We changed our name from IT Central Station: Here's why

Freshservice vs Micro Focus Service Manager comparison

Cancel
You must select at least 2 products to compare!
Featured Review
Find out what your peers are saying about Freshservice vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
564,599 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.""The overall functionality of the product is excellent.""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.""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."

More Freshservice Pros →

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.""It can adapt to any process in the organization."

More Micro Focus Service Manager Pros →

Cons
"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.""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. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.""They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""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."

More Freshservice Cons →

"With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

More Micro Focus Service Manager Cons →

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."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • More Freshservice Pricing and Cost Advice →

  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • More Micro Focus Service Manager Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    564,599 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: 
    The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to… more »
    Top Answer: 
    Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.
    Top Answer: 
    I'm not sure if it's on the roadmap, but Freshservice is missing something for the moment. You can't implement a complicated delivery workflow. We don't have the same problems with incident and change… more »
    Ask a question

    Earn 20 points

    Ranking
    15th
    out of 55 in Help Desk Software
    Views
    1,840
    Comparisons
    1,389
    Reviews
    3
    Average Words per Review
    1,008
    Rating
    8.3
    23rd
    out of 55 in Help Desk Software
    Views
    1,978
    Comparisons
    1,447
    Reviews
    4
    Average Words per Review
    635
    Rating
    6.3
    Comparisons
    Also Known As
    Flint
    HPE ITSM, HPE Service Manager
    Learn More
    Overview

    Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Offer
    Learn more about Freshservice
    Learn more about Micro Focus Service Manager
    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    resultspositive, Globicon
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider18%
    Government6%
    Educational Organization5%
    REVIEWERS
    Financial Services Firm35%
    Aerospace/Defense Firm12%
    Healthcare Company8%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider18%
    Government10%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business78%
    Midsize Enterprise11%
    Large Enterprise11%
    REVIEWERS
    Small Business18%
    Midsize Enterprise7%
    Large Enterprise76%
    Find out what your peers are saying about Freshservice vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
    564,599 professionals have used our research since 2012.

    Freshservice is ranked 15th in Help Desk Software with 4 reviews while Micro Focus Service Manager is ranked 23rd in Help Desk Software with 2 reviews. Freshservice is rated 8.2, while Micro Focus Service Manager is rated 6.0. The top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". On the other hand, the top reviewer of Micro Focus Service Manager writes "Incident management with good support but the configuration and reporting could be simplified". Freshservice is most compared with ServiceNow, Zendesk Guide, SCSM, ManageEngine ServiceDesk Plus and SummitAI IT Management Suite, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and IBM SmartCloud Control Desk. See our Freshservice vs. Micro Focus Service Manager report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.