Freshservice and Nutanix Cloud Manager (NCM) are both entrants in the IT service management and cloud management software markets, respectively. While Freshservice excels with its incident management and mobile capabilities, NCM stands out due to its robust analytics and automation features.
Features: Freshservice provides seamless incident management, intuitive integration abilities, and an excellent mobile interface, making it a comprehensive help desk service. It focuses heavily on ITIL compliance and advanced analytics. Nutanix Cloud Manager offers centralized management with Prism Pro's analytics, X-Play automation, and dynamic capacity planning, resembling a cloud-like experience for on-premises configurations.
Room for Improvement: Freshservice needs improvements in reporting, customization, and integration with essential tools like Microsoft Outlook. There are also noted limitations in workflow automation and detailed analytics. Nutanix Cloud Manager requires better management for complex setups, improved licensing clarity, and enhanced API integration with third-party tools.
Ease of Deployment and Customer Service: Freshservice is primarily used in public cloud environments, ensuring easy deployment and generally responsive customer support, although it can falter with complex technical support issues. Nutanix Cloud Manager is adaptable to hybrid and private settings, emphasizing on-premises deployment, supported by good customer service, but can be challenging with intricate cluster setups.
Pricing and ROI: Freshservice offers a tiered pricing model, which is competitive yet perceived as costly by some compared to similar tools. Its ROI is appreciated for operational efficiency. Nutanix Cloud Manager, while considered pricey, offers substantial ROI through its advanced HCI capabilities and efficient resource management, reducing time and resource costs significantly.
Anything that reduces bandwidth and reduces the brain work that our teams have to do to maintain systems across all environments is time-saving and cost-saving.
The biggest return on investment for me when using this product is the fast deployment and the rapid integration and migration without impacting our operations during the migration.
Playbooks and automation definitely freed up engineer time. This allows us to focus on other projects and not have to get hands-on, reducing operational costs.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
There is a feature that allows you to escalate the call.
The handoff with support and the knowledge of the support engineer is significantly better than experience with other vendors.
Even when a node goes down, it doesn't impact our infrastructure because it gets load-balanced between the available nodes.
Freshservice is easy to use for scalability.
Nutanix Cloud Manager (NCM) scales well.
The key aspects include mix-match hardware and hyper-converged infrastructure, combining compute, storage, and network in a single platform.
Nutanix Cloud Manager (NCM) has not had any issues scaling with the growing needs of my company.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
We've never had any downtime related to the Nutanix product itself.
I would rate the stability a nine out of ten.
The stability and reliability of Nutanix Cloud Manager (NCM) have been excellent.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
It supports different hardware types without vendor lock-in, which is an advantage over Azure Stack HCI, which may only work with specific vendors such as HP or Dell.
Our primary reason for choosing Nutanix was for mission-critical applications and Kubernetes.
Quick resolution of disconnection issues and errors in plugins is crucial.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
It's not cheap, but there are savings and return on investment when coming from a non-Nutanix shop.
In comparison, Nutanix's pricing is significantly higher than that of other setups.
While VMware costs depend on ESXi hypervisor pricing, the AHV hypervisor for Nutanix Cloud Manager (NCM) is free.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
It's easy to control resources and govern the resources, and it frees up support to focus on other things without having to help developers.
I would approximate the cost savings to be in the 20% to 25% range since we can optimize our resources and avoid the need to purchase more hardware or reuse resources in the infrastructure from one implementation.
The importance of faster outcomes for their environment is significant; for example, when I delivered the Disaster Recovery solution, we included automation for auto-configuration of VMs and resizing of VMs, which replaced many tasks that were previously done manually.
| Product | Market Share (%) |
|---|---|
| Nutanix Cloud Manager (NCM) | 5.2% |
| Freshservice | 0.5% |
| Other | 94.3% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 23 |
| Large Enterprise | 64 |
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."
Nutanix Cloud Manager (NCM) is a cloud management tool that drives consistent governance across private and public clouds for its users. The solution brings simplicity and ease of use to managing and building cloud deployments by providing a unified multicloud management that addresses common cloud adoption challenges.
Nutanix Cloud Manager offers four key value drivers:
Nutanix Cloud Manager provides coverage for Nutanix private clouds as well as for VMware's. The solution also supports several popular public cloud providers, including Amazon AWS, Microsoft Azure, and Google Cloud Platform (GCP). NCM provides additional flexibility for users, as it is also available as a fully managed Software as a Service (SaaS). This product allows companies to benefit from all of Nutanix multicloud self-services, application automation, security compliance, and governance, without depending on Nutanix Cloud Infrastructure.
Nutanix Cloud Manager (NCM) Features
Nutanix Cloud Manager (NCM) has features in the four key categories already mentioned. Some of the main capacities of the solution include:
Nutanix Cloud Manager (NCM) Benefits
Nutanix Cloud Manager (NCM) provides its users with several benefits. These include:
Reviews from Real Users
An IT Operations at an energy/utilities company likes Nutanix Cloud Manager (NCM) because the product provides visibility, simplifies operations, and saves time and cost.
Drew P., a network systems administrator at Moda Health, rates NCM highly because the product saves man-hours with excellent speed on outcomes and provides a continuous validation process.
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