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."The solution has been stable."
"We found the initial setup to be very simple."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"It allowed the development team to concentrate on the client’s requirements instead."
"Freshservice's best feature is its user-friendliness."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"You can just register and within five to minute minutes, you are ready to go."
"There is a nice user interface."
"Aria Automation gives you the flexibility to deploy tenants with customized blueprints for permissions and policies. Version 7.8 consisted of multiple products, so you had to deploy a lot of virtual machines on one of the servers. Starting from 8.6, VMware consolidated all the components into one Linux appliance. This allows the option to use vRA or DevOps capabilities."
"The operations manager does a fantastic job on the front end because it includes on-premises and cloud use cases."
"The most valuable feature is, instead of doing the VMotion manually, we have automated everything with a script, using vRealize. That means I don't need to think about things like compatibility. The system will do everything for me and just give me a report."
"Scalability is perfect. We haven't had any issues."
"I personally spend a lot of time in vRealize Orchestrator, so being able to directly tie into the back end on the APIs, I find that to be what really is the most advantageous thing for me."
"Our time to deliver a fully unified three-tier app, at the right version, is one-twentieth what it was before. There is no manual intervention. No IP management. It just dramatically simplifies all of our processes."
"The most valuable feature is the consistency it delivers, at the end of the day. We know that we have consistent images based off consistent Blueprints, check-pointed or QA'ed in a consistent manner."
"Among the valuable features are the ease and speed of creating the VMs. Originally, we provisioned them manually and it would take us two days to do the provisioning... but with the automation, we are able to provision a VM with the click of a button, within seconds. It cut down on the time as well as cut down on the expense and employee cost in provisioning."
"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."
"Their analytics need improvement."
"The round robin ticketing feature that they have is not ideal."
"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 analytics could be better."
"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."
"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."
"I don't find the solution to be intuitive and user- friendly. The GUI is really complicated. Tracking down logs and errors is very hard. Then, it takes a specialized JavaScript person to build. Also, I'm not sure how the upgrades are going now, but they definitely need to evolve the upgrade process. Finally, the logs are very generalized. Giving more of an indicator of what's actually going wrong, rather than just a generic error code, would help."
"vRealize Automation on the back-end is still a little complicated. It has a lot of moving pieces, simplifying that from a pure infrastructure point of view would be a good thing. I would then like to have more out-of-the-box functionality and integrations with VMware components."
"With the workflow aspect, which has manual intervention, a policy needs to be approved by somebody. There could be better management of that piece with better templates. It is like a workflow engine, but does not have enough example templates to do certain things. A lot of people waste a lot of time trying to figure out the same thing, and everybody is trying to figure out the same thing, e.g., how to make a MySQL cluster in a Windows environment?"
"We are migrating from vRA version 7 to 8, but the migration is really hectic and time-consuming. There are no straightforward paths to migrate. We are doing an entirely new deployment to go to vRA version 8.0, then somehow get all of the VMs to vRA 8.0. Therefore, it would have been great if VMware had some solutions to upgrade from vRA 7 to 8 seamlessly. This includes the management of all the objects or VMs from the older version. Unfortunately, it is not there."
"I think they could probably do more if they created more actions and more use cases to automate things."
"The initial setup is very complex because we have a bunch of customization workflows. They were built-in features that we had to program as code with Orchestration."
"The upgrade experience is horrible. It's not straightforward, there are a lot of failures, a lot of support interactions. It's not something that we are able to pull off ourselves. I've been with vRA since it was termed vCSA. We've gone through multiple rounds, and it has never been easy."
"The initial setup was complex because we have a high availability cluster. Especially when it comes to upgrades, we have a lot of downtimes and problems. The upgrade experience has been painful."
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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