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.
$19
Per Month Per User
IBM Rational ClearQuest
Score 7.6 out of 10
N/A
A customizable database workflow application development and production system that provides better visibility and control. IBM Rational ClearQuest is change management software that helps improve developer productivity while accommodating the methodologies, processes and tools that best fit the project and the people on the team. It provides tools and processes used to maintain control of changes while catering to the diverse needs of the developer.
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
If you are familiar with IBM Rational Suite products, RequisitePro will add up due to the synergy between other components. Beyond that, if your business is not structured to an adequate development methodology or lacks the degree of maturity or necessary resources, probably RequisitePro does not add much value. If you work with developers in the requirements analysis, they probably prefer to use an SVN repository.
Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
Performance can be an issue. Make certain the server is sized properly
There is a large difference in capability of the Thick Client Version compared with the web based version. Make certain each job function has proper access to be able to do what is required of them.
Learning curve is not too steep, but would suggest having someone with experience setup the repository. Highly suggest getting a contractor to assist to get the repository up and running.
Most likely as it's one of the powerful tools in the organization. We needed this tool to track all the process related documentation and also to capture signatures.
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Please keep in mind that this all has to do with you you customize the user interface. It becomes very easy to house all of your requirements, but it may and can make life difficult for you if you do not think ahead of how you want the app to work and house your data
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
IBM has good support and knowledge base. With the wealth of information on their site and the support desk, we were able to quickly resolve issues. It is smart to build up a COE and a group that manages the software otherwise it is quick to be able to lose the knowledge as team members are assigned different duties
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
IBM clearquest would the BEST option if you are looking for managing change requests, managing project workflows, generating reports on status of requests. The reason being: cost, cost and cost. It almost handles everything that you would need for your project including bug tracking unless you want something really fancy (like HP QC) with a higher cost that supports a wide variety of needs which you might need to evaluate based on your project needs. For example, if you would be really making use of all those additional features provided by HP Quality Center. To be honest it depends on your project size, the skills of team members and of course budget!
Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
IBM Rational ClearQuest has provided a workflow that works without unique software methodology. As a result we deliver complete software products to our clients in a 6 to 8 week development time frame.
As a result of our highly customized implementation, we have 8 resources supporting IBM Rational ClearQuest. Three of the resources are full time configuration management staff that administer and support the tool set and the other 5 are from the testing group that handle ClearQuest user support issues in addition to their testing duties.
