We performed a comparison between AWS Control Tower and Freshservice 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."AWS Control Tower helps to save a lot of work and manage multiple accounts."
"AWS Control Tower helps companies save costs."
"It aligns well with the customer's needs and it ultimately fosters a strong customer-company relationship."
"The most significant benefit of Control Tower is its capability to align with our organization's standards."
"With Control Tower, there are ready-to-use automated templates available, simplifying the implementation of a centralized management solution."
"It provides centralized solutions for all AWS accounts in one place, customized to meet the organization's specific needs."
"There are two features in Control Tower which are the most valuable. One is the guardrails because it has preventive and detective guardrails."
"It is incredibly user-friendly and functions seamlessly."
"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."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Depending on the size of your organization, is pretty standard and useful."
"We found the initial setup to be very simple."
"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."
"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."
"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."
"It is essential to clarify that this isn't necessarily a drawback of the service, but having a clear and concise set of predefined guidelines from AWS for moving existing accounts under AWS Control Tower would be highly beneficial as it would simplify the process and make it more user-friendly."
"The integration with other AWS functions has room for improvement."
"The tool's setup is very technical. Its pricing can be cheaper."
"The process of closing an AWS account using Control Tower needs improvements to simplify it, especially when managing multiple accounts."
"The sole drawback is its restriction to enable only one Control Tower."
"There should be more automation security tools in the Control Tower."
"AWS Control Tower should improve its fast execution. It also needs more tools for triggering and monitoring AWS services. AWS Control Tower needs more tracking as well."
"The solution's stability could be improved."
"The round robin ticketing feature that they have is not ideal."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"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."
"Freshservice's technical support has issues with delays and translations."
"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."
"Freshservice could improve the delegation and workflow management features."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
AWS Control Tower is ranked 11th in Cloud Management with 15 reviews while Freshservice is ranked 14th in Cloud Management with 29 reviews. AWS Control Tower is rated 8.2, while Freshservice is rated 8.0. The top reviewer of AWS Control Tower writes "A robust protection for efficient cloud governance and security". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". AWS Control Tower is most compared with AWS Trusted Advisor, Oracle Enterprise Manager Cloud Control, VMware Aria Automation, Morpheus and VMware Aria Cost powered by CloudHealth, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our AWS Control Tower vs. Freshservice report.
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