Freshservice and Spacelift compete in IT and infrastructure management, each bringing specialized features to their respective domains. Freshservice appears to have an edge in IT service management due to its comprehensive incident and asset management capabilities, while Spacelift holds an advantage in CI/CD operations through its infrastructure deployment and policy compliance features.
Features: Freshservice is notable for incident management, advanced automation in handling tickets, and strong asset management abilities. Its platform integrates easily with third-party applications and supports seamless workflows, enhancing user experience. Spacelift offers Drift Detection and policy compliance enhancements, with seamless integration capabilities, especially with Terraform. Its modern infrastructure deployment is distinguished by efficient AWS account management and agile CI/CD operations.
Room for Improvement: Freshservice faces challenges in network discovery and precision in asset management, with restricted project management reporting and customization options. Enhancements in ticket routing and client management database reporting are needed. Spacelift users require more features for complex deployments, an enhanced notification system, and better IAM role management processes in AWS accounts.
Ease of Deployment and Customer Service: Freshservice is versatile, supporting public, private, and on-premises deployments. While some users value its responsive customer service, others find communication and resolution lacking. Spacelift offers similar deployment flexibility, though some users have experienced delays in support responses, necessitating improvements in service promptness.
Pricing and ROI: Freshservice's pricing is flexible and competitive in the European and US markets but perceived as steep in Latin America. It delivers strong ROI through efficient asset management. Spacelift is considered expensive, yet it offsets costs with advanced functionality and potential savings against alternatives like Terraform Enterprise, providing discernible ROI despite its higher price.
| Product | Market Share (%) |
|---|---|
| Freshservice | 0.5% |
| Spacelift | 1.0% |
| Other | 98.5% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
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."
Spacelift provides a sophisticated infrastructure management platform with key features such as Drift Detection and Terraform integration, simplifying complex deployments and enhancing user workflows through an intuitive interface.
Spacelift excels in modernizing infrastructure management by integrating smoothly with Terraform, using a pull request-based approach for visibility into logs. It automates change detection using GitOps from GitHub and supports AWS connectivity with credential management. Despite its strengths, some users find room for improvement in supporting smaller enterprises and offering more seamless cloud integrations with self-hosted versions. Handling of HashiCorp Vault secrets and cumbersome notification webhooks may require additional setup effort.
What are the most valuable features?In specific industries, Spacelift is primarily utilized for infrastructure management and deployment across platforms like AWS, Azure, and GCP. In banking architecture, it replaces Terraform Enterprise, ensuring secure and efficient operations. Projects like Google Fiber benefit from its capability to import and manage data effectively, engaging users with HashiCorp Language and GitHub for CI/CD integration.
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