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."It allowed the development team to concentrate on the client’s requirements instead."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Depending on the size of your organization, is pretty standard and useful."
"Ability to scan barcodes and a great search feature."
"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."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Freshservice's best feature is its user-friendliness."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"I am impressed with the tool's ability to track information in an easy way."
"The solution is very capable and user friendly."
"ServiceNow IT Operations Management is a stable product."
"It is easy to use and simple to learn."
"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."
"The auto remediation feature has been most valuable. They have also introduced an AOP feature of ServiceNow that we are keen to explore."
"The solution allows you to subscribe to the features you need and utilize CMDB, ITSM, and discovery on the same platform."
"The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good."
"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."
"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."
"The analytics could be better."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"A chat bot needs to be added to the portal."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"ServiceNow could be more prescriptive on how customers can leverage some of the benefits."
"There is room for improvement in the stability of ServiceNow."
"The service discovery tool should include HR automations that automatically remove an employee who is leaving."
"If you are new to using the solution, you will find the setup complex."
"My managers would say that the price is too high. We wanted to also have the visibility version of it, but it's too expensive for us. Going for visibility would have doubled up the price."
"I advise others not to customize a lot while using the solution."
"Enhancing automation-related solutions, such as Wi-Fi, porting, machinery, and product automation would help to achieve better operational outcomes."
"Service mapping is pretty limited."
More ServiceNow IT Operations Management Pricing and Cost Advice →
Freshservice is ranked 14th in Cloud Management with 29 reviews while ServiceNow IT Operations Management is ranked 10th in Cloud Management with 34 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.
See our list of best Cloud Management vendors.
We monitor all Cloud Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
