Dynatrace is an APM scaled for enterprises with cloud, on-premise, and hybrid application and SaaS monitoring. Dynatrace uses AI-supported algorithms to provide continual APM self-learning and predictive alerts for proactive issue resolution.
$0
per synthetic request
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.
Freshservice is providing us the ability to customize the user interface. It offers us to auto translate the page to other languages. Also, their marketing team came to our office and gave a detailed presentation about the product. Also, the product is budget friendly and was …
Dynatrace is well suited to a number of tasks. It is important to determine who the end users are and gather good information to tailor their experience accordingly. For instance, business/marketing should not have access to some of the more technical data, and business metrics can be a distraction for IT operations personnel.
Freshservice is well suited for organisations that need a powerful, feature-rich, but at time complicated, system with robust automation. Particularly those that will benefit from the various functionality that Freshservice offers. However, if you're looking for something simpler with a more basic, easy to configure, ticketing system, Freshdesk might be a better fit.
We loved Dynatrace's ability to show the data flow - from the front end points through the back end points straight to the database and various API's. It was advanced in its data visualization. This is useful for debugging - showing when/where the errors are. It can even enable non-technical individuals in the corporation to help debug
Dynatrace has some great highly customizable integration options as well as monitoring. You can configure your layout & integration options to create custom monitoring alerts for your applications performance. Further you can increase the extensibility of using a REST API on your architecture.
Some advanced dev-ops systems are utilizing Kubernetes/docker aswell as Node.JS - Dynatrace was able to log and help understand all of our dev-ops needs. It gave us native alerts based off of deviations from the baseline that we set during initial configuration. These metrics are priceless.
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.
Dynatrace does not monitor easily on a C-based application.
The way DPGR is addressed by Dynatrace is not very complete, and not clear. One thing is to mask the IP and request attributes but is not enough, the replay session feature is great but raises serious questions about user tracking.
We need more validity checking on text fields; for example, only allow numbers or field length. And provide a real-time pop-up when those are not met before submitting the ticket.
Allow form design not to be just vertical. Allow input boxes to be placed on some grid to design the form.
Allow for more than five dynamic sections in service catalog forms.
Workflow automation needs branching to another part of the workflow.
We have already renewed our purchase with the company. They make it easy for us to get a temporary license for our contingency site that is only used for testing twice a year. We are expanding our license with for this tool. We find it very useful and will renew it again.
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
Dynatrace is great to use once you understand how to use it correctly and get used to the layout of it. While I do not actively use it every day, whenever I do use it, I do have to get refamiliarized with it. However, once you have your dashboards setup correctly with the data that you want to see when you first login to Dynatrace, it's amazing.
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.
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
Given that Dynatrace has become an informal industry standard, the plethora of information available on forums is massive. Most problems or roadblocks you come across are most likely (almost certainly, in fact) already solved and solutions available on these forums. The tech support at Dynatrace is also quite good, with prompt and knowledgeable people at their end.
The chat availability is great and many issues are resolved during the chat. Sometimes, tickets are a little slow, but only in reference to questions and noncritical issues. Anything that has affected the use or function of the platform has been dealt with very quickly. Also, there have only been 2 Freshservice related causes to anything not working or breaking and in a year to have only 2 issues is GREAT!
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.
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.
Synthetic Monitoring automatically does what other products do only through the use of other tools or through the development of user applications that still have a high cost of maintenance. The other products are not immediately usable and require many customizations. Through the use of configuration automatisms, you can be immediately operational and, in our case, we detected several imperfections in the applications.
ManageEngine ServiceDesk Plus was a good product that offered good value for money but its automation is quite poor for us and the support we received from them was very hit and miss. The product is also looks dated and has not changed much over the years. Jira Service Management was very limited and all the add ins that we need all cost extra rather than being included in the price like Freshservice offerings. This meant it was hard to find out the true cost of the product.
