SCSM and Freshservice compete in the IT management software category, with each offering distinctive features. Freshservice holds an advantage due to its cloud-based nature, ease of use, and integration with third-party applications.
Features: SCSM boasts robust CMDB capabilities, integration with the Microsoft ecosystem, and versatile ticketing features. Users appreciate its comprehensive IT management and ease of learning through available online materials. Freshservice stands out for its user-friendly interface, cloud-based approach, and strong integration capabilities with third-party applications. These features combine with excellent asset management and workflow automation to provide a flexible and effective solution.
Room for Improvement: SCSM requires improvements in customization and integration, particularly within CMDB and patch management, along with simpler reporting and better technical support. Freshservice users express a need for enhanced asset discovery, reporting, and user interface customization, as well as improved integration with Microsoft services and consistent functionality across modules. Enhanced granular workflow automation is also desired.
Ease of Deployment and Customer Service: SCSM is deployed primarily on-premises, which involves a complex setup process demanding technical expertise. Microsoft support experiences vary, with some users satisfied and others noting delays. Freshservice, as a cloud-based solution, offers rapid and straightforward deployment. Customers commend its responsive support, though improvements in communication and support practices are still sought after.
Pricing and ROI: SCSM employs a Microsoft licensing model tied to the System Center suite, which can be complex but competitively priced under enterprise agreements. Although some find value in its features, Freshservice's flexible pricing based on features appeals to many users for its perceived value for money. It provides tiered plans suitable for diverse business needs, allowing effective license management despite some concerns about expense for larger deployments.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
When we get up to Microsoft, I would rate it an eight or nine.
Response times are slow, and engineers often lack the necessary product knowledge.
Freshservice is easy to use for scalability.
From an admin point of view, Intune has more features and is easier to manage.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
The SCSM is stable.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
We have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
