I use Freshservice as an ISTM tool to implement the policies and procedures for ISM 20000.
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.
Freshservice's best features are that it's cloud-based, cost-effective, and has a flexible pricing scheme.
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.
I've been using Freshservice for just under a year.
Freshservice's stability is good - it'll take whatever you throw at it.
Freshservice is scalable, though it comes with additional costs.
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.
We used an in-house team with the support of an implementation partner.
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.
We evaluated BMC Remedy and ManageEngine but chose Freshservice because it was cloud-based and more cost-effective.
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.
