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Buyer's Guide
IT Asset Management
September 2022
Get our free report covering Lansweeper, ConnectWise, ServiceNow, and other competitors of ManageEngine IT Asset Management. Updated: September 2022.
634,550 professionals have used our research since 2012.

Read reviews of ManageEngine IT Asset Management alternatives and competitors

Senior IT professional at a financial services firm with 51-200 employees
Real User
Cloud-based and cost-effective but issues with picking up assets
Pros and Cons
  • "Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
  • "Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

What is our primary use case?

I use Freshservice as an ISTM tool to implement the policies and procedures for ISM 20000.

How has it helped my organization?

Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably. It's also allowed us to improve our change management and understand the impact of changes before they're implemented.

What is most valuable?

Freshservice's best features are that it's cloud-based, cost-effective, and has a flexible pricing scheme.

What needs improvement?

Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything (including PCs, printers, physical and virtual servers, and hypervisors). Another issue is the self-service portal, which doesn't always give full visibility of the stage a request is at or who has approved it. In addition, Freshservice doesn't support copy-pasting reports into the dashboard module.

For how long have I used the solution?

I've been using Freshservice for just under a year.

What do I think about the stability of the solution?

Freshservice's stability is good - it'll take whatever you throw at it.

What do I think about the scalability of the solution?

Freshservice is scalable, though it comes with additional costs.

How are customer service and support?

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

How would you rate customer service and support?

Neutral

What about the implementation team?

We used an in-house team with the support of an implementation partner.

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

We evaluated BMC Remedy and ManageEngine but chose Freshservice because it was cloud-based and more cost-effective.

What other advice do I have?

Freshservice is a good solution for SMBs with straightforward networks and workflows. I'd advise anybody thinking of implementing it to document every requirement they have of an ITSM tool and discuss them with the Freshservice team to ensure each one is met. I'd give Freshservice a rating of seven out of ten.

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
IT Asset Management
September 2022
Get our free report covering Lansweeper, ConnectWise, ServiceNow, and other competitors of ManageEngine IT Asset Management. Updated: September 2022.
634,550 professionals have used our research since 2012.