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."You can just register and within five to minute minutes, you are ready to go."
"The solution has been stable."
"Depending on the size of your organization, is pretty standard and useful."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"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."
"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."
"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."
"vRealize has a very nice dashboard. It integrates well with other products such as those from Oracle."
"We have all the information that we need in one place and don't have to search for our monitoring tools everywhere."
"It gives me metrics that I can share with the rest of my team. I can say, "Look, this server is performing poorly." Even down into the Windows Servers, which are my primary bread and butter, it gives me visibility into situations such as when they're running out of storage and I need to expand the drives. It gives that top-level visibility to get in and fix a lot of problems."
"This solution is most definitely scalable. We've already gone back to the drawing board and specifically designed it from the ground up, to be scalable with the size of our environment moving forward."
"We went from using industry standard KPIs to going to a complete on-demand model based on the algorithms from vRealize Operations. It has enabled us to drive more utilization out of our existing compute infrastructure to the point where, for a period of six months, we didn't purchase a single server or any additional compute. We were able to continue to sweat our existing assets."
"Alerts and monitoring were most valuable. It was also pretty user-friendly and interactive. I was able to generate good reports in PDF and HTML formats, which was really helpful."
"The most valuable feature is the single pane of glass so we can see all our vCenters, all our machines, all our storage arrays. We can see if there are alerts in any of these systems, and follow up on that alert and see if it's impacting just that area or if there is a bigger problem behind it."
"The most valuable features are the Blueprints and Workflows, to be able to hand the self-service portal out; to get out of the way and let the developers spin up their workloads as they need them."
"It's hard to interact directly with the users themselves."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The round robin ticketing feature that they have is not ideal."
"We'd like better integration with other products."
"The chat portal is not that great."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"A chat bot needs to be added to the portal."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"On a specific version, it has been stable. But the whole point of the tool is historical data and, twice now, we have lost all of our historical data, as we've tried to move to the next version of the tool. That really removes a lot of the functionality that we've purchased the tool for."
"It would be nice if it could tell me more about my hardware, if there were any updates on the network that should be deployed, if some firmware needs to be deployed on the server, etc."
"Monitoring is useful but if the solution can't automate or function without my input, it's a waste of my time. That's where I found out there are some issues with this product, there are elements that are not as intuitive as they could or should be."
"One of the big areas that would help us in the future is to focus on using vROps more as a tool to help us respond to these CVEs and security vulnerabilities that are coming in today's world. We're getting CVEs upon CVEs about security vulnerabilities, whether it's a process, or architecture, or VMware bug. It would be nice to be able to have those come into vROps and help us track them across our environment... It would be nice if we could integrate that into a vROps dashboard, which sees every host and every VM in the environment."
"I would like to see them add a little bit more functionality and the ability to create more dashboards."
"Our hands are tied by using this product. It is not as flexible as it could be."
"User-friendly? It could probably use a little work there. It is something of a beast. There's a lot that it can do and getting in there and getting everything working the way you want it to can be challenging."
"If I had a container solution deployed on top of a VMware infrastructure, or outside as well, it would be really helpful."
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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