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 admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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 most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Depending on the size of your organization, is pretty standard and useful."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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 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."
"vRealize Automation has improved the speed of provisioning just by automating things, making people think about whether a human really needs to do something or can we make the machines do it for us. It is a lot faster to deploy things now."
"The product is stable."
"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."
"The setup is getting better with each version."
"The customer can set up multiple machine blueprints. Therefore, we are able to customize the template of three machines, then the customer can deploy without knowing anything about the IT business."
"A lot of its DevOps for infrastructure capabilities improve reliability. Much effort was put in by some customers, like a large automobile manufacturer, a large telecom, and two large banks, to achieve a certain level of capabilities in this space. These DevOps for infrastructure capabilities have saved time for developers. In one use case for a large marketplace, a typical release cycle took about 80 hours and was brought down to three hours by automating deployment for developers. The quicker that deployments happen, the faster that they can do their product release cycles."
"vRA helps automate deployment for developers. We do a lot of orchestration or customization within our environment so it will suit each of our customers. So, we have different business units who have their own templates."
"We'd like better integration with other products."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"It's hard to interact directly with the users themselves."
"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."
"Freshservice could improve the delegation and workflow management features."
"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."
"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."
"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 has a learning curve."
"The setup needs coding. It's not easy. It's not straightforward."
"I would like to see more integration to do things like DR, from a court perspective. Today, for us, SRM doesn't scale because each of our customers has a local vCenter environment as well as the vCenter in our environment. So we can't get SRM to scale to the point to which we need. From an integration perspective, DR inside of that would be good."
"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."
"I don't find the solution to be intuitive and user- friendly. The GUI is really complicated. Tracking down logs and errors is very hard. Then, it takes a specialized JavaScript person to build. Also, I'm not sure how the upgrades are going now, but they definitely need to evolve the upgrade process. Finally, the logs are very generalized. Giving more of an indicator of what's actually going wrong, rather than just a generic error code, would help."
"I'm not wanting any particular feature; but there should be cost reductions. VMware comes at a high cost, and that's why we are in the process of transitioning to a more affordable alternative."
"It's not cheap."
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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