We performed a comparison between Freshservice and IBM Turbonomic based on real PeerSpot user reviews.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.
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"You can just register and within five to minute minutes, you are ready to go."
"Ability to scan barcodes and a great search feature."
"Depending on the size of your organization, is pretty standard and useful."
"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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"Turbonomic helps us right-size virtual machines to utilize the available infrastructure components available and suggest where resources should exist. We also use the predictive tool to forecast what will happen when we add additional compute-demanding virtual machines or something to the environment. It shows us how that would impact existing resources. All of that frees up time that would otherwise be spent on manual calculation."
"Before implementing Turbonomic, we had difficulty reaching a consensus about VM placement and sizing. Everybody's opinion was wrong, including mine. The application developers, implementers, and infrastructure team could never decide the appropriate size of a virtual machine. I always made the machines small, and they always made them too big. We were both probably wrong."
"I like Turbonomic's built-in reporting. It provides a ton of information out of the box, so I don't have to build panels for the monthly summaries and other reports I need to present to management. We get better performance and bottleneck reporting from this than we do from our older EMC software."
"I like Turbonomic's automation and AI machine learning features. It shows you what it can do, but it can also act on recommendations automatically. Integration with an APM system makes the AI/ML features truly effective. Understanding what the application is doing and the trends of application behavior can help you make real-world decisions and act on that information."
"I like the analytics that help us optimize compatibility. Whereas Azure Advisor tells us what we have to do, Turbonomic has automation which actually does those things. That means we don't have to be present to get them done and simplifies our IT engineers' jobs."
"The feature for optimizing VMs is the most valuable because a number of the agencies have workloads or VMs that are not really being used. Turbonomic enables us to say, 'If you combine these, or if you decide to go with a reserve instance, you will save this much.'"
"The tool provides the ability to look at the consumption utilization over a period of time and determine if we need to change that resource allocation based on the actual workload consumption, as opposed to how IT has configured it. Therefore, we have come to realize that a lot of our workloads are overprovisioned, and we are spending more money in the public cloud than we need to."
"We can manage multiple environments using a single pane of glass, which is something that I really like."
"The analytics could be better."
"Their analytics need improvement."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The round robin ticketing feature that they have is not ideal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Not integrated with Google."
"The way it handles updates needs to be improved."
"I do not like Turbonomic's new licensing model. The previous model was pretty straightforward, whereas the new model incorporates what most of the vendors are doing now with cores and utilization. Our pricing under the new model will go up quite a bit. Before, it was pretty straightforward, easy to understand, and reasonable."
"We're still evaluating the solution, so I don't know enough about what I don't know. They've done a lot over the years. I used Turbonomics six or seven years ago before IBM bought them. They've matured a lot since then."
"Recovering resources when they're not needed is not as optimized as it could be."
"The automation area could be improved, and the generic reports are poor. We want more details in the analysis report from the application layer. The reports from the infrastructure layer are satisfactory, but Turbonomic won't provide much information if we dig down further than the application layer."
"We don't use Turbonomic for FinOps and part of the reason is its cost reporting. The reporting could be much more robust and, if that were the case, I could pitch it for FinOps."
"Additional interfaces would be helpful."
"Turbonomic doesn't do storage placement how I would prefer. We use multiple shared storage volumes on VMware, so I don't have one big disk. I have lots of disks that I can place VMs on, and that consumes IOPS from the disk subsystem. We were getting recommendations to provision a new volume."
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 has many valuable key features. Some of the most useful ones include:
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."
IBM Turbonomic is a performance and cost optimization platform for public, private, and hybrid clouds used by customers to assure application performance while eliminating inefficiencies by dynamically resourcing applications through automated actions. Common use cases include cloud cost optimization, cloud migration planning, data center modernization, FinOps acceleration, Kubernetes optimization, sustainable IT, and application resource management. Turbonomic customers report an average 33% reduction in cloud and infrastructure waste without impacting application performance, and return-on-investment of 471% over three years. Ready to take a closer look? Explore the interactive demo or start your free 30-day trial today!
Freshservice is ranked 13th in Cloud Management with 20 reviews while IBM Turbonomic is ranked 4th in Cloud Management with 15 reviews. Freshservice is rated 8.0, while IBM Turbonomic is rated 8.4. The top reviewer of Freshservice writes "Easy to use and administer, integrates with a lot of things, and helps in meeting our SLAs consistently". On the other hand, the top reviewer of IBM Turbonomic writes "Provides recommendations whether workloads should be scaled up or down". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas IBM Turbonomic is most compared with VMware Aria Operations, Azure Cost Management, Cisco Intersight, VMware Aria Cost powered by CloudHealth and AWS Cost Management. See our Freshservice vs. IBM Turbonomic report.
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