Oracle Enterprise Manager Cloud Control and Freshservice compete in IT management solutions, with Oracle excelling in complex database environments and Freshservice focusing on IT service management. Oracle is advantageous for database-heavy environments, while Freshservice is better for robust help desk functionalities and quick deployment.
Features: Oracle Enterprise Manager Cloud Control offers comprehensive database monitoring, real-time alerts, and centralized tuning tools. Freshservice provides seamless incident management, asset tracking, and an intuitive support system. Oracle's strength lies in its centralized management, while Freshservice excels with easy scalability and user-friendly features.
Room for Improvement: Oracle Enterprise Manager Cloud Control could improve its complex installation process, integration capabilities, and monitoring scope. Freshservice needs enhancements in reporting, customization, and third-party tool integration. Oracle faces challenges in scalability, while Freshservice requires better flexibility in workflow management.
Ease of Deployment and Customer Service: Oracle Enterprise Manager Cloud Control offers on-premises, hybrid, and private cloud deployment options, though setup can be complex, with regional support variability. Freshservice simplifies deployment significantly with its cloud-based nature and generally positive support feedback, ideal for small to medium businesses.
Pricing and ROI: Oracle Enterprise Manager Cloud Control has intricate licensing and can be costly but delivers substantial returns in large-scale deployments. Freshservice provides clear cost structures with flexible plans, aligning with budget-conscious organizations. Both solutions offer strong ROI; Oracle for complex environments, Freshservice for agile IT service management.
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.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
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.
To make it better, more features could be added, but it is already a very complete tool, especially if you know how to configure it properly, as you can use it to monitor other databases such as PostgreSQL and SQL Server in addition to Oracle.
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.
The price of Oracle Enterprise Manager Cloud Control is very high, especially when considering the additional cost for features such as the tuning pack.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
We can perform auto-configuration to resolve issues for the database, such as automatically adding space when a tablespace runs low.
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."
Oracle Enterprise Manager is Oracle's integrated enterprise information technology (IT) management product line, which provides the industry's only complete, integrated, and business-driven enterprise cloud management solution. Oracle Enterprise Manager creates business value for IT by leveraging the built-in management capabilities of the Oracle stack for traditional and cloud environments, enabling customers to achieve unprecedented efficiency gains while dramatically increasing service levels.
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