Freshservice vs. OpenText Universal Discovery and Universal CMDB

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.

Incentivized

Micro Focus Universal Discovery and Universal CMDB is well suited for medium to large IT operations after a careful review and strategy definition of all support tools that will be integrated. When it comes to deciding on a set of tools for IT operation management and its different processes like Incident, event, and change management; a good approach would be to create a roadmap with the integrated suite of tools to create a native ecosystem and reduce complexity on the integration and adoption.

Incentivized

• 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.

Incentivized

• Management and organization of Configuration Items
• Ensures a single and uniform source of database to avoid any ambiguity between departments.
• Proper delivery of services

Incentivized

• 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

Incentivized

• When getting started the Cloud deployment may be not that easy.
• To manipulate the system deeply requires a professional operator.
• Working on large data project.

Incentivized

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.

Incentivized

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.

Old versions which do not support CMS have a luck of user experience and performance for reports and service modeling.

Incentivized

Downtime is minimal (it does happen but not often)

Incentivized

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.

Incentivized

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.

Some complex issues regarding performance and platform upgrades have been difficult to address and have short time solutions.

Incentivized

Training was enough to use the base website

Incentivized

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.

Incentivized

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.

Upgrades from old versions were really hard to handle.

Incentivized

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.

Incentivized

Quite competing products but short learning curve and fitment in our IT Landscape were main differentiators.

Incentivized

Was not able to update us proactively about our renewal causing lost of access

Incentivized

The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.

Incentivized

We did not have professional services.

Incentivized

• 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

Incentivized

• ensured proper service delivery which helped organizations to grow
• It was a little expensive for the company.
• Mainly had a positive impact especially in the cases of risk assessment and analysis.

Incentivized