We performed a comparison between Freshservice and VMware Aria Operations 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."Ability to scan barcodes and a great search feature."
"Freshservice's best feature is its user-friendliness."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"Through the trending analysis that we can do, it allowed us to quickly and easily right-size the capacity from a cluster."
"All our capacity management and capacity planning processes are based on vROps. Without this tool, we are unable to predict what we need, at what time we need to purchase new hardware, whether we should upgrade, etc."
"The most valuable feature is that everything is integrated for monitoring, performance, and troubleshooting."
"The last two versions of it, we've gone with the integrated, high-availability built into the product, and that was a welcome change for us. It's even better now not having to have any kind of load-balancer in front of it..."
"The most valuable feature is all the metrics we get. They're really good. Being able to drill down and find out where the CPU and memory bottlenecks are and being able to tune them is really helpful."
"One of the most valuable features is the ability to compare between AWS/Azure and the local cloud. When customers deploy something on the local cloud, with the same configuration that would apply to AWS or Azure, we can calculate the estimated cost difference between the local cloud and the public cloud. We do this kind of analysis for optimization and it is one of the best features of vROps."
"It is intuitive and user-friendly. It is easy to follow and the reporting engine is easy to use."
"A central dashboard for evaluating the health of our whole vCenter environment."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"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."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The analytics could be better."
"It's hard to interact directly with the users themselves."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like better integration with other products."
"The tool itself is not as scalable as we'd like it to be. We have seven or more data centers and we have collectors deployed throughout the whole environment, but we have capacity and performance issues with the tool. We'd like to expand the product so that we would have more capacity, but it has limitations."
"In terms of what could be improved or added to VMware vRealize Operations (vROps), from my experience, it needs more work in the ITSM space because my company never used it as an IT service management tool."
"Certificate Management should be simplified for non-technical staff members."
"There is room for improvement in asset management and resource usage."
"There is a learning curve because it's a complex program. There is a lot to consume in terms of the metrics inside of it. That's the biggest hurdle: trying to understand all the places to go look."
"I would like to see improvements in managing within a single cluster - managing DRS a lot better as far as utilization of each host goes, within a single cluster. That would make it comparable to VMTurbo (Turbonomic). That has that feature where you can also manage it within a single cluster, move workloads around to balance out the hosts."
"VMware vRealize Operations (vROps) should improve instant monitoring. Currently, the monitoring is on an interval of five to ten minutes, if I want to know what is happening now I cannot."
"vROps has a hypervisor level of monitoring going on in our data center. We are using other products, like SolarWinds, to have a service and OS-level of monitoring. Because we are using two solutions simultaneously for different levels of monitoring, it would be really nice in the future to have a service monitoring or OS-level of monitoring in vROps, e.g., adding the support online for monitoring services, like Linux services, Linux Databases, and Linux servers as well as Microsoft Exchange Server, Microsoft Active Directory, or other Microsoft services, since we use them a lot. It would definitely help us in the future if vROps implemented this feature."
Freshservice is ranked 14th in Cloud Management with 29 reviews while VMware Aria Operations is ranked 2nd in Cloud Management with 360 reviews. Freshservice is rated 8.0, while VMware Aria Operations 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 VMware Aria Operations writes "It has good stability, but the report-generating feature needs improvement". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas VMware Aria Operations is most compared with VMware Aria Automation, VMware vSphere, IBM Turbonomic, Veeam ONE and Nutanix Prism. See our Freshservice vs. VMware Aria Operations report.
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