Freshservice vs VMware Service Manager [EOL] comparison

Why PeerSpot?

Freshworks and Broadcom are both solutions in the IT Asset Management category. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 80% of Broadcom users who would recommend it.

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Executive Summary

We performed a comparison between Freshservice and VMware Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Lansweeper, Device42 and others in IT Asset Management.

To learn more, read our detailed IT Asset Management Report (Updated: October 2026).

Buyer's Guide

IT Asset Management

October 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Kenny LY

Head Of Information Technology at ALAINE FORWARDING

It is stable and has useful features, but the automation feature needs improvement

All of the features are very suitable for us. It is also a stable solution Its automation feature needs improvement. They can include the vRealize Automation feature in this solution. I have been using VMware Service Manager for more than six years. It is stable. Its scalability is good, but…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have more than 50 bots in the company, the FTE and ROI are very good, and in the future we have many projects in pipeline that we are about to implement, so definitely there is a good ROI and FTE savings for us."

"There are multiple levels of cloning. In case screen cloning doesn't work, you can do object-based cloning or keystroke-level cloning, depending upon what parameters are available to you and what is the level of information that you capture. You can traverse between object cloning, which is the lowest form of cloning to a stroke-based cloning, which is like taking care of each keystroke-level which is made by the agent."

"The initial deployment of Automation Anywhere is user-friendly, the wizards are self-explanatory, it is a very low-code environment that allows flexibility to explore based on the project's complexity, and overall I believe Automation Anywhere is a very user-friendly tool."

"Document Automation is a game changer. Earlier, with IQ Bot, we achieved partial automation—around 80% of the process was automated. With GenAI and Google Vision OCR now integrated into Document Automation, end-to-end automation is achievable, even with unstructured documents."

"The most valuable feature of the product is the flexibility, as there are so many features that you can use to develop, and it can hit a lot of use cases."

"Automation Anywhere is excellent for integrating with other solutions. It provides the ability to leverage the APIs of third-party solutions. We use some of the already built-in MetaBots to then scrape the data and manipulate independent data that we need in order to integrate with other third-party solutions."

"There have been a lot of challenges in terms of interfacing with the customer ERPs. So, we have been building tools and interfaces using bots to write back into these custom ERPs. Specifically, in the area where I work, this has been very helpful."

"We work on SAP as well as many other internal platforms, and this solution can very easily be moved between them."

More Automation Anywhere pros

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"It's very handy and very easy to use."

"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"Freshservice is very user-friendly and easy to customize."

"It allowed the development team to concentrate on the client’s requirements instead."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

More Freshservice pros

"Simplicity and flexibility are its major plus points making it a leading industry solution for deploying cloud environments."

"The Service Desk module and the Workflow module, which is extremely powerful."

"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 because we automatically get seven physical nodes failover and if one fails we have no issues."

"It provides us the following: A better utilisation of the hardware, more flexibility, improved maintenance cycles, and a system overview."

"All of the features are very suitable for us. It is also a stable solution."

Cons

"We'd like to see more AI features."

"The time taken to execute a Bot through A2019 can be reduced."

"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."

"I would like more cognitive abilities, artificial intelligence, and machine learning. E.g., if I see you, your facial recognition has to be there. If I send your picture, it should tell me your name, where you are from, and when I met you because we forget people. It should have these type of capabilities."

"MetaBots and Control Room may have some room for improvement."

"Cloud API vision and OCR engine integration should be more effective."

"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."

"It still uses old, deprecated Microsoft components that have an end date."

More Automation Anywhere cons

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"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."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"Their analytics need improvement."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

"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."

More Freshservice cons

"Graphical User Interface looks a little bit old-school."

"Not a ten because the price is high."

"Still new in the market and a lot of its features are still not yet explored."

"It needs to improve user roles and access rights."

"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."

Pricing and Cost Advice

"I have heard that Automation Anywhere is expensive."

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"The solution is costly and the licensing is very confusing."

"There is an annual license to use the solution."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

More Automation Anywhere pricing and cost advice

"The price of Freshservice could improve, it is expensive."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"The pricing is reasonable."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The solution may be around 20,000 euros a year."

More Freshservice pricing and cost advice

"The price depends on different enterprises. As compared to Citrix, VMware is reasonable."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Manufacturing Company

12%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

November 2026

Download Freshservice product report

Buyer's Guide

IT Asset Management

October 2026

Download VMware Service Manager [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Broadcom

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

VMware Service Manager automates IT Service Management by providing a powerful workflow engine to drive IT Service processes.

Broadcom

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Seventy Seven Energy Inc., Symantec, KBC, Vodafone, Region Hovedstaden, Bank Audi, Hewlett-Packard, BT Global Services, Edogawa City Council, HDFC Bank Limited, Bank Al Bilad, ABN AMRO N.V. Singapore, Savvis, Abu Dhabi Ports Company, SAP AG, Fundaments, T-Systems

Find out what your peers are saying about ServiceNow, Lansweeper, Device42 and others in IT Asset Management. Updated: October 2026.

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