Buyer's Guide
Cloud Management
December 2022
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Curtis Braun - PeerSpot reviewer
Principal Consultant at Advc8 Consulting
Consultant
Top 10
Great rules-based automation with a helpful FreshChat widget and useful auto-responses
Pros and Cons
  • "We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
  • "Their analytics need improvement."

What is our primary use case?

We're using the product for an HR service center.

How has it helped my organization?

We had a historical kind of email-based contact center. What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service. When you're just dealing with Outlook and mailboxes, those are typically only limited to certain teams. This allows us to scale. It allows us to scale and engage other people that may be required to help support a ticket. We may need a certain level of expertise or help from a subsidiary area, allowing us to bring them into the conversation much more quickly without losing sight of the ticket or the customer. You don't get lost in multiple emails. You can, essentially, manage everything off an initial inquiry.

What is most valuable?

We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property. We really like that. 

We really like the auto-routing. 

The rules-based automation that they've got built into auto triage and auto disseminate to the right groups. 

We really like the auto-responses, as well. 

Their dashboard and their ability to follow the history of the ticket to see who's all engaged is very useful. It allows us to see who's engaged with it.

What needs improvement?

Their analytics need improvement.

Some of their integration could be better as well. 

Maybe this might be new in some of their newer versions. However, the chat should be an inherent part and shouldn't be a separate module.

The way they run their service portal, it would be nice if you didn't require users to log in. If they could go to a login agnostic model and be able to, using AI, auto triage and recognize if somebody submitted a ticket before, they should be able to do that in an automated fashion. They shouldn't force users to log in anymore.

For how long have I used the solution?

I've been using the solution for about two years. 

What do I think about the stability of the solution?

We've had no issues with stability or downtime at all.

What do I think about the scalability of the solution?

The solution can scale well. 

We have a couple of different deployments. In our specific deployment that I'm attached to, we would have about 40 users.

We have seen growth inside of our organization. We're not the only team that uses it. There's a second team, and they're much larger. They have about 150 users.

We've seen other scaled deployments for other purposes because of the success we've seen with Fresh. Will we see more growth in our specific HR area? Probably not. We're a small HR shop.

How are customer service and support?

They're not very good at technical support.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

I've used some of the Oracle products, like RightNow. I've had some ServiceNow utilization, as well.

How was the initial setup?

The initial setup wasn't easy or difficult. It was kind of in the middle. There's a lot of configuration you can do on your own. There is some stuff where you've got to involve your IT department. Overall,  that's what I like about Fresh compared to something like ServiceNow. It's pretty lightweight. It's pretty scalable and has a much simpler ease of implementation.

It requires very little maintenance. Maybe we had one person attached to it. However, it wasn't a full-time job for them. We don't have to have an in-house Fresh technical expert. It's pretty easy to figure out.

What about the implementation team?

We did it in-house with some of the initial onboarding direct from Fresh.

What was our ROI?

We have seen an ROI.

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

I'm not sure of the exact cost. I recall it being pretty small. 

Which other solutions did I evaluate?

When considering options,  I looked at Oracle again. We were looking at ServiceNow and Fresh, and we decided to go with Fresh, at least for short to medium term.

What other advice do I have?

I don't know what version we are using, however, in terms of what modules we're using, we're using Freshservice and Freshchat.

Like anything, the tool doesn't fix your service issues. It can help, however, you got to have the right philosophical mindset and your process fundamentals in place because the tool isn't always your silver bullet. 

In terms of your process and your philosophy, I find doing an implementation like Fresh should get you in that mindset. The other piece of advice I would give people contemplating this is, for example, where I love dashboards and data, and Fresh doesn't do the best job in this space. It's not implementation and done. There's always fine-tuning required, and there's always room for improvement. That's where it's important to look at your data, look at your utilization, and always go back and challenge some of your concepts once it's implemented.

I'd rate the solution eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Matjaž Godec - PeerSpot reviewer
CoOwner & CTO at a tech services company with 11-50 employees
Real User
Top 5
Good optimization but is immature and integration is complicated
Pros and Cons
  • "The optimization of the solution is quite interesting."
  • "The solution is still quite immature."

What is most valuable?

The optimization of the solution is quite interesting. It means we can prepare a bunch of VMs, and of course with self-service provisioning.

