We performed a comparison between Freshservice and IBM Tivoli Asset Management for IT based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Depending on the size of your organization, is pretty standard and useful."
"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."
"There is a nice user interface."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"IBM Tivoli Asset Management for IT is a user-friendly solution that has a good user interface."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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 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's technical support has issues with delays and translations."
"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."
"It's hard to interact directly with the users themselves."
"The solution’s initial setup is complex and technical support is not good enough."
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Freshservice is ranked 3rd in IT Asset Management with 29 reviews while IBM Tivoli Asset Management for IT is ranked 17th in IT Asset Management with 1 review. Freshservice is rated 8.0, while IBM Tivoli Asset Management for IT is rated 7.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of IBM Tivoli Asset Management for IT writes "A user-friendly solution that has a good user interface, but its technical support is not good enough". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas IBM Tivoli Asset Management for IT is most compared with BigFix, ServiceNow, Microsoft Configuration Manager and BMC Helix Discovery.
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