We performed a comparison between Freshservice and ServiceNow IT Operations Management 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."There is a nice user interface."
"The solution has been stable."
"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."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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 is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The solution’s timely automated triggers increase our IT team’s productivity."
"From my perspective as an asset manager, the most valuable feature of the solution is the configuration management portion, where I can actively add something to the database."
"It is a stable solution. I have not experienced any system outages during my time using the solution."
"The way this solution has helped us is that it improved our communication."
"It is a market leader and is very implementation-friendly. Developers have a clear understanding of how the solution works, and it is mature enough to handle different client needs."
"It is a product that is familiar for a lot of users."
"I like the tool's CMBD connection with Discovery. The solution is also flexible."
"As a product, ServiceNow IT Operations Management is pretty strong, and it can discover non-IP devices."
"The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC. I also like that ServiceNow IT Operations Management is very user-friendly."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Their analytics need improvement."
"The chat portal is not that great."
"The round robin ticketing feature that they have is not ideal."
"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."
"A chat bot needs to be added to the portal."
"ServiceNow could be more prescriptive on how customers can leverage some of the benefits."
"The service discovery tool should include HR automations that automatically remove an employee who is leaving."
"The product needs to add a workflow insight tool."
"There are not enough apps in the app store to expand functionality. There should be more made available."
"The security policies could be increased."
"When it comes to improvements, I think that my colleagues and I often have issues finding the correct screen and the search box does not work as intended."
"Lacks the ability to do its own monitoring."
"I advise others not to customize a lot while using the solution."
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Freshservice is ranked 14th in Cloud Management with 29 reviews while ServiceNow IT Operations Management is ranked 9th in Cloud Management with 34 reviews. Freshservice is rated 8.0, while ServiceNow IT Operations Management is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ServiceNow IT Operations Management writes "A very capable solution that includes a valuable, user-friendly workflow management tool". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk and Microsoft Project, whereas ServiceNow IT Operations Management is most compared with OpsRamp, Moogsoft, Splunk ITSI (IT Service Intelligence), Datadog and BMC TrueSight Operations Management. See our Freshservice vs. ServiceNow IT Operations Management report.
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