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."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 most valuable features of Freshservice are the notifications, customization, and flexibility."
"There is a nice user interface."
"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."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"vRealize automation stability is pretty good. They are always fixing bugs. The product team is doing a great job of addressing any issues that we might have."
"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 extensibility of it and the customization of a lot of the Blueprints, that you can customize, and the community as a whole. There's a ton of community-generated Blueprints that might be (helpful) to set up a design for your automation needs, that you can use as a base and go on from there and make changes to it."
"Instead of only deploying templates, we can deploy blueprints which are easier on day-to-day operations."
"The most valuable features are the metrics and reporting aspects. The historical data and extraction enable us to tell where the trends are and where contentions may exist in the future."
"The most valued feature is the streamlining of the DevOps process, automation and orchestration. It provides the ability for the entire Dev lifecycle to actually be incorporated into a single stream."
"The most valuable features for us are capacity planning as well as environment life management; putting in specific templates and workflows that we know are secure. That solidifies the environments that we're in or that are being provisioned. We also know that every environment being provisioned has a lifespan. It affects capacity, so it's great for budgeting, from my perspective, and good for my team."
"The product saves a lot of time and cost for us. It has valuable features for creating a playbook."
"The chat portal is not that great."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Freshservice could improve the delegation and workflow management features."
"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."
"Not integrated with Google."
"A chat bot needs to be added to the portal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The round robin ticketing feature that they have is not ideal."
"It is too broad scale and complicated. It takes too many clicks to do things."
"When you start to do a deployment where you need higher availability and more resiliency, then the complexity goes up drastically."
"Multitenancy management is a little bit difficult to do, so it is an area that can be improved."
"The solution could include more integrations and supportability around the container space."
"vRO can get out of sync with vRA. We've run into every once in a while."
"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."
"VMware Aria Automation could improve reporting of the policies. They are difficult to customize. We have many policies but they are not able to be modified to what we want."
"in general, it took us a long time to get it off the ground. We had a lot of issues upfront and we determined that we just needed to scrap it. I think we scrapped it two or three times before we actually got it built the way we wanted, and we're still not where we need to be. We have had downtime. There have been some issues, but we're also two iterations behind on version."
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, Microsoft Project, Zendesk 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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