We performed a comparison between Freshservice and VMware Aria Operations 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."The solution’s timely automated triggers increase our IT team’s productivity."
"The overall functionality of the product is excellent."
"Depending on the size of your organization, is pretty standard and useful."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Ability to scan barcodes and a great search feature."
"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."
"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."
"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."
"Some of the forecasting features give us a picture of, let's say, in six months I know that my storage will be full, or I'll be out of resources. It gives us a little bit of forecasting."
"vROps was the only tool which we found which was capable at the time to create customized dashboards."
"When we have problems with applications, we are fast with troubleshooting because we use vROps."
"We use the product to minimize downtime, as well as be in a position to plan for future growth."
"The system dashboards allow us to drill down into systems and find how they are talking to each other. They allow us to fix issues quickly and easily for the end user."
"It's very easy to use and very stable. Scaling up for future use will be no issue with this solution."
"The alerting feature would be the most valuable feature for us. It gathers more metrics. In the latest versions, there are metrics that are being exactly captured with vCenter which are a bit better. Aside for that it provides a historical analysis of metrics over time."
"The value from vROps, from a traditional sense that we had, is the visibility into the back-end, to know when we are having issues with VMs before it actually becomes an end user issue."
"It's hard to interact directly with the users themselves."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"Technical support is good, once you pass the first level."
"We would like the return of the additional partner marketplaces, like DataCore. My customers miss the integration to DataCore."
"It can get a bit complex when getting into the endpoint monitoring during setup."
"I would like to have more documentation, in the form of knowledge bases, that better explain the technology, related products, and what the capabilities are."
"I would like to see more integration between vRealize Operations, Log Insight, and Network Insight. It would be nice if they worked a bit better together."
"There is a lot of stuff which is hard to read and understand. I must do a lot of research to understand what is going on with the hardware."
"Certificate Management should be simplified for non-technical staff members."
"It's a very complex product. It has gotten better over the years, but they still have some work to do. It still requires a lot of time, and some training, to get accustomed to it."
Freshservice is ranked 14th in Cloud Management with 29 reviews while VMware Aria Operations is ranked 2nd in Cloud Management with 360 reviews. Freshservice is rated 8.0, while VMware Aria Operations 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 VMware Aria Operations writes "It has good stability, but the report-generating feature needs improvement". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas VMware Aria Operations is most compared with VMware Aria Automation, VMware vSphere, IBM Turbonomic, Veeam ONE and Nutanix Prism. See our Freshservice vs. VMware Aria Operations report.
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