We performed a comparison between Freshservice and ServiceNow IT Operations Management 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."
"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 solution has been stable."
"Depending on the size of your organization, is pretty standard and useful."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"Freshservice's best feature is its user-friendliness."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"I like the solution due to the fact that it's scalable."
"You can improve integrations of the operation with the solution."
"It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom."
"The asset management tools are very valuable."
"I like the tool's discovery feature."
"It is flexible. You can tune it, more or less, as you want."
"The most valuable features of the solution are discovery, cloud governance, event management, and service mapping."
"The initial setup is very straightforward. A person just needs to join a team to access the network and that's all."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Their analytics need improvement."
"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 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."
"Freshservice's technical support has issues with delays and translations."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"I would like more manual issues to have automated report-facing options."
"The solution needs to add mobilization, where we can connect mobile devices or wireless devices to do wireless scanning and bring assets into the database."
"There is room for improvement in the stability of ServiceNow."
"ServiceNow could be more prescriptive on how customers can leverage some of the benefits."
"The pricing is high."
"Enhancing automation-related solutions, such as Wi-Fi, porting, machinery, and product automation would help to achieve better operational outcomes."
"There are some limitations with Discovery; some areas are not available in the installation. I would like the solution to be able to discover more devices. That will remove the need to have multiple tools."
"There is a slower learning curve associated with the tool's scripting part. It is also not cheap."
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Freshservice is ranked 14th in Cloud Management with 29 reviews while ServiceNow IT Operations Management is ranked 9th in Cloud Management with 34 reviews. Freshservice is rated 8.0, while ServiceNow IT Operations Management is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ServiceNow IT Operations Management writes "A very capable solution that includes a valuable, user-friendly workflow management tool". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk and Microsoft Project, whereas ServiceNow IT Operations Management is most compared with OpsRamp, Moogsoft, Splunk ITSI (IT Service Intelligence), Datadog and BMC TrueSight Operations Management. See our Freshservice vs. ServiceNow IT Operations Management report.
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