Freshservice and VMware Aria Automation compete in the ITSM and automation space. Freshservice holds an edge in helpdesk solutions due to its user-friendliness and seamless setup, while VMware Aria Automation's strengths lie in automation and infrastructure orchestration, beneficial for large-scale IT environments.
Features: Freshservice offers an intuitive helpdesk experience, known for its incident management and mobile-friendly interface. Its straightforward implementation process allows rapid deployment, and it seamlessly integrates with ITSM requirements. VMware Aria Automation excels in automating complex IT processes, providing orchestration capabilities and supporting multiple cloud solutions. It allows for extensive customization of workflows in virtual environments, ensuring flexibility and efficiency in infrastructure management.
Room for Improvement: Freshservice could enhance customizable workflows and reporting capabilities and improve integration with tools like Microsoft Outlook. VMware Aria Automation needs better documentation and integration capabilities. Its complex setup process can be arduous, especially in hybrid environments, and it would benefit from more intuitive management features.
Ease of Deployment and Customer Service: Freshservice is known for its easy deployment in both public and private clouds, requiring minimal effort to start. Its customer support is generally responsive, but some users report challenges in accessibility and problem resolution. VMware Aria Automation is primarily suited for on-premises deployments and demands significant expertise for setup. Its support is well-rated, although the product's complexity often requires substantial maintenance effort.
Pricing and ROI: Freshservice provides flexible and competitive pricing models, resulting in a good ROI due to efficient service management capabilities. It is viewed as cost-effective, particularly when compared to other ITSM tools. VMware Aria Automation, with a higher cost, is justified by its enterprise-level capabilities and ROI in large-scale environments. Many users test the open-source community edition before committing to the enterprise version, finding its licensing options suitable for extensive automation needs.
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.
It operates for both of my products, however, as a product, it is complicated to integrate and automate with other products.
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.
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.
It helps us automate the workflow of creating many VMs and the TensorFlow key method.
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."
VMware Aria Automation is a cloud management tool that allows companies to simplify their cloud experience through a modern automation platform. The solution is designed to deliver self-service clouds, multi-cloud automation with governance, and DevOps-based security and infrastructure management. It helps organizations improve IT agility, efficiency, and productivity through its various features.
VMware Aria Automation has multiple use cases that include the following:
VMware Aria Automation Features
VMware Aria Automation has various features that allow users to easily perform operations. Some of the solution's capacities include:
VMware Aria Automation Benefits
VMware Aria Automation offers its users various benefits. Some of the biggest advantages that the solution brings to companies that utilize it include:
Reviews from Real Users
Awais J., CTO/CEO at a tech services company, likes VMware Aria Automation because it saves a lot of time, provides more visibility, and has extensive automation capabilities.
An IT consultant at a government rates VMware Aria Automation highly because the product gives you flexibility to analyze and consume resources.
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