Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
- ITIL-aligned processes
- Intelligent AI/ML capabilities
- Advanced CSAT
- Extensible platform
- Self-service portal
- Smart automations
- Service catalog
- Effective monitoring and alerting
- Out-of-box analytics
- Mobile app
- Marketplace apps
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
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Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
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Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
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Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
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Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
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Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "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."
Symantec IT Management Suite enables IT administrators to securely manage the entire lifecycle of desktops, laptops, and servers across Windows, Mac, Linux, Unix, and virtual environments including deployment, asset management, and patch management to reduce costs and increase productivity. IT Management Suite 8.0 brings significant new functionality and enhancements to this already feature rich solution. Before covering what’s new in version 8.0, here’s a quick overview of some of the key capabilities of IT Management Suite:
- Reduce the cost of deploying and managing servers, desktops, and laptops from a centralized location in your environment
- Discovers, inventories, and tracks all the hardware and software assets in your IT infrastructure and manages the relationships between them in the Configuration Management Database (CMDB)
- Centralizes and simplifies patch management. With this solution you can detect and repair security vulnerabilities for Windows, Mac, and Linux operating systems as well as Microsoft and over 50 non-Microsoft applications
With Valuemation you can choose which modules you want to start with. Additional modules can be added at any time if required.
The Valuemation Suite not only covers the usual ITSM processes, but also offers advanced modules – e. g. for software license management, IT financial management, infrastructure and business service monitoring, customer relationship management, innovation management, IT analytics, etc.
In addition, Valuemation can also be used at any time in other service areas and thus as a central tool for Enterprise Service Management throughout the company.