What needs improvement?

The solution is still quite immature.

Those CloudForms and similar products are very capable if you are some sort of programmer. It has the infrastructure, however, to actually make it work, you have to program it yourself inside the platform. It's okay as a platform, however, it is not a ready-made product. You have to do a lot of work.

The product is expensive. It would be ideal if they could work on their pricing model.

What I expect from Red Hat is for it to make configurations for common use cases. Red Hat CloudForms allows you to integrate with external sources. Yet, if you want to integrate something, then you have to program it in Ruby in order to integrate. If you want some features with this integration, they also have to be programmed. I know that with other products, it is more of a point and click integration. Often, also, there are knowledge bases or use cases that are already present as point-and-click functionality. 

For how long have I used the solution?

I've been using the solution for about three years at this point. It's been a while now.

What do I think about the stability of the solution?

The stability has been very good so far. We haven't had to deal with bugs or glitches. It doesn't crash or freeze. It's good.

What do I think about the scalability of the solution?

While we haven't tried to scale the VMs just yet, for us the scalability has been okay. An organization that needs to expand it should be able to.

Currently, in our company, we only really have four people on the solution that administer it.

How are customer service and technical support?

We don't use technical support very much due to the fact that we are a very open-source company and are accustomed to doing our own self-support.

Which solution did I use previously and why did I switch?

We did not previously use a different solution.

How was the initial setup?

The initial setup is not too complex. It's pretty straightforward and simple. We didn't face any complications during implementation.

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

The pricing of the solution is quite high. It's something that could be worked on.

Which other solutions did I evaluate?

We evaluated a few other solutions. We knew the products of VM-Ware and others like Oracle VM and so, however not so much about their cloud management. 

We have looked into the OpenStack and implemented some OpenStack, however, it is not quite in the same territory. With CloudForms, for example, we can manage OpenStack, however, OpenStack can manage itself only, and not other platforms.

What other advice do I have?

We're partners with Red Hat.

I'm not sure of which version of the solution we are using. It's some aspect of version four.

We use both hybrid and on-premises deployment models.

On a scale from one to ten, I would rate the solution at a five.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
AANKITGUPTAA - PeerSpot reviewer
Consultant at Pi DATACENTERS
Real User
Top 5Leaderboard
Easily leverage the capabilities for server and network virtualizations
Pros and Cons
  • "The solution has more capabilities than OpenStack and integrates well with NSX and vCenter."
  • "The solution should integrate with other cloud systems such as Azure ARC and OpenStack."

What is our primary use case?

Our company uses the solution as a cloud service provider for our virtual data center that serves 100 customers. 

We create demands and assign them to customers who run the workloads, access virtual machines, and perform network operations. 

What is most valuable?

The solution has more capabilities than OpenStack and integrates well with NSX and vCenter. 

Multiple events can be managed in the solution's environment.

It is easy to leverage the capabilities for server and network virtualization. 

What needs improvement?

The solution should integrate with other cloud systems such as Azure ARC and OpenStack. 

For how long have I used the solution?

I have been using the solution for six months. 

What do I think about the stability of the solution?

The solution is stable. 

What do I think about the scalability of the solution?

The solution is scalable. 

How are customer service and support?

Technical support is good and I rate them a ten out of ten. 

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Our company previously used OpenStack. 

How was the initial setup?

The setup and deployment are rather complex because all networking and storage components need to be included. 

What about the implementation team?

We partnered with the vendor for initial deployment. Our internal team of four included server, network, and VMware administrators. 

What was our ROI?

The solution provides us with the capability to offer managed services where we realize ROI. 

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

I recommend using the Enterprise or Enterprise Plus licenses because they unlock all of the solution's capabilities from the operational, networking, and log-in sides. A mid-high or high license will allow you to deliver all of the features available.

Which other solutions did I evaluate?

We evaluated the solution against OpenStack and decided to switch. 

What other advice do I have?

I rate the solution a nine out of ten. 

Which deployment model are you using for this solution?

Public Cloud

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

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
Cloud Management
December 2022
Get our free report covering VMware, Amazon, VMware, and other competitors of Oracle Enterprise Manager Cloud Control. Updated: December 2022.
655,711 professionals have used our research since 2012.