Freshservice vs ManageEngine IT Asset Management comparison

Freshservice vs. ManageEngine IT Asset Management

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Raja Farrar

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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Sampath Kumar K

IT infra Admin at synu

User-friendly modules impress with customization options while IT knowledge base updates remain incomplete

It's a vast product, and we use ManageEngine IT Asset Management because it has an Ops Manager, Event Viewer, Site 24/7, PAM360, and AD Manager among many options that we plan to explore in the future environment. ManageEngine IT Asset Management explores detailed aspects such as RAM frequency, RAM brand, product, expiry date, users, roles, technicians, groups, support groups, Active Directory, SAML, single sign-on, LDAP, Microsoft Entra ID, proxy settings, and template forms. We are satisfied with the product because each module is user-friendly, and we can customize it based on our organization's requirements. We are looking into the automated IT asset discovery feature. We have configured the incoming and outgoing mail server so that when users send an email to our standardized mail ID, it automatically creates a ticket. In the future, we will explore automation features such as SLA, KPI, and KRA to align targets, manage resources, assess project utilization, and assign tickets based on priority levels.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The capacity to use Automation Anywhere in the cloud is the most valuable feature."

"When it comes to financials, Automation Anywhere has done amazing work in ensuring not only the speed and accuracy of the bot, but also the compliance and error controls through which the bot executes the job at very high satisfaction and tolerance levels."

"The Automation Anywhere software has improved our organization by moving us into the RPA climate and allowing us to save on our overhead."

"No review content was provided."

"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."

"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."

"We are using it for scripting, and it is end user based with screen captures. It is a bit easier to use than any of the other tools out there."

"Automation Anywhere offers a complete suite of development tools to empower developers for various enterprise automation needs."

More Automation Anywhere pros

"I would recommend this solution to others because it is good and the price is reasonable."

"There is a nice user interface."

"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."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"The solution has been stable."

"We found the initial setup to be very simple."

"It allowed the development team to concentrate on the client’s requirements instead."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

More Freshservice pros

"This is a very stable solution."

"In my opinion, it is the MDM; patch management and deployment are the valuable features."

"As far as IT Asset Management is concerned, I would rate it at ten out of ten."

"We are satisfied with the product because each module is user-friendly, and we can customize it based on our organization's requirements."

"The most valuable component of the ITSM tool is the help desk due to its organized way of raising tickets."

"The ability to define custom templates for asset management helps track assets, budgets, warranties, and expiries effectively."

"The auto-discovery feature has helped us a lot."

"It is a great product, and we are very satisfied with the features."

More ManageEngine IT Asset Management pros

Cons

"Looking at the POC's requirements and use cases, our customers are asking us for the OCRing of handwritten documents."

"One of the challenges that I face every now and then while working with A2019, is around the bot agent updates. Every week/alternate weeK, I receive an error while running my bots, that asks me to update the bot agent."

"They could improve around continuous integration, e.g., Jenkins and GitHub, stating how you could use those products and integrating them into Automation Anywhere."

"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."

"There is an issue with the object cloning in Excel. OCR is also not that stable. Image recognition works fine, but not all the time."

"Not all data is good quality. This presents a challenge for automation, which is important."

"We would like to be able to directly implement automation for Word documents and XML."

"The REST API could be improved."

More Automation Anywhere cons

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

"Sometimes, the billing process is an absolute nightmare."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

More Freshservice cons

"The assets that can be discovered are pretty easy to manage, but there should be a better way to manage non-discoverable assets. Our development team works on bots and tests particular hardware. They have got different varieties of hardware. They want a feature for managing these assets within a warehouse kind of environment. For example, our IT has received 100 items, and they have assigned these items as a bulk unit to a project manager. The project manager further wants to distribute these items within his or her team. Instead of maintaining a separate Excel sheet, the project manager should be able to reallocate these items from within the tool so that we have hierarchical entities for the same unit."

"It would be helpful if there were a premium technician license that includes all the suites, eliminating the need to buy separate licenses for each feature."

