We performed a comparison between Freshservice and VMware Aria Automation 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."It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The overall functionality of the product is excellent."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The blueprint functionality of the product is intuitive and user-friendly. The concept of the blueprints is visual and easy to use."
"VMware Aria Automation has made a lot of things easier. It has really helped the operations team to spin up the virtual machines."
"value; It does a lot of things automatically that would take our group, when we're already strapped for time, a lot of time to go through and clean stuff out of databases and the like."
"usability; Ease of use, the GUI, is probably the best feature, so that really anybody can use it. You don't have to be technical to be able to deploy a VM. I find it to be intuitive and user-friendly. Regarding some of the files that you feed it, you don't have to do a ton of development. You can feed it pretty standard configuration files. You don't have to be a developer, you don't have to know C# or Java or the like to get it going."
"To manage when VM's aren't being used, we have it set up so that it will auto-destroy them after a certain amount of time, obviously with permission from the user who owns it."
"Our users can order VMs using the API."
"Even with the virtualization, it would take us at least three or four days to create a VM. With vRA we have brought that down to seven minutes. The solution has helped increase infrastructure, agility, speed of provisioning, time to market, application agility. Everything got super fast."
"It benefits the speed of our development, and the speed of anything we test and send through to production."
"Their analytics need improvement."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"It's hard to interact directly with the users themselves."
"Not integrated with Google."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"I am not too happy with the page layout or screen layout since it always looks messy."
"A chat bot needs to be added to the portal."
"Automation or scripting should be simplified so that administrators who are not experts can have a better grasp of automation."
"I don't find it to be entirely user-friendly. There are a lot of complicated menus within menus within menus. Things move around from version to version."
"It would be nice in the next release if they added in tool tips. Whether you're putting it together, adding a blueprint, or you're making a change in the system, highlighting or selecting something and having it tell you what it does or what it will do would be nice. Because it's such a complex system, it's hard to work with unless you've been using it for years to know what everything is doing."
"The upgrade experience is horrible. It's not straightforward, there are a lot of failures, a lot of support interactions. It's not something that we are able to pull off ourselves. I've been with vRA since it was termed vCSA. We've gone through multiple rounds, and it has never been easy."
"vRO can get out of sync with vRA. We've run into every once in a while."
"The solution is intuitive, but not necessarily user-friendly. In particular, it's the documentation. It's a lot of going-through-the-weeds types of scenarios. There is just an abundance of information, so it's a matter of understanding how the objects or the relationships exist, and then, obviously, being able to access that information and knowing how to make use of it."
"When you start to do a deployment where you need higher availability and more resiliency, then the complexity goes up drastically."
"The initial setup was complex from beginning to delivery. The current version is a bit more complex than version 7 to deploy."
Freshservice is ranked 13th in Cloud Management with 29 reviews while VMware Aria Automation is ranked 1st in Cloud Management with 133 reviews. Freshservice is rated 8.0, while VMware Aria Automation is rated 8.0. 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 Automation writes "Allows for a lot of orchestration or customization within our environment to suit our customers". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas VMware Aria Automation is most compared with Red Hat Ansible Automation Platform, VMware Aria Operations, vCloud Director, Morpheus and vCenter Orchestrator. See our Freshservice vs. VMware Aria Automation report.
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