Freshservice

Evaluation Report
Evaluation by all ICT Dept
 Basic Features Comply

AD integration

Basic functions: Request for Service, Incident Management, Change Request, Task, Problem
Management, Escalation, Reminder, Org Structure
Reports: Analytic, scheduled report, export function, custom report.
Reporting must be within the solution itself.

Public Holiday setup

Email function

Knowledge Base

Configuration Management

Change Request Approval

 Mandatory Features Comply

Staff Self Service Portal

Mobile Application with offline capabilities & push notification

Simple and easy Manage

Service Catalogue

Pleasing User Interface

Simple SLA Setup

Asset & Software License Management

API/Integration

eforms/custom forms on Self Service Portal

 Mandatory Features Comply

Embedded Inventory Management (preferably with Asset Tagging features)

Alert and Notification

Request Bulk Update

Integration with SIEM

 Mandatory Features Comply

Unlimited Self-Service License

Integration with Telegram Bot Not Tested

Remote Desktop Capabilities Not Tested

 The Demo User:

Requester Admin
(End User) Agent
( Configuration)
Requester
(End-User)
Module Requester Requirement Comment

Easy to create & track status.

Ease of raising a service request
Service Request
Service Catalog is clear and simplified
Hardware detail is available to requester
Has 2 layers of categories. Can be confusing and not sure
where to look if not setup properly. Can be searched via
keyword

Ease of raising incident Easy to create & track status

Incident
End user is able to type in their grievances. Categorization is
Categorization is clear
invisible to end user
Looking good. Multi-language is required

Bot is helpful & cute Able to converse to gather info required to direct the end user
to raise a request/incident/give related info.

Self Service Self service is easy to navigate 2 modes available, chat mode/portal. Can switch easily

Able to search through knowledge base User able to search info related to their issue

Service Rating Easy to rate and comment.

Mail Import   Pass
Mail Notification   Pass
Password can be changed easily, has security feature such as
Other comments   two-factor authentication
 
Service Desk Portal
Chat Service View
Service Desk Portal
Classic View
Service Desk Portal
View all requested ticket & status
Service Catalogue
View all Services for Self Service Request
Service Request Notification
Requester received notification
Agent
(Support)
Module Agent Features Requirement Comment
Email notification is sent Easy to create request & assign. Easy to track SLA
Able to update request (private) Pass
Note feature is in email format. Easy to email to end user
directly

Able to update request (to requesters) - public Yes, it has several options to update the notes and email the
Service Request end user directly.
Notes is displayed like an email template.

Assignee can be set automatically via business rules. However,

Able to assign to rightful assignee when required to change assignee manually, assignee group
must be selected first - additional step to select group.

Email notification is sent Easy to create request & assign. Easy to track SLA
Able to update request (private) Pass

Able to update request (to requesters) - public Note feature is in email format. Easy to email to end user
directly
Incident
Management Able to assign to rightful assignee Pass
Root cause & resolution Root cause & resolution are both free text.
SLA is not clear. Only fix breach time is displayed. No further
information which SLA it is using, how many hours/days to
SLA is clear and informational breach.
Module Agent Features Requirement Comment
 Easy to create request & assign. Easy to
track SLA
Change Approval with notification
Can create and assign with business rules

Change Management
Fail to configure to trigger the approval
automatically. Approval can be triggered
Ease of approval via email/portal/self-service manually. Email is sent. Approver can
approve via all three options.
 
Module Agent Features Requirement Comment
Able to sync with AD Sync is successful. Information pulled is accurate
Applicable for Online Equipment.Can insert & edit
CI manually.

Ability to scan and import workstation  Required agent installation. Within few minutes,
information workstation information is exported to the system.
Very comprehensive information. Automatically
linked to the end user.

Ease of import via probe. Has the ability to show &

configure asset lifecycle
 
Applicable for Online Equipment
CMDB Ability to scan the network/IP for
equipments. Required probe installation and configure the probe
to IP range. Will require someone to manage and
link the asset properly and update as and when
required.

