Freshservice vs. ServiceNow DevOps

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.

Incentivized

ServiceNow DevOps is suitable for IT companies that are medium to large, It is great when it comes to keeping a track of all the activities, it takes a very little amount of time for creating tickets, with a small amount of information. It is a good tool for incident management, and change management. It will be less suitable for small-scale companies.

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

• Plan develop, build, test, deploy and operate any applications in a safer environment.
• Evaluating and monitoring improvements
• Connects with third party and existing applications

Incentivized

• 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.

Incentivized

• No drop-down option is available to click when requesting specific software or hardware.

Incentivized

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.

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.

Downtime is minimal (it does happen but not often)

Incentivized

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.

Incentivized

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.

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.

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.

Incentivized

As mentioned previously, not sure if ServiceNow DevOps can handle tickets in an agile methodology, where everything is setup based on Sprints, stories and the whole agile terminology. We use OpsGenie to setup shifts for Production support teams, OpsGenie alerts people through a mobile app about production issues as well as to whom is Oncall support for multiple teams. Not sure this functionality is there in ServiceNow DevOps. For now those 3 applications are handling different functions in our company and would be difficult for me to compare them

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

• 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.

• ROI
• Increased the NPR score.
• Central locale for information and troubleshooting.

Incentivized