Freshservice vs. Tivoli Asset Management for IT (Discontinued)

Tickets are easily passed between teams and departments which makes for a much better user experience as you can easily pass a ticket over with comments to work colleagues in other areas whilst keeping the ticket and communication with the customer seamless. Automating a lot of our tasks for instance getting PRTG to report and assign to specific staff based on criteria works like a dream and mean incidents are tracked right from PRTG and reportable against.

Tivoli Asset Management for IT can be used very well in a big datacenter to easily manage assets. For linear assets there are other Tivoli Asset Manager products available such as for transportation domain, oil and gas. For a small scale industry, Tivoli Asset management solution is not a big help.

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

• The first and foremost is Tivoli Asset Management has a rich set of software catalogs available in the market. On top of it IBM, publishes the latest and greatest often to add/include in the catalog bucket.
• Easy to integrate with any asset management solution.
• Can take benefit of all asset module solutions such as procurement, invoicing, PO, receivables, asset lifecyle, vendor and contract management using Tivoli Asset Management.

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

• Software bundling can be handled in a better way
• Should eliminate rotating/non-rotating items concepts or should have an easy way to receive assets
• Asset Topology can be introduced to see the dependencies between related assets

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

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

Tivoli Asset Management is comparatively cheap and easy to implement with a rich set of complementing modules. It can also be integrated easily with other asset management solutions and act as a single source of truth for other PMP processes

Incentivized

• Our President is able to look at ticket loads, statuses, and urgencies of requests. This has helped him oversee the IT department.
• Moving from managing requests and issues reported in emails and MS Teams to Freshservice has increaesed productivity exponentially.
• Being able to respond to users via email within the ticket has helped track communications, and the internal comments section helps IT staff and managers discuss the tickets and document approvals.

Incentivized

• By tracking software assets, we are able to easily manage the license compliance
• By getting the over/under allocation metrics we are able to get full control on asset procurement
• Recycle/Reuse asset procedures made simple

Incentivized