
Freshservice1.3%
AWS Control Tower1.4%
Other97.3%
Cloud Management
 

Featured Reviews

Sharkrit Impat - PeerSpot reviewer
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.
Raja Farrar - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Financial Services Firm
13%
Manufacturing Company
8%
Comms Service Provider
8%
Insurance Company
7%
Construction Company
11%
Manufacturing Company
10%
University
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise8
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
 

Questions from the Community

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 would like to see greater customization and flexibility for the landing zone, easier integration with existing enterprise environments, more advanced reporting and governance dashboards, and expa...
What is your primary use case for AWS Control Tower?
My primary use case for AWS Control Tower is multi-account governance, as it provides a standardized landing zone that allows us to provision accounts consistently, enforce security guardrails, cen...
What is your experience regarding pricing and costs for Freshservice?
I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.
What needs improvement with Freshservice?
I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...
What is your primary use case for Freshservice?
In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and hand...
 

Also Known As

No data available
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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: August 2026.
909,725 professionals have used our research since 2012.