We performed a comparison between Freshservice and VMware Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"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 very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"We found the initial setup to be very simple."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Ability to scan barcodes and a great search feature."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"All of the features are very suitable for us. It is also a stable solution."
"It provides us with improved maintenance cycles."
"We have installed a physical server for failover. We need to configure cluster on everything. But with VMware, we do not need to cluster. We get automatically seven physical nodes failover. If one fails we have no issues."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"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."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"A chat bot needs to be added to the portal."
"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."
"It needs to improve user roles and access rights."
"Not a ten because the price is high."
Earn 20 points
Freshservice is ranked 3rd in IT Asset Management with 29 reviews while VMware Service Manager is ranked 23rd in IT Asset Management. Freshservice is rated 8.0, while VMware Service Manager is rated 7.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of VMware Service Manager writes "It needs to improve user roles and access rights. It provides us with improved maintenance cycles". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas VMware Service Manager is most compared with BMC Remedy and ServiceNow.
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