We performed a comparison between Freshservice, IBM Tivoli Asset Management for IT, and Microsoft Configuration Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The overall functionality of the product is excellent."
"Depending on the size of your organization, is pretty standard and useful."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"I do 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."
"There is a nice user interface."
"Freshservice's best feature is its user-friendliness."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"IBM Tivoli Asset Management for IT is a user-friendly solution that has a good user interface."
"Microsoft Configuration Manager helps with patch management."
"Microsoft has done a good job with authentication solutions, such as single sign-on, or open authentication."
"I like the data collection."
"SCCM does everything from A to Z for a Windows operating system."
"With the SCCM inventory, we found a lot of rogue applications. We were able to identify them, find out who was running them, and either put them on our application list or remove them."
"Microsoft Configuration Manager gives different tools in one solution."
"The product is very stable compared to older versions."
"I like Mircosoft's technical support. Microsoft has a few updates, like some of the critical KBs. They are published within the interval time, and in case of an escalation on the client missions, we will raise a ticket with the Microsoft team. They will create a hotfix or a critical update. They will chat with us, and that is one thing I like about Microsoft. Whenever any issues occur at my organization, they will help you out soon as possible within the SLA."
"The chat portal is not that great."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Not integrated with Google."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"It's hard to interact directly with the users themselves."
"The analytics could be better."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The solution’s initial setup is complex and technical support is not good enough."
"Our company would prefer not rebooting computers while people are using them. There seems to be no strategy behind it."
"Based on my experience with SCCM 2016, the main, big issue is not having a good user-friendly environment. It needs much better GUI."
"The assets have reached their end-of-life, and patching them is a complex and laborious task. It would be highly advantageous if there were an integrated solution that provided distinct options for each end-of-life asset, streamlining the process and facilitating comprehension."
"Not everything is readily available, and there are a lot of commands that are only executable via PowerShell."
"The database should be made to be more stable and robust, but not so much the configuration."
"The solution can be improved by speeding up the synchronizing of the policies on the devices."
"SCCM can improve on third-party application support."
"In spite of us being a premier customer we find the support unsatisfactory."
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