Freshservice vs IBM Turbonomic comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice and IBM Turbonomic 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.
To learn more, read our detailed Freshservice vs. IBM Turbonomic Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property.""The solution’s timely automated triggers increase our IT team’s productivity.""I do 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.""The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.""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.""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.""We found the initial setup to be very simple.""Freshservice's best feature is its user-friendliness."

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"The most valuable features are the cluster utilization reports and the resource capacity planning. We can simulate how much capacity we can add to the current resources. The individual DM reports and VM-facing recommendations report are also helpful.""The most important feature to us is an objective measurement of VM headroom per cluster. In addition, the ability to check for the right-sizing of VMs.""Turbonomic can show us if we're not using some of our storage volumes efficiently in AWS. For example, if we've over-provisioned one of our virtual machines to have dedicated IOPs that it doesn't need, Turbonomic will detect that and tell us.""Using this product helps us to reduce performance risk because it shows us where resources are needed but not yet allocated.""The automation and orchestration components are definitely the best part, as you can tell it what it can do and when, and just let it be.""We have VM placement in Automated mode and currently have all other metrics in Recommend mode.""It has automated a lot of things. We have saved 30 to 35 percent in human resource time and cost, which is pretty substantial. We don't have a big workforce here, so we have to use all the automation we can get.""In our organization, optimizing application performance is a continuous process that is beyond human scale. We would not be able to do the number of actions that Turbonomic takes on a daily, weekly, and monthly basis. It is humanly impossible with the little micro adjustments that it can make. That is a huge differentiator. If you just figure each action could take anywhere very conservatively from five to 10 minutes to act upon, then you multiply that out by thousands of actions every month, it is easily something where you could say, "I am saving a couple of FTEs.""

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Cons
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery.""Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything.""Freshservice could improve the integration with Microsoft Outlook.""A chat bot needs to be added to the portal.""We'd like better integration with other products.""We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions.""The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.""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."

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"There are a few things that we did notice. It does kind of seem to run away from itself a little bit. It does seem to have a mind of its own sometimes. It goes out there and just kind of goes crazy. There needs to be something that kind of throttles things back a little bit. I have personally seen where we've been working on things, then pulled servers out of the VMware cluster and found that Turbonomic was still trying to ship resources to and from that node. So, there has to be some kind of throttling or ability for it to not be so buggy in that area. Because we've pulled nodes out of a cluster into maintenance mode, then brought it back up, and it tried to put workloads on that outside of a cluster. There may be something that is available for this, but it seems very kludgy to me.""It can be more agnostic in terms of the solutions that it provides. It can include some other cost-saving methods for the public cloud and SaaS applications as well.""I do not like Turbonomic's new licensing model. The previous model was pretty straightforward, whereas the new model incorporates what most of the vendors are doing now with cores and utilization. Our pricing under the new model will go up quite a bit. Before, it was pretty straightforward, easy to understand, and reasonable.""The GUI and policy creation have room for improvement. There should be a better view of some of the numbers that are provided and easier to access. And policy creation should have it easier to identify groups.""It would be good for Turbonomic, on their side, to integrate with other companies like AppDynamics or SolarWinds or other monitoring softwares. I feel that the actual monitoring of applications, mixed in with their abilities, would help. That would be the case wherever Turbonomic lacks the ability to monitor an application or in cases where applications are so customized that it's not going to be able to handle them. There is monitoring that you can do with scripting that you may not be able to do with Turbonomic.""The reporting needs to be improved. It's important for us to know and be able to look back on what happened and why certain decisions were made, and we want to use a custom report for this.""Recovering resources when they're not needed is not as optimized as it could be.""Some features are only available via changes to the deployment YAML, and it would be better to have them in the UI."

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Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "We felt the pricing was very fair for the product. It is in no way prohibitive for larger deployments, unlike other similar product on the market."
  • "Contact the Turbonomic sales team, explain your needs and what you're looking to monitor. They will get a pre-sales SE on the phone and together work up a very accurate quote."
  • "What I can advise is to trial the product, taking advantage of the Turbonomic pre-sales implemention support and kickstart training."
  • "Licensing is per socket, so load up on the cores rather than a lot of lower core CPUs."
  • "You should understand the cost of your physical servers and how much time and money you are spending year over year on expanding your virtual farm."
  • "Price is a big one. VMTurbo was very competitively priced."
  • "If you're a super-small business, it may be a little bit pricey for you... But in large, enterprise companies where money is, maybe, less of an issue, Turbonomic is not that expensive. I can't imagine why any big company would not buy it, for what it does."
  • "It was an annual buy-in. You basically purchase it based on your host type stuff. The buy-in was about 20K, and the annual maintenance is about $3,000 a year."
  • More IBM Turbonomic Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 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… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Top Answer:I have not seen Turbonomic's new pricing since IBM purchased it. When we were looking at it in my previous company before IBM's purchase, it was compatible with other tools.
    Top Answer:I would like Turbonomic to add more services, especially in the cloud area. I have already told them this. They can add Azure NetApp Files. They can add Azure Blob storage. They have already added… more »
    Top Answer:I mostly provide it to my clients. There are multiple reasons why they would use it depending on the client's needs and their solution.
    Ranking
    13th
    out of 75 in Cloud Management
    Views
    166
    Comparisons
    108
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    4th
    out of 75 in Cloud Management
    Views
    5,752
    Comparisons
    2,746
    Reviews
    18
    Average Words per Review
    1,483
    Rating
    8.5
    Comparisons
    Also Known As
    Flint
    Turbonomic, VMTurbo Operations Manager
    Learn More
    IBM
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    Interactive Demo
    Freshworks
    Demo Not Available
    Overview

    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:

    • 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.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • 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."

    IBM Turbonomic is a performance and cost optimization platform for public, private, and hybrid clouds used by customers to assure application performance while eliminating inefficiencies by dynamically resourcing applications through automated actions. Common use cases include cloud cost optimization, cloud migration planning, data center modernization, FinOps acceleration, Kubernetes optimization, sustainable IT, and application resource management. Turbonomic customers report an average 33% reduction in cloud and infrastructure waste without impacting application performance, and return-on-investment of 471% over three years. Ready to take a closer look? Explore the interactive demo or start your free 30-day trial today!

    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    IBM, J.B. Hunt, BBC, The Capita Group, SulAmérica, Rabobank, PROS, ThinkON, O.C. Tanner Co.
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Comms Service Provider18%
    Manufacturing Company18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    REVIEWERS
    Healthcare Company13%
    Manufacturing Company13%
    Financial Services Firm13%
    Energy/Utilities Company7%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm15%
    Manufacturing Company8%
    Healthcare Company5%
    Company Size
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    REVIEWERS
    Small Business17%
    Midsize Enterprise23%
    Large Enterprise60%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise11%
    Large Enterprise70%
    Buyer's Guide
    Freshservice vs. IBM Turbonomic
    March 2024
    Find out what your peers are saying about Freshservice vs. IBM Turbonomic and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Freshservice is ranked 13th in Cloud Management with 29 reviews while IBM Turbonomic is ranked 4th in Cloud Management with 204 reviews. Freshservice is rated 8.0, while IBM Turbonomic is rated 8.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of IBM Turbonomic writes "The solution reduced our operational expenditures and is able to identify points before we even noticed them ". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas IBM Turbonomic is most compared with VMware Aria Operations, Azure Cost Management, Cisco Intersight, VMware Aria Cost powered by CloudHealth and VMware vSphere. See our Freshservice vs. IBM Turbonomic report.

    See our list of best Cloud Management vendors.

    We monitor all Cloud Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.