We performed a comparison between Freshservice and ServiceNow IT Operations Management 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."Ability to scan barcodes and a great search feature."
"It allowed the development team to concentrate on the client’s requirements instead."
"The solution has been stable."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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 solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It is a market leader and is very implementation-friendly. Developers have a clear understanding of how the solution works, and it is mature enough to handle different client needs."
"As a product, ServiceNow IT Operations Management is pretty strong, and it can discover non-IP devices."
"The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC. I also like that ServiceNow IT Operations Management is very user-friendly."
"The dashboard maintenance is very good, and the tool doesn't get stuck."
"Their Event Management is very good."
"It helps streamline management and processes."
"The solution allows you to subscribe to the features you need and utilize CMDB, ITSM, and discovery on the same platform."
"It has been very useful for tracking. It has evolved a lot over time, and there is a single pane of glass where you can track and see everything."
"The round robin ticketing feature that they have is not ideal."
"The chat portal is not that great."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"It's hard to interact directly with the users themselves."
"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."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"There is a slower learning curve associated with the tool's scripting part. It is also not cheap."
"Lacks the ability to do its own monitoring."
"I would like more manual issues to have automated report-facing options."
"ServiceNow IT Operations Management could be improved by providing more user customization options."
"The pricing is high."
"The tool can be improved by including more detailed information to assist new users."
"Enhancing automation-related solutions, such as Wi-Fi, porting, machinery, and product automation would help to achieve better operational outcomes."
"The initial setup phase was hard and could be made easier."
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Freshservice is ranked 13th in Cloud Management with 29 reviews while ServiceNow IT Operations Management is ranked 9th in Cloud Management with 35 reviews. Freshservice is rated 8.0, while ServiceNow IT Operations Management is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ServiceNow IT Operations Management writes "A very capable solution that includes a valuable, user-friendly workflow management tool". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and Qualys VMDR, whereas ServiceNow IT Operations Management is most compared with OpsRamp, Moogsoft, Splunk ITSI (IT Service Intelligence), Datadog and BMC TrueSight Operations Management. See our Freshservice vs. ServiceNow IT Operations Management report.
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