Freshservice vs VMware Aria Operations comparison

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:

• ITIL-aligned processes
• Intelligent AI/ML capabilities
• Advanced CSAT
• Extensible platform
• Self-service portal
• Smart automations
• Service catalog
• Effective monitoring and alerting
• Out-of-box analytics
• Mobile app
• Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

• Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

• Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

• Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

• Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

• Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

• Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

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."

VMware Aria Operations is a high-ranking virtualization management and cloud management tool that automates and simplifies IT management to the applications it supports. It achieves this through full-stack visibility from physical, virtual, and cloud infrastructure. The product allows users to enable self-driving IT operations management across private, hybrid, and multi-cloud environments. This is conducted with the unified operations platform that delivers continuous performance, capacity and cost optimization, and integrated compliance through artificial intelligence (AI) and machine learning (ML), and predictive analytics.

VMware Aria Operations Use Cases

VMware Aria Operations has several use cases, some of which include:

• Continuous performance optimization: VMware Aria Operations allows users to assure application performance at a minimal cost, facilitated by real-time predictive analytics and artificial intelligence. The product can be used to automatically balance workloads, improve consolidation rations, optimize and rightsize workloads, and avoid contention.
  
  
• Capacity and cost management: VMware Aria Operations can be utilized to reduce cost and improve efficiency with real-time ML-based capacity and cost analytics. The solution uses these tools to visualize cost savings opportunities and accelerate decision-making.
  
  
• Intelligent remediation: This product can also be used to predict, prevent, and troubleshoot issues with actionable insights. Through other VMware integrations, users can streamline and centralize IT operations.
  
  
• Integrated compliance: The solution can be utilized to reduce risk and enforce IT regulatory standards for VMware Cloud through integrated compliance and automated drift remediation.

VMware Aria Operations Features

The product has various features which users can utilize. Several of the features that the 2022 version of VMware Aria Operations introduced include:

• Management pack builder: This feature is a no-code solution that allows users to expand their operations visibility to anywhere they wish. The builder allows users to connect to a data source using an HTTP or Amazon AWS data source, as well as to make API calls, create objects, and build out relationships with other objects in the product.
  
  
• Public cloud basic actions: This is a set of features that allows VMware Aria Operations users to initiate actions automatically via the product's UI for AWS, Microsoft Azure, or GCP CE instances.
  
  
• Rule-based application discovery: Through this new feature of the product, users can easily discover multiple applications running in all or specific areas of infrastructure and view associated resources. This can be achieved through simple user-defined rules, including discovering applications based on tags, object names, and properties.
  
  
• Aria Operations capacity management: This feature allows organizations to view the results of what-if analysis based on their allocation model and specify business hours for capacity calculations.
  
  
• Alerts: This is a set of features that include components called Conditions and Symptoms, which are used to alert different types of issues on the platform.
  
  
• User access management: Through this feature, users can benefit from improved ways to configure in VMware Aria Operations with the introduction of scopes.
  
  
• Support for raw device mapping storage: This feature allows users to get configuration details about their raw device mapping (RDM), such as disk sharing, compatibility mode, and SCSI Bus Sharing.

VMware Aria Operations Benefits

VMware Aria Operations brings various benefits to the organizations using it. Among them are the following: 

• The product helps organizations reduce unplanned downtime and maximize return on investment (ROI) in hybrid and multi-cloud environments.
  
  
• VMware Aria Operations simplifies management for hybrid clouds from migration assessments.
  
  
• Users can benefit from an accelerated journey to VMware Cloud on AWS through this solution.
  
  
• The product can be delivered on premises or as a service, providing flexibility for its users.
  
  
• VMware Aria Operations can increase operational efficiency through monitoring and management features.
  
  
• The solution accelerates decision-making through detailed cost analytics, which is visualized for users' convenience.
  
  
• VMware Aria Operations allows users to both utilize standard compliance templates and create their own custom ones.

Reviews from Real Users

Mohamed N., a tech lead VMware support engineer at a tech services company, appreciates VMware Aria Operations because it is easy to use, stable, and support is always available.

Mojtaba K., a senior system administrator at a comms service provider, values VMware Aria Operations due to the fact that its dashboards give you a glimpse of what is really going on in your virtualized environment.