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."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."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Ability to scan barcodes and a great search feature."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"The overall functionality of the product is excellent."
"The solution’s timely automated triggers increase our IT team’s productivity."
"We found the initial setup to be very simple."
"It has definitely increased speed of VM deployment. When a normal server-request would come in, it might take anywhere from three to four days to deploy. Now, within 15 minutes, they can click and have something up and running."
"The setup was complex in many ways. The first reason is that we have many teams who work on it so it gets complicated gathering all of the people. The second reason is that it can be complicated to install it quickly, within a reasonable amount of time."
"It's much more stable than the highest available variant."
"The most valuable feature of VMware Aria Automation is the versatile automation and deployments."
"The self service portal: People don't have to come to us to request something. They can just go fill out a form. Within 30 minutes, they have what they requested."
"The setup was straightforward. We upgraded to a newer version seamlessly. It worked really well."
"Having an enterprise service catalog and being able to automate various parts of our infrastructure are among the most important components."
"It allows some of the tenants to self-provision their machines, so they don't have to wait for us to create the machine for them."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Freshservice could improve the delegation and workflow management features."
"Not integrated with Google."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice's technical support has issues with delays and translations."
"It's hard to interact directly with the users themselves."
"The round robin ticketing feature that they have is not ideal."
"With the workflow aspect, which has manual intervention, a policy needs to be approved by somebody. There could be better management of that piece with better templates. It is like a workflow engine, but does not have enough example templates to do certain things. A lot of people waste a lot of time trying to figure out the same thing, and everybody is trying to figure out the same thing, e.g., how to make a MySQL cluster in a Windows environment?"
"It would be nice if, at the director level, the manager level, there was a pretty graphic. They don't like to see numbers and line items, they want to see graphs and scales and real world pictures. That would support better reporting."
"Our current use cases aren't very complex, but as our environment grows, we're seeing a greater need for automation. We're considering expanding our automation efforts, especially since other competitive products are starting to offer similar features."
"I would like to see better integration capabilities. Maybe if they could develop libraries within Aria Automation for simpler integration with other third-party solutions, instead of just basic integration."
"Normally, on the first call to technical support, you don't get the right person. The log analysis takes a long time. This is something which should be improved."
"VMware Aria Automation could improve reporting of the policies. They are difficult to customize. We have many policies but they are not able to be modified to what we want."
"It needs to be more dynamic with variable customization to make new workloads more reliable. It also needs to be faster. We are exploring vRA version 8 right now and maybe what I'm requesting is available in the new version, but we haven't yet explored it fully."
"The stability needs a lot of work. The troubleshooting component of vRealize is a pain. The administration and the upgrades are not up to the mark. If they were able to improve on that, that would be the best thing and would make it much easier to run it in the enterprise."
Freshservice is ranked 14th 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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