We performed a comparison between Freshservice and ServiceNow IT Operations Management 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."
"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 solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"There is a nice user interface."
"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."
"We found the initial setup to be very simple."
"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."
"It helps streamline management and processes."
"I am impressed with the tool's ability to track information in an easy way."
"The initial setup is very straightforward. A person just needs to join a team to access the network and that's all."
"The asset management tools are very valuable."
"The Discovery feature is the most valuable. I only use the Discovery and Service Mapping features. I am using the minor subscription called ITOM Visibility, which includes the Discovery and Service Mapping features. It is easy to understand and easy to use. It has a lot of documentation. You can find a lot of help online, which helps me in finding what I need in a rapid way. You can find videos on YouTube channels and a lot of stuff and information in the online community."
"It's easy to set up."
"It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom."
"The dashboard maintenance is very good, and the tool doesn't get stuck."
"The analytics could be better."
"Freshservice could improve the delegation and workflow management features."
"Freshservice could improve the integration with Microsoft Outlook."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"A chat bot needs to be added to the portal."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"ServiceNow IT Operations Management could be improved by providing more user customization options."
"The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually."
"The solution's licensing model is a bit complicated. It should be simple and easy for people to understand."
"There are not enough apps in the app store to expand functionality. There should be more made available."
"Enhancing automation-related solutions, such as Wi-Fi, porting, machinery, and product automation would help to achieve better operational outcomes."
"Service mapping is pretty limited."
"My managers would say that the price is too high. We wanted to also have the visibility version of it, but it's too expensive for us. Going for visibility would have doubled up the price."
"There is a slower learning curve associated with the tool's scripting part. It is also not cheap."
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Freshservice is ranked 14th in Cloud Management with 29 reviews while ServiceNow IT Operations Management is ranked 10th in Cloud Management with 35 reviews. Freshservice is rated 8.0, while ServiceNow IT Operations Management 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 ServiceNow IT Operations Management writes "A very capable solution that includes a valuable, user-friendly workflow management tool". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and Qualys VMDR, whereas ServiceNow IT Operations Management is most compared with OpsRamp, Moogsoft, Splunk ITSI (IT Service Intelligence), Datadog and BMC TrueSight Operations Management. See our Freshservice vs. ServiceNow IT Operations Management report.
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