"Currently, we are having some challenges in managing assets. We are still managing them in Excel sheets and keeping a track of them outside the system."

"It requires some development to be better, more comfortable, and usable, enhancing customer satisfaction."

"The engineering area needs improvement."

"I hope it includes barcode features, as barcode scanning and MacAdes cannot currently be mapped with this field."

"Responses from ManageEngine should be faster."

"The asset management tool is costly compared to other tools in the market."

More ManageEngine IT Asset Management cons

Pricing and Cost Advice

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"It's a bit expensive compared to other RPA tools on the market."

"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."

"Annual licensing costs would be about $100,000."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."

"The cost of Automation Anywhere is high in Turkey due to the weak economy."

"Annually, we are paying almost one million reais."

More Automation Anywhere pricing and cost advice

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"The solution may be around 20,000 euros a year."

"The pricing is reasonable."

"The solution has an annual licensing model."

"Compared to other tools, Freshservice is affordable."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"We're basically paying about $100 USD per agent per month."

More Freshservice pricing and cost advice

"Its price is reasonable, but I wish it was lower."

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902,417 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

11%

Manufacturing Company

10%

University

Financial Services Firm

14%

Government

10%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	2
Large Enterprise	2

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

What is your experience regarding pricing and costs for ManageEngine IT Asset Management?

The pricing of ManageEngine IT Asset Management is publicly available, so customers can verify its fairness. Some com...

What needs improvement with ManageEngine IT Asset Management?

When we encounter issues with ManageEngine IT Asset Management, we check the online portal or ChatGPT, and they provi...

What advice do you have for others considering ManageEngine IT Asset Management?

The pricing of ManageEngine IT Asset Management is handled by the management team, so I am not involved with that asp...

UiPath Platform vs Automation Anywhere

Comparisons

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

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Compared 22% of the time

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Compared 14% of the time

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Compared 6% of the time

Reftab vs ManageEngine IT Asset Management

Compared 6% of the time

Snow License Manager vs ManageEngine IT Asset Management

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Product Reports

Automation Anywhere

Download Automation Anywhere product report

Freshservice

Download Freshservice product report

ManageEngine IT Asset Management

Download ManageEngine IT Asset Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

ManageEngine

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

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.

Freshworks

ManageEngine IT Asset Management offers a comprehensive platform for tracking IT assets, simplifying tasks like warranty management and license expiration notifications while integrating with ServiceDesk Plus for seamless asset visibility.

This solution provides automated IT asset discovery, robust inventory capabilities, and effective integration with financial systems. Users benefit from features like automated ticket creation and powerful help desk functionalities. Asset tracking through custom templates and extensive reporting options enhance asset insights, ensuring effective asset and network management. ManageEngine supports license expiration tracking, patch management, and seamless service desk integration. Scalable and efficient management supports diverse IT environments.

What are the key features of ManageEngine IT Asset Management?

Ops Manager: Enhance IT operations management effectively.
Event Viewer: Gain visibility into IT infrastructure events.
Automated IT Asset Discovery: Identify and track assets efficiently.
Integration with Financial Systems: Streamline financial operations.
Custom Templates for Asset Tracking: Optimize tracking processes.
Patch Management: Ensure up-to-date system security.
Service Desk Integration: Seamless asset visibility and ticketing.

What are the benefits to look for in ManageEngine reviews?

Automated Features: Reduce manual tasks with enterprise-grade automation.
Comprehensive Asset Insight: Link assets with tickets, track system status.
User-Friendly Interface: Improve management efficiency.
Scalability: Manage growing IT infrastructures effortlessly.

ManageEngine IT Asset Management is widely adopted across industries like finance, healthcare, and education, providing a comprehensive view of IT environments. It links IT assets with user-submitted tickets, providing essential insight into system status and supporting effective IT operations management across diverse sectors.

ManageEngine

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

TRA

Freshservice vs. ManageEngine IT Asset Management