Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alemba Service Manager
Score 7.3 out of 10
N/A
The former VMware Service Manager was an ITSM option from VMware. VMware stopped supporting SM in 2017 and transferred support to VMware partner Alemba. The product is presently supported by Alemba, as Alemba Service Manager.N/A
Freshservice
Score 8.6 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Pricing
Alemba Service ManagerFreshservice
Editions & Modules
No answers on this topic
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
Offerings
Pricing Offerings
Alemba Service ManagerFreshservice
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual billing.
More Pricing Information
Community Pulse
Alemba Service ManagerFreshservice
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Alemba Service ManagerFreshservice
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Alemba Service Manager
-
Ratings
Freshservice
8.2
141 Ratings
1% above category average
Organize and prioritize service tickets00 Ratings9.0141 Ratings
Expert directory00 Ratings8.299 Ratings
Service restoration00 Ratings7.984 Ratings
Self-service tools00 Ratings8.2126 Ratings
Subscription-based notifications00 Ratings8.1102 Ratings
ITSM collaboration and documentation00 Ratings8.0116 Ratings
ITSM reports and dashboards00 Ratings8.2121 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Alemba Service Manager
-
Ratings
Freshservice
7.5
113 Ratings
9% below category average
Configuration mangement00 Ratings7.6105 Ratings
Asset management dashboard00 Ratings7.7110 Ratings
Policy and contract enforcement00 Ratings7.377 Ratings
Change management
Comparison of Change management features of Product A and Product B
Alemba Service Manager
-
Ratings
Freshservice
8.1
108 Ratings
3% below category average
Change requests repository00 Ratings7.9102 Ratings
Change calendar00 Ratings7.986 Ratings
Service-level management00 Ratings8.3101 Ratings
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Alemba Service ManagerFreshservice
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
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Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
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ManageEngine ServiceDesk Plus
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alemba Service ManagerFreshservice
Likelihood to Recommend
9.0
(2 ratings)
8.7
(142 ratings)
Likelihood to Renew
8.0
(1 ratings)
8.7
(7 ratings)
Usability
-
(0 ratings)
9.5
(13 ratings)
Availability
-
(0 ratings)
9.0
(5 ratings)
Performance
-
(0 ratings)
7.9
(6 ratings)
Support Rating
-
(0 ratings)
8.3
(106 ratings)
In-Person Training
-
(0 ratings)
7.3
(1 ratings)
Online Training
-
(0 ratings)
7.2
(3 ratings)
Implementation Rating
-
(0 ratings)
9.1
(8 ratings)
Configurability
-
(0 ratings)
8.0
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(3 ratings)
Ease of integration
-
(0 ratings)
6.6
(7 ratings)
Product Scalability
-
(0 ratings)
8.1
(6 ratings)
Professional Services
-
(0 ratings)
8.6
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(4 ratings)
Vendor pre-sale
-
(0 ratings)
7.1
(5 ratings)
User Testimonials
Alemba Service ManagerFreshservice
Likelihood to Recommend
Alemba
When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Read full review
Freshworks Inc
I have worked with several ticket systems in my career. Homegrown TicketIt, Remedy, Jira, ChangeGear, and FreshService have been the easiest to implement and use. I never have to explain how to complete a request to an end-user, as the fields are self-explanatory. We use about 80% of the product and continue to find ways to improve. Each month, some updates and fixes continually address our needs.
Read full review
Pros
Alemba
  • Manage service processes
  • Manage pools
  • Automate services
Read full review
Freshworks Inc
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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Cons
Alemba
  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
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Freshworks Inc
  • Consistency across modules
  • Customization especially on the portal and search
  • Reporting filters are not consistent, some allow date range selection and most only allow predefined spans
  • Onboarding module is WAY too rigid
  • Offboarding module is not usable in it's current form
Read full review
Likelihood to Renew
Alemba
It's performed just how I want it to, so no real complaints really
Read full review
Freshworks Inc
Freshservice is pretty ingrained in our IT processes and policies. A replacement would take quite a while to do, but we are mostly satisfied with the service so we have no plans on moving.
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Usability
Alemba
No answers on this topic
Freshworks Inc
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
Read full review
Reliability and Availability
Alemba
No answers on this topic
Freshworks Inc
Downtime is minimal (it does happen but not often)
Read full review
Performance
Alemba
No answers on this topic
Freshworks Inc
There are days where it can get a bit slow for a short time, but these are rare and I wouldn't exactly blame it on their product. The system itself processes requests very quickly.
Read full review
Support Rating
Alemba
No answers on this topic
Freshworks Inc
I have only contacted support a couple of times but each time I did they were super responsive. It is very easy to contact support and it opens up a chat online window within your browser to talk to an agent and if they cannot answer it then they will log a ticket for level 2 support to pick the ticket up.
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In-Person Training
Alemba
No answers on this topic
Freshworks Inc
Training was enough to use the base website
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Online Training
Alemba
No answers on this topic
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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Implementation Rating
Alemba
No answers on this topic
Freshworks Inc
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
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Alternatives Considered
Alemba
It wasn't my selection, it's been used for more than five years in the current organization.
Read full review
Freshworks Inc
1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules 4. Reporting - easiest to produce reports in Freshservice 5. Workflows - Workflows are far superior and easier to configure as compared with other products Service Now is great for the above as well, but it comes at a far greater cost as compared.
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Contract Terms and Pricing Model
Alemba
No answers on this topic
Freshworks Inc
Was not able to update us proactively about our renewal causing lost of access
Read full review
Scalability
Alemba
No answers on this topic
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
Read full review
Professional Services
Alemba
No answers on this topic
Freshworks Inc
We did not have professional services.
Read full review
Return on Investment
Alemba
  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Read full review
Freshworks Inc
  • Fresh Service helped us organize, asking users to write to a specific email. This generates a ticket on our system
  • The user is always informed on the progress of the ticket and the activities carried out. He feels more pampered
  • Within the organization we have decreased the channels of engagement and this is extremely important for an IT organization
Read full review
ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management