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 overall functionality of the product is excellent."
"There is a nice user interface."
"We found the initial setup to be very simple."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution’s timely automated triggers increase our IT team’s productivity."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"Depending on the size of your organization, is pretty standard and useful."
"Another valuable feature is the flexible user interface. They can manage all of the servers, the full lifecycle of VMs, on one screen."
"The product is stable."
"The most valuable features are the metrics and reporting aspects. The historical data and extraction enable us to tell where the trends are and where contentions may exist in the future."
"I find the system to be intuitive and user-friendly. In general, I'm quite happy with the entire setup. Once you configure the system, navigating the portal is pretty simple. They use a lot of the vSphere UI interface structure so it's intuitive, especially if you have used anything vSphere-related before."
"For repeated installations and provisioning of VMs, we now have a clear definition of what has been installed, and we can monitor all that stuff."
"Today, if I want to provision one VM, it takes me five minutes. Earlier, it would take a minimum of 30 minutes to go and choose everything. Now, I can just do one click and it can provision my whole VM. We also integrated with our Alexa, so even through voice functionality, I can create a VM. One of the guys at VMware, along with our partner, deployed that in our environment. If I say, "Hey, Alexa, I need a VM with four gigs of RAM," it will go and start creating it."
"The extensibility of the solution when it comes to writing your own ABX actions is a valuable feature. You can write it in PowerShell, JavaScript, or Python, which is great."
"Currently, the primary feature we're using in VMware Aria Automation is its ability to execute tasks quickly. However, we haven't explored other features like workload management or the full stack yet. So it's hard to make comparisons or fully utilize its potential until we expand our usage."
"It's hard to interact directly with the users themselves."
"The analytics could be better."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"A chat bot needs to be added to the portal."
"Freshservice's technical support has issues with delays and translations."
"I am not too happy with the page layout or screen layout since it always looks messy."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"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."
"My impression of its stability is "middle of the road." We've had some issues where it seems to be a little bit sensitive, where deployments fail and we don't really know a specific reason why. We'll dig through logs and try and figure out what's going on, but it's not always apparent as to why it failed. And you can kick it off again and it'll succeed. So stability could be better."
"We had a lot of issues at first. Especially with doing any kind of upgrades, it was a complete tear-down and a complete rebuild of all the Blueprints. The upgrade process was not easy or intuitive at all. But it seems to be getting better."
"It's not a smooth upgrade process. For a DTA environment, which is very simple, it is a smooth process, but for our production environment, which is quite enhanced and has a lot of dependencies, it's not easy at all, and it results in a lot of errors... It takes a lot of retries to upgrade which ends up being costly."
"I would like to see more automation, more ways to automate automation tasks."
"The deployment mechanisms for the initial deployment of the product line lacks the appropriate documentation to give someone who's never used it before... There might be cases where someone wants to go to the website, go to the doc section, and do a step-by-step on how to deploy it. That's really not as brushed-up as other documents I've seen that they have. That would definitely be an improvement on their end."
"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's not cheap."
"The stability on the 6.2 version is very bad. It crashes. VMware tech support knows the IIS component is a bit buggy."
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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