

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.
The real-time database management for risk management has improved, with twenty-four-seven customer care resolving incidents within twenty-four hours, making my clients very happy.
This vertical has been operational for two years and helps us reduce IT issues by leveraging predictive analytics to proactively address potential threats.
We have seen a significant return on investment with CloudAware, saving around four crores in two years due to reduced manpower needs from effective multi-cloud management and consolidating our security measures.
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.
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
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.
Whenever I have interacted with them, I got the required response from them.
Our feedback has been answered quickly in a professional manner without pressure to commit.
I request them to extend it to 24/7 to enhance ticket resolution speed.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
However, they have improved over the period of two years.
Their documentation is also good, making setup easy without needing frequent support requests.
The scalability as a centralized hub provides access to pre-built compliance standards, simplifying resource monitoring across multiple cloud providers.
CloudAware scales well for us, and we have expanded from monitoring a few workloads to a large multi-cloud environment without any issues.
CloudAware's scalability meets our organization's growth and changing needs.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
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.
Freshservice can handle growth in users or tickets easily.
We have not faced any issues, as it is equipped to manage eighty to one hundred types of multi-cloud environments simultaneously without reporting outages in day-to-day operations.
CloudAware has been stable in our experience, and we have not had major outages or interruptions;
CloudAware is absolutely stable and reliable, allowing us to integrate multiple systems quickly with less downtime compared to before.
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
Approximately seventy percent of organizations are focused on threat management across their cloud servers, a space where CloudAware excels, and additional customization would enhance overall security while increasing CloudAware's revenue.
CloudAware should enhance their customer support by adding an FAQ and knowledge base section to address commonly asked queries.
I need some cost optimization solution for a workload running in AWS.
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.
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.
The pricing was fair given the feature set.
Our initial licensing was smooth, costing approximately $1,000 for basic setup.
The setup cost was initially about $5,000.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
The solution offers flat licensing and appears to be cost-effective.
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
We have workload running in Kubernetes, Docker, EC2, RDS. I need a single platform that will monitor all these services which are being running in the cloud platform.
CloudAware's best feature is that it is very easy to integrate with other Oracle Cloud or Google Cloud servers.
CloudAware has positively impacted us by reducing costs by 10 to 15% and improving compliance reporting speed, saving several hours per audit.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
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.
| Product | Mindshare (%) |
|---|---|
| Freshservice | 1.2% |
| CloudAware | 0.5% |
| Other | 98.3% |


| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 1 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 5 |
| Large Enterprise | 16 |
CloudAware offers robust cloud management solutions, enabling efficient infrastructure monitoring, cost optimization, and compliance adherence across various platforms. Users appreciate its CMDB for resource tracking, automated security protocols, and enhanced cost management features, which collectively enhance operational efficiency and foster better team collaboration.
Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.
Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.
What are the essential features of Freshservice?Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.
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