Freshservice vs. Symantec Asset Management Suite

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.

Incentivized

If your organization has more than 50 computers and you have a dedicated IT Staff to manage the software then Symantec Asset Management Suite would be a great fit for your organization. The IT Staff can customize and configure the software and console to fit your organization's direct needs. It will speed up software installations and help to keep your computers running smoothly by applying patches and other necessary software updates in a timely manner. It will also help you manage your asset inventory so you know exactly where each computer is located, its IP address, and the users logging into the machine. If your organization is small and only has around 20 computer users then I would not recommend investing in the Symantec Asset Management Suite. Managing 20 computers is a task that is pretty easy to manage even if you do not have a dedicated IT Staff within your organization.

Incentivized

• Workflow automation
• Knowledge base articles for users and agents
• easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
• it works with email address very simple to create different department and queues

Incentivized

• Asset tracking - Very important in a business
• Reports - Keep track of what programs are installed, who has which computer, etc.

Incentivized

• 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.

Incentivized

• Ability to tie into and be supported by RHEL, CentOS, and any other Unix based OS. I know that they could tie into some different systems, but weren't truly supported.
• Altiris was how we deployed to multiple computers all at once, Altiris Agent sometimes stops, and can be an issue to have it update in the Console.

Incentivized

It's overall value in our organization is extremely high and it has become an essential part of our business.

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.

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

We compared a lot of products Pulseway, Asset Panda, GoCodes, Service Now, BMC TrackIT, Sysaid, Landesk. After checking all these, found Symantec is the only one which fulfills all my organization's requirements. Glad to find a great choice by doing a proper survey. I would suggest others to go for this too.

Incentivized

• 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.

Incentivized

• Increased productivity by PC Support
• Faster compliance in a zero day situation
• Reporting and visibility that lead to tangible action
• Implementation can be cumbersome and technical support may be required.

Incentivized