We performed a comparison between Freshservice and VMware Aria Automation 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."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 most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"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."
"We found the initial setup to be very simple."
"The solution’s timely automated triggers increase our IT team’s productivity."
"It allowed the development team to concentrate on the client’s requirements instead."
"Ability to scan barcodes and a great search feature."
"vRA provides that single pane of glass for our cloud tenants to deploy, monitor, access, and manage their VMs/guest operating systems."
"Today, if I want to provision one VM, it takes me five minutes. Earlier, it would take a minimum of 30 minutes to go and choose everything. Now, I can just do one click and it can provision my whole VM. We also integrated with our Alexa, so even through voice functionality, I can create a VM. One of the guys at VMware, along with our partner, deployed that in our environment. If I say, "Hey, Alexa, I need a VM with four gigs of RAM," it will go and start creating it."
"We've just shifted to an Agile development so there has absolutely been an improvement in speed to market. We now have consistent release plans because we have these environments as ready as they are."
"The most valuable feature that we have is that it's able to deploy several different operating systems, it's able to deploy whatever we want. We can take a template, spin it up, revise it, save it back off, and be able to have that for other departments. We can have one for our Dev team and one for our research team which has some specific requirements. We can keep track of them and deploy things automatically."
"One of the most valuable features is lifecycle management. It allows my teams to create, manage, and retire all of our infrastructure objects in the data center."
"It has saved us a lot of time and work. It helped us to reorganize some of our service lines, so we could be more efficient. For example, on our open system server team, we had 15 people building servers, now we have two."
"If you do a deployment for a proof of concept, it is simple."
"Having an enterprise service catalog and being able to automate various parts of our infrastructure are among the most important components."
"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."
"A chat bot needs to be added to the portal."
"Not integrated with Google."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The analytics could be better."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The round robin ticketing feature that they have is not ideal."
"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."
"It needs to be more dynamic with variable customization to make new workloads more reliable. It also needs to be faster. We are exploring vRA version 8 right now and maybe what I'm requesting is available in the new version, but we haven't yet explored it fully."
"The solution could be lighter. As an administrator, I would like to simplify the number of services I need to deploy. They took a significant step in that direction by removing all the Windows dependencies that we had in the past, but there are still a lot of services consuming resources."
"Our current use cases aren't very complex, but as our environment grows, we're seeing a greater need for automation. We're considering expanding our automation efforts, especially since other competitive products are starting to offer similar features."
"They should make it a little bit more dynamic, a little bit easier to deal with large-scale AD deployments. They need to make it a little more enterprise-ready. That is the one thing that kills us."
"The stability is why I rated it a seven and not higher. There were several cases where we had to restart some services because it wasn't working correctly anymore. People cannot extend their machine or replay their machine. There is no alert to say that there is a problem and that we should stop the service. The monitoring system is not very good."
"The upgrade experience is horrible. It's not straightforward, there are a lot of failures, a lot of support interactions. It's not something that we are able to pull off ourselves. I've been with vRA since it was termed vCSA. We've gone through multiple rounds, and it has never been easy."
"When you start to do a deployment where you need higher availability and more resiliency, then the complexity goes up drastically."
"I would like to see a simpler way of provisioning it. As is, we can automate the provisioning of a VM, however, when it comes to the external IPs, that is outside of VMware. But that has to be automated as well. If there was a way for us to have the virtual machines connect to switches that are external to VMware, that would be great. That way, it would handle the entire workflow from creation and provisioning of a VM to the connectivity to the external IP addresses which allow our customers to have access to the VM. Currently, that IP configuration has to be done manually."
Freshservice is ranked 14th in Cloud Management with 29 reviews while VMware Aria Automation is ranked 1st in Cloud Management with 133 reviews. Freshservice is rated 8.0, while VMware Aria Automation is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of VMware Aria Automation writes "Allows for a lot of orchestration or customization within our environment to suit our customers". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas VMware Aria Automation is most compared with Red Hat Ansible Automation Platform, VMware Aria Operations, vCloud Director, Morpheus and vCenter Orchestrator. See our Freshservice vs. VMware Aria Automation report.
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