We performed a comparison between Freshservice and Red Hat CloudForms based on real PeerSpot user reviews.
Find out in this report how the two Cloud Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"Ability to scan barcodes and a great search feature."
"Depending on the size of your organization, is pretty standard and useful."
"The solution has been stable."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The multi-tenancy feature has been very helpful for our clients. It has been working fine and seamlessly for them. Its interface is also very simplified, and it is also an open and easy-to-scale solution."
"The solution is compatible and integrates with various infrastructures or providers."
"They are a very mature product."
"I am impressed with the product's ability to create dynamic catalogs."
"Red Hat CloudForms is a stable product. There is no issue with the stability."
"The optimization of the solution is quite interesting."
"Red Hat CloudForms is stable once it is up and running."
"The stability of the solution is very good. We haven't had any issues with it."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Their analytics need improvement."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"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."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The complexity of the solution is a bit high in comparison to VMware."
"I have issues with the solution's permissions. Unlike VMware, the product doesn't allow folder-type permissions."
"The solution's provisioning engine needs to be improved."
"Our clients had challenges or issues with the updates. Its updates should be better managed. They should provide quicker and more stable updates. Its stability can also be better. We initially faced ease-of-use and compatibility issues while integrating it. We had a lot of compatibility issues with other products. Our clients are concerned about whether it is under IBM or it is still Red Hat. Clients are not very clear about the support, and they're not really happy with it. Currently, they're getting support from Red Hat, but going forward, they're not really clear about what would be the life cycle of the product, which is a concern for them."
"Red Hat CloudForms could improve by allowing more customization of reports. We have to do a lot of coding to accomplish what we want. Additionally, the compatibility with the multi-cloud could improve. The latter versions of the solution removed Google support and the cost comparison between other clouds was high."
"The solution is still quite immature."
"The problem is that the platform requires it to be maintained and updated. Also, a few cases are still pending with the Red Hat support team since they are not closed yet."
"Because the solution needs to integrate with other products that surround it, there is a lot of configuration required, and this can be quite complex. It's not as easy as it is with, for example, VMware."
Freshservice is ranked 14th in Cloud Management with 29 reviews while Red Hat CloudForms is ranked 7th in Cloud Management with 10 reviews. Freshservice is rated 8.0, while Red Hat CloudForms is rated 6.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Red Hat CloudForms writes "Easily integrates with various out-of-the-box or third-party vendors". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Red Hat CloudForms is most compared with Morpheus, VMware Aria Automation, vCloud Director, IBM Cloud Automation Manager and OpenNebula. See our Freshservice vs. Red Hat CloudForms report.
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