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."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."
"There is a nice user interface."
"The overall functionality of the product is excellent."
"The solution has been stable."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"We found the initial setup to be very simple."
"We have all the information that we need in one place and don't have to search for our monitoring tools everywhere."
"One of the most attractive features in vROps is collecting information, logs, and events and, after that, providing proactive predictions about usage of resources. vROps also offers recommendations. For example, in the next two months we might face problems with CPU usage. vROps predicted and forecasted these issues in advance. That's a very useful feature."
"It visualizes stuff better, so we can pinpoint or see problems"
"The most valuable feature is the seamless integration with the vSphere Client and being able to go quickly back and forth between an incident within the vSphere interface and the actual drilling into it within vROps, to identify problems."
"The initial setup was very straightforward. We spent a few days setting it up, then it was up and running."
"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."
"Getting firsthand information in the environment straight to the people that would respond to those actual alerts and events, in real time, versus a phone call or having to play catch up after the events happened."
"Instead of having a lot of people spend time doing manual tasks, it allows us to have dashboards and instantly show us any issues that we have, rather than trolling through log files."
"Freshservice could improve the integration with Microsoft Outlook."
"Freshservice's technical support has issues with delays and translations."
"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."
"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."
"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."
"A chat bot needs to be added to the portal."
"The initial setup was very straightforward. From the web interface, you can literally just go straight into actually installing vROps with very little previous knowledge required to get it up and running."
"The customization of reports isn't as great as I would like to see it. There are some canned ones."
"We do not find this solution to be user-friendly. There's still a lot of work that needs to be done and a lot of work has to go into getting the graphs right. It's not a "plug and play" type of thing. You really have to put in a lot of work. You always have to be aware of what's going on within the machines. It needs to be improved from end-to-end."
"Our hands are tied by using this product. It is not as flexible as it could be."
"If it could help with calculating on-prem costs, based on their experience, it would help customers determine whether to remain on-prem or move to the cloud."
"In this vCenter, my wish is to establish a backup system that doesn't require VIN. It involves creating a backup ticket directly from the vCenter for the virtual machines and performing the backup task for each server, ensuring redundancy without the need for additional software. This would be a preferable solution if all of this could be accomplished within vCenter itself."
"As they're able to add in more vendors for hardware to be able to pull information from different firewalls, switches, or other vendors, I would like to see where we can get more of a complete view of what's going on in the network. That would make this solution better."
"It could be a little bit quicker to drill into."
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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