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."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."
"Ability to scan barcodes and a great search feature."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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."
"The overall functionality of the product is excellent."
"Before it would take months to deploy a VM, now, with this solution, we can deploy many VMs in one hour. We can do a stack of them with Mediaware."
"The most valuable feature is vRA’s ability to integrate whether with additional VMware vRealize suites or other vendors' cloud products."
"Even with the virtualization, it would take us at least three or four days to create a VM. With vRA we have brought that down to seven minutes. The solution has helped increase infrastructure, agility, speed of provisioning, time to market, application agility. Everything got super fast."
"The automation part is valuable, especially where vRA integrates with vRO, because it reduces the amount of effort we have to make."
"Our users can order VMs using the API."
"Our customers don't have to manage HVAC and space and cooling and all of those things that they used to have to do. Today, all they have to do is provision a server and manage their users."
"VMware Aria Automation has made a lot of things easier. It has really helped the operations team to spin up the virtual machines."
"The extensibility of the solution when it comes to writing your own ABX actions is a valuable feature. You can write it in PowerShell, JavaScript, or Python, which is great."
"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 analytics could be better."
"The chat portal is not that great."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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."
"The round robin ticketing feature that they have is not ideal."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"It has a learning curve."
"The setup needs coding. It's not easy. It's not straightforward."
"I don't find it to be entirely user-friendly. There are a lot of complicated menus within menus within menus. Things move around from version to version."
"It would be nice in the next release if they added in tool tips. Whether you're putting it together, adding a blueprint, or you're making a change in the system, highlighting or selecting something and having it tell you what it does or what it will do would be nice. Because it's such a complex system, it's hard to work with unless you've been using it for years to know what everything is doing."
"In terms of additional features, I would like it to be able to poll my vCenter infrastructure more rapidly and adapt to changes quickly. It should alert me and let me know when there are broken components, as a result of underlying infrastructure changes. It needs to be more stringent."
"The connectivity between VMs is easy, but they can be made more effective if we have a single proof point where we can configure all the biggest data at a single point."
"I would like them to improve the product training."
"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."
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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