Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Ivanti Neurons for ITAM
Score 6.6 out of 10
N/A
Ivanti Neurons for ITAM consolidates IT asset data and lets users track, configure, optimize and strategically manage assets through the full lifecycle. The solution's configurable design helps users define and follow workflows or implement out-of-the-box processes.
N/A
Pricing
Freshservice
Ivanti Neurons for ITAM
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
No answers on this topic
Offerings
Pricing Offerings
Freshservice
Ivanti Neurons for ITAM
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
Discount available for annual billing.
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More Pricing Information
Community Pulse
Freshservice
Ivanti Neurons for ITAM
Features
Freshservice
Ivanti Neurons for ITAM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
Ratings
1% above category average
Ivanti Neurons for ITAM
-
Ratings
Organize and prioritize service tickets
9.10 Ratings
00 Ratings
Expert directory
8.30 Ratings
00 Ratings
Service restoration
8.40 Ratings
00 Ratings
Self-service tools
8.10 Ratings
00 Ratings
Subscription-based notifications
7.90 Ratings
00 Ratings
ITSM collaboration and documentation
7.60 Ratings
00 Ratings
ITSM reports and dashboards
8.10 Ratings
00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
Ratings
6% below category average
Ivanti Neurons for ITAM
-
Ratings
Configuration mangement
7.40 Ratings
00 Ratings
Asset management dashboard
7.50 Ratings
00 Ratings
Policy and contract enforcement
8.20 Ratings
00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.0
Ratings
5% below category average
Ivanti Neurons for ITAM
-
Ratings
Change requests repository
7.70 Ratings
00 Ratings
Change calendar
7.80 Ratings
00 Ratings
Service-level management
8.40 Ratings
00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
Freshservice is a great all round product with many features. Asset management, Reporting, ticketing, automatization. It was much easier for us using the Freshservice app to scan barcodes for our new devices to get them in the asset management tool, automating certain tasks such as service requests for new devices automatically making a ticket and assigning assets to certain people and getting reports from this afterwards. For a medium to large size company this is great value. For a smaller business there are smaller bundles they provide which are much more affordable in case you do not need all of the features they provide. In summary, lots of features for a snappy, responsive piece of software.
Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
Licensing can be complex and is fairly expensive. I did not research other ITAM solutions as we use the entire Ivanti suite to see how pricing compares, but it does seem expensive.
Be careful when you are building you CMDB module in the Ivanti Service Desk tool, we found the hard way that create custom CI processes requires an ITAM license.
We have submitted a few bugs and the resolution from support seems slow. I find this is common with many vendors, but was hoping for better resolution times with Ivanti.
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
Freshservice is ahead in some areas, behind in others. For example, workspaces have been part of other products for many years. Freshworks just introduced it in 2023. Integration with productivity tools is better than past products we have used. Apps continue to be added as well. We selected Freshservice as it was the best mix of functionality and cost. We don't need solutions as robust as ServiceNow, for example, but found that Freshservice had some comparable advanced features.
We brought the CA suite of ITAM tools in previously and the project failed. We selected Ivanti because of a previous relationship and we already owned the Service Desk product. It was an easy decisions and we needed specific integration with the CMDB module of Service Desk, which the IT Asset Mgmt Suite provided us.
Alleviate our support team by providing knowledge directly to the end users.
Better response times from our IT support team, thanks to automation and dashboard use.
Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.
We have seen tremendous ROI with custom processes set up to manage the lifecycle of our assets. This was a huge void for us previously and now we can see when assets are coming/going and when they should be retired.
Integration with other apps via API has allowed us to automate manual tasks and streamline processes.
Tie-ins with the CMDB function of Service Desk have allowed us to create dynamic workflows to manage the lifecycle of assets and other related assets. Very powerful use case.
