Freshservice and ServiceNow Discovery are both robust solutions in the IT service management category. Freshservice is often favored for ease of use, while ServiceNow Discovery stands out in complex IT environments due to its advanced discovery and integration features.
Features: Freshservice offers intuitive incident management, change management, and asset tracking with user-friendly mobile apps and flexible pricing. ServiceNow Discovery excels in automated discovery, integration with IT operations management, and mapping dependencies between services and infrastructure, beneficial for complex IT ecosystems.
Room for Improvement: Freshservice needs better reporting, customizable workflows, and improved integration with Microsoft tools, particularly for Linux environments. ServiceNow Discovery requires enhancement in service mapping and integration with legacy applications, and there's an opportunity for more intuitive reporting and simpler setup.
Ease of Deployment and Customer Service: Freshservice is primarily deployed via public cloud, known for its quick setup and user-friendly interface. It receives mixed customer support reviews, with some reporting delays and language barriers. ServiceNow Discovery offers diverse deployment options, including hybrid and on-premises, and generally receives good customer service feedback, though complexity may demand specialized support.
Pricing and ROI: Freshservice is noted for competitive pricing with multiple plans providing flexibility and immediate ROI. ServiceNow Discovery is considered more expensive due to its advanced features, but many find the investment justified. Users suggest a more flexible pay-as-you-go licensing model to align costs with usage.
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.
This rating is because there are features on the tool that never worked and despite calling our support, there were no results.
Freshservice is easy to use for scalability.
I would rate it as a nine on a scale of one to ten, indicating it is highly scalable.
It receives this rating because it can be difficult to troubleshoot when the discovery is failing.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
I would rate the stability of ServiceNow Discovery as nine, as we never had downtime.
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.
Improvements could include implementing chatbots to simplify ticket creation.
The areas of ServiceNow Discovery that have room for improvement are getting custom reports on the relationship between CIs that are not on the same table.
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.
I think the price of ServiceNow Discovery is cheaper than BMC.
ServiceNow is considered more expensive compared to other products.
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.
Cost optimization and contract notifications are also useful as they provide insights into user time spent on tickets.
The most beneficial features of ServiceNow Discovery for maintaining my IT infrastructure are the CMDB top and discovery of network switches.
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."
ServiceNow Discovery finds applications and devices on your network, and then updates the CMDB with the information it finds. Discovery is available as a separate subscription from the rest of the Now Platform.
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