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Top Rated
132 Ratings

Freshservice

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Top Rated
132 Ratings
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Score 8.7 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    7.9

    Freshservice

    79%

    Tivoli Asset Management for IT (Discontinued)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    68 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    49 Ratings
    N/A
    0 Ratings

    Service restoration

    6.8
    68%
    41 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    64 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    51 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.2
    82%
    58 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.7

    Freshservice

    77%

    Tivoli Asset Management for IT (Discontinued)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.2
    82%
    52 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.5
    75%
    53 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.5
    75%
    39 Ratings
    N/A
    0 Ratings

    Change management

    7.8

    Freshservice

    78%

    Tivoli Asset Management for IT (Discontinued)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    7.9
    79%
    51 Ratings
    N/A
    0 Ratings

    Change calendar

    7.3
    73%
    43 Ratings
    N/A
    0 Ratings

    Service-level management

    8.2
    82%
    50 Ratings
    N/A
    0 Ratings

    IT Asset Management

    Freshservice

    Feature Set Not Supported
    N/A
    9.0

    Tivoli Asset Management for IT (Discontinued)

    90%
    Tivoli Asset Management for IT (Discontinued) ranks higher in 5/5 features

    Software and hardware inventory tracking

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    License management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Asset lifecycle monitoring

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Contract management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Asset relationship management

    N/A
    0 Ratings
    5.0
    50%
    1 Rating

    Attribute Ratings

    • Freshservice is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Freshservice

    90%
    69 Ratings
    8.0

    Tivoli Asset Management for IT (Discontinued)

    80%
    1 Rating

    Likelihood to Renew

    9.1

    Freshservice

    91%
    2 Ratings

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    Usability

    9.0

    Freshservice

    90%
    6 Ratings

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    Support Rating

    8.2

    Freshservice

    82%
    38 Ratings

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    Implementation Rating

    8.9

    Freshservice

    89%
    2 Ratings

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
    Read full review

    IBM

    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.
    Read full review

    Pros

    Freshworks Inc

    • Helpdesk Ticketing system for escalation and distributing among technicians.
    • Service requests for ordering processes and employee onboarding and termination.
    • Project Management is a useful tool for our IT department to track internal projects.
    • The reporting is very helpful reporting various metrics to leadership.
    Read full review

    IBM

    • 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.
    Read full review

    Cons

    Freshworks Inc

    • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
    • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
    • I really can think of any, I really have no complaints about the software
    Read full review

    IBM

    • 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
    Read full review

    Pricing Details

    Freshservice

    Starting Price

    $19 Per Month Per User

    Editions & Modules

    Freshservice editions and modules pricing
    EditionModules
    Starter$19.001
    Growth$49.002
    Pro$89.003
    Enterprise$1094

    Footnotes

    1. Per Month Per User
    2. Per Month Per User
    3. Per Month Per User
    4. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing

    Tivoli Asset Management for IT (Discontinued)

    Starting Price

    Editions & Modules

    Tivoli Asset Management for IT (Discontinued) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Freshworks Inc

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

      IBM

      No answers on this topic

      Usability

      Freshworks Inc

      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.
      Read full review

      IBM

      No answers on this topic

      Support Rating

      Freshworks Inc

      In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
      Read full review

      IBM

      No answers on this topic

      Implementation Rating

      Freshworks Inc

      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.
      Read full review

      IBM

      No answers on this topic

      Alternatives Considered

      Freshworks Inc

      SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
      Read full review

      IBM

      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
      Read full review

      Return on Investment

      Freshworks Inc

      • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
      • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
      • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
      Read full review

      IBM

      • 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
      Read full review

      Screenshots

      Add comparison