We performed a comparison between Freshservice, IBM Tivoli Asset Management for IT, and Microsoft Configuration Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is a stable solution. My company hasn't faced any problems with the solution."
"Depending on the size of your organization, is pretty standard and useful."
"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 stable."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"IBM Tivoli Asset Management for IT is a user-friendly solution that has a good user interface."
"The product is very stable compared to older versions."
"The solution is user-friendly and easy to learn."
"The solution is highly scalable."
"The initial setup is straightforward and not too complicated."
"Patching is very effective and reporting is very good."
"We're a Microsoft-centric organization, so we are happy with the integration between products."
"Technical support was helpful and responsive."
"Microsoft Configuration Manager is integrated with other Microsoft products."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The chat portal is not that great."
"Their analytics need improvement."
"The round robin ticketing feature that they have is not ideal."
"Not integrated with Google."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice could improve the delegation and workflow management features."
"The solution’s initial setup is complex and technical support is not good enough."
"It would be better if automation options were available. For example, in Nexthink or SysTrack, there is an analytical tool. Creating dashboards would be very easy if you implement the same thing in Microsoft. That report will be a daily cost to the customers and good revenue for our organization. The price also could be better. In the next release, we need to include some features like tables, dashboards, surveys, services, and metrics in the dashboard. Whatever we are implementing will be downloaded by a report. Apart from the report, we will telecast from the dashboard. It's very easy to compare, and it will be easy to telecast to the end-users."
"I would like to see some improvements in WSUS and control of other, non-Microsoft, product updates."
"The solution is on-premises. The cloud version of the product, if a person needs to be on the cloud, would be InTune, which already exists as an option. SCCM doesn't need to offer cloud features for this reason."
"There's no way to say, "I want this maintenance window to be on the second Tuesday of the month." It's strict. This window is this and that's it. You can't fluctuate."
"The solution does not support remote devices so the CMG is still required."
"Regarding this, I'd like to mention the agent situation. When the agent on an end-user device is not functioning correctly, it can be quite problematic. It would be highly beneficial if there were a self-healing mechanism in place. Essentially, if the agent becomes corrupted or encounters issues, it should be able to rectify itself autonomously. This is particularly critical because, in order to utilize a tool like MECM (assuming you're referring to Microsoft System Center Configuration Manager), we need to deploy agents, known as AsMs, on all the devices we use, such as Windows 10 or Windows Server. Sometimes, when we deploy configurations or updates, they don't apply properly due to agent issues. This issue has been present since we began using MECM around 23 years ago. Unfortunately, there is currently no built-in mechanism for the agent to detect its own problems and initiate self-repair. Microsoft doesn’t have any feature to scan vulnerabilities and hence, they could include those."
"Some of the capabilities aren't fully developed yet. It's an ongoing work in progress. I think they are making some steps in the right direction as far as managing workstations centrally, like Intune."
"The time the solution takes for updating systems could be quicker. For example, the system information status is not updating as it should. Additionally, the database synchronization querying is slow and could be improved."
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