VMware Cloud Director and Freshservice compete in the enterprise IT solutions space, focusing on virtualization and IT service management respectively. Freshservice appears to have the upper hand in deployment ease and cost-effectiveness, while VMware Cloud Director offers more robust features for virtualization management.
Features: VMware Cloud Director offers robust self-service capabilities, multi-tenancy functionality, and extensive integration with VMware-specific solutions. It provides comprehensive control over virtual environments and cloud resource management. Freshservice is known for strong incident management, flexibility, and ease of use, with quick deployment and seamless integration as standout features.
Room for Improvement: VMware Cloud Director's complexity needs reducing, with enhanced cloud service integration to better compete with AWS and Azure. Its high cost and lack of automation in data center creation are noted areas for improvement. Freshservice could benefit from more customization options and improved workflow management flexibility, as current limitations can affect larger businesses.
Ease of Deployment and Customer Service: VMware Cloud Director supports various deployments, including private, public, and hybrid clouds, with strong virtualization roots but sometimes faces customer support delays. Freshservice offers a smooth user experience on public clouds with reliable and prompt technical support, emphasizing a straightforward setup.
Pricing and ROI: VMware Cloud Director is considered expensive, though its features are comprehensive for enterprise deployment. Freshservice's competitive pricing and clear tiered plans are perceived as affordable for mid-sized companies. Its flexible subscription model offers good ROI without compromising essential ITSM features.
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.
Around 70-80% of issues can be easily troubleshot by public documentation and KB articles.
Freshservice is easy to use for scalability.
VMware Cloud Director is quite scalable; I would rate it nine out of ten.
I would rate scalability for VMware Cloud Director as 8, especially from the on-premises environment.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There are occasional problems when trying to increase the parameters of a virtual machine.
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.
Cross-cloud migration refers to if a customer has something on Azure, wanting to bring it up on VMware or maybe from VMware to AWS, vice versa.
The console methods make management difficult until VMware tools are installed.
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.
The pricing for VMware Cloud Director is more or less reasonable, especially when compared to Cisco, which is significantly more expensive.
From a pricing perspective, I would rate VMware Cloud Director as 7 because being the available feature set, Broadcom always offered more price compared to another product.
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.
A notable feature is the Independent Disk, which allows detaching a virtual drive from one virtual machine and attaching it to another, enabling more flexibility in operations.
The most valuable feature of VMware Cloud Director is segregating the underlying infrastructure for the end user.
| Product | Market Share (%) |
|---|---|
| VMware Cloud Director | 5.4% |
| Freshservice | 0.5% |
| Other | 94.1% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 11 |
| Large Enterprise | 36 |
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 Cloud Director, also known as vCloud Director, is a cloud management tool that offers secure, flexible, and efficient cloud resources to thousands of enterprises and IT teams across the world. The solution serves as one of the leading cloud service-delivery platforms for businesses that want to manage and operate their services effectively. By deploying this solution, companies can benefit from virtualized networking, computing, security, and storage. These benefits can be received in a timely manner, as the infrastructure of the product is operationally ready within minutes and clients do not need to install and configure physical infrastructure.
One of the biggest advantages of vCloud Director is that it allows users to build cloud-ready applications. In several ways, it facilitates the process for developers, including:
vCloud Director Features
This VMware product has various features through which users can virtualize their data and benefit from quality management solutions. Among the popular capabilities of vCloud Director are:
vCloud Director Benefits
VMware vCloud Director offers various benefits to its users. Some of these include:
Reviews from Real Users
Ajit Y., a cloud architect at a computer software company, likes VMware vCloud Director because it is a stable, truly multitenant software and the go-to tool for infrastructure as a service.
Kashif F., a divisional engineer at National Telecom Corporatio, rates vCloud Director highly because the product can be used for infrastructure provisioning without using a platform service.
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