ManageEngine IT360 and Freshservice are IT management solutions competing in IT service management, with ManageEngine IT360 excelling in network monitoring and Freshservice standing out in incident management.
Features:ManageEngine IT360 offers network performance monitoring, server management, and infrastructure control. Freshservice provides incident and asset management, a user-friendly interface, and a cloud-based framework.
Room for Improvement:ManageEngine IT360 could enhance its on-premise deployment complexity, improve usability, and offer better cloud integration. Freshservice can focus on increasing customization, expanding advanced features, and improving its integration capabilities.
Ease of Deployment and Customer Service:Freshservice provides quick cloud-based deployment and readily available support, while IT360’s on-premise setup is more intricate, offering personalized customer interactions.
Pricing and ROI:ManageEngine IT360 involves higher initial setup costs with on-premise hardware investments, offering control over IT resources, whereas Freshservice offers a subscription model for lower initial costs and scalable pricing, appealing to businesses seeking budget-friendly ITSM solutions.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.6% |
| ManageEngine IT360 | 0.4% |
| Other | 95.0% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
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 Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
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."
With IT360 you will deliver services efficiently with maximum scalability. Service providers can now accurately manage the SLAs and release new services faster with features like Multi-tenancy, High Availability, Enterprise level systems and Datacenter monitoring, Remote site monitoring and Customer and site-specific dashboards.
We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
