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
Ivanti Neurons for ITSM
Score 6.7 out of 10
N/A
Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.
Offers a full ITSM suite, and core things like incident, service, and problem management are working well. But functionalities like Software, Contracts, and purchasing are too limited. Workflow management offers various integrations like Active Directory, Entra-Id, Smartsheet, etc. But it is difficult to troubleshoot.
We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
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.
Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
Limited customisation for the agent view of Freshservice. Although it can be customised slightly, with "business rules", overall the customisation is limited.
Knowledgebase is lacking some basic features and can be frustrating to use particularly when copying and pasting content from other sources (which often rules in formatting issues that need to be corrected with the html editor).
Some drawbacks of the Workflow Automator such as lack of looping (which is on the roadmap), a long standing issue that prevented workflows to run where API calls were used (which a fix is due to be released soon for) and some design choices such as workflows not running on closed tickets.
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.
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.
There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
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.
I have never had an issue with FreshService support. They address each issue that has come up and has either been addressed within a short period or is placed on their roadmap. I have spoken to them directly and have done screen sharing to show the issue or communicated through email. I know there is a time difference between the US and their support, but I always get a quick response. It's nice to see that they have support 24/7 and all at the same level of experience.
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
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.
The search list is WAY too hard to use - I have used Jira service management - Freshservice is WAY better ServiceNow ITSM, ITAM (SAM, HAM), ITOM, Project, Change - SNow is WAY better but also WAY WAY more expensive We selected Freshservice based on price and how fast we could stand up the service and start using it.
Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
Ticket count is down from customers due to automation as well as a good knowledge base that is easy to build up over time.
Agents are able to triage tickets a lot quicker which also helps on the ticket count.
We now have much better control of our assets and it is a lot easier and as part of the leaver process assets are put into the workflow to make sure we have all equipment returned.
In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