Ability to input hardware information
manually
Able to link incidents/requests with CI
Pass. Has the same information fields available as
above for update.
Once linked, agent can select and link it to the
request/incident.
Able to track any change for particular CI
Module Agent Features Requirement Comment
License management Not found
Licensing Reminder/notification on renewal Not found
Dashboard Is informational Can be customized. Default screen has the required widgets.
Easy with drag and drop features. May be confusing at first to pick which
info to be displayed.
Dashboard is easy to customize
Dashboard Unable to customize, not sure how

Breach monitoring It's available as an dashboard item.

Can search but it's not limited to user search, it is more like a quick search
User search that searches everything related to the keyword entered.
It has preset / default reports available.
Can clone existing reports and update. However, when try to build from
Reporting is easily customize with scratch with the same filter, it did not work.
Reporting Analysis
charts/lists. Sometimes the report is not updated on-time. Eg. Request /incident
raised took more than 20 minutes to appear on dashboard/report.
 
Module Agent Features Requirement Comment
Has ticket discussion feature to enable direct communication with SD &
respective department

To flag an incident as Major incident, have to type in as a keyword.

To filter for major incident at reporting, one will need to filter for the
keyword, not as a specific field.
 
Other Comments  
Have agent performance scoring
Can set reminder for staff/agents on-call shift schedule

 
Agent Portal
Admin
Configuration
Freshdesk vs MSM
 Module  Service Requirement Marval FreshService
*Service Catalog is meant for RFS.
Mini eform is required for each
Can have multiple levels of Service Portfolio. service. Here you can set the fields
needed, turn on/off bot chat &
Service Catalog All request types will ride on the same verbiage to be used at Self-Service.
service catalog with multiple tiers.
Service Portfolio *Need to create separate list for
INC, CHG.
*Only can have 2 tiers
Service Status Have feature to active/decomm Have feature to active/decomm
*Not sure, should be able to control
Service Restriction Can control the customer type/request type
from business rules.
1 set of Business Hours for SLA.
Business Hours Can have multiple cover hours per SLA & Unable to make exception for lunch
per exception inside each SLA.
hour.
Configured as exception per SLA. Means, Holiday is tied to each SLA. Can
Holiday Configuration multiple configuration just for 1 holiday import from internet and remove or
date for each SLA add as when is required.
SLA
Configuration is all done in the
By default, it will use Default SLA. Specific same page as Business Hours. Can
SLA response/fix can be defined in Request be defined according to request
SLA Configuration Rules , Agreement Template & also type, user group. Need to use
Agreement Rules. Business Rules to define the
response/fix time.
 Module  Service Requirement Marval FreshService
Have basic preset request type. Unable to add more.
Request Type Have basic request type. Can add more types with It's fixed to base of Service Request, Incident,
it's own setup Change, Problem, Release, Task.
Can have multiple layouts per request type. Can be Only have 1 layout for each request type.
Request Layout managed separately, setup specific agent
group/individual to use that layout
*Configuration is done at the request layout.
*It has only 3 fields that can be shared across all
request types. Others have to setup manually.
*Dropdown content has to be manually. Limited to 3
Classifications : Activity, Symptom, All required to be set separately with unique id. It cascading information.
also has classification rules to link which to display *It is difficult to control which content to display
Root Cause, Resolution for respective Service. depending on different service selected.
*Root cause & resolution are both manual free text.
Currently no workaround to make it into dropdown.

Request Maintenance
GUI for setup is presented like a workflow. Inside
GUI for setup is not pleasing to the eye. Meant to be each workflow item, there is filtering to be set. Need
Request Rules/Business Rules practical to set filters and actions. Can have nested to do multiple flow for simple if else. Need to click
filters. into each workflow item to view the setup.

Request fields also can be created and rules can be

Additional Fields
Auto request status update
Priorities, Urgency & Impact
Workflow Status & Process Workflow Can create own status & determine the flow of the
Attributes can be created and append to request
layouts. Single attribute can be used at multiple
request types.
Available
Can have up to x number of PUI. PUI presets is
under Rules. Can have different set of PUI for
respective request type
process
setup to make it mandatory/optional. Multiple fields
to be created for it to be use at multiple request
types.
Available
Preconfigured to have up to P5 only. Have the
option to preset the PUI according to the matrix.
Use the same PUI for all request type.
Fixed for its request type.
 Module  Service Requirement Marval FreshService
Both end user and agents is displayed as Separate screen for end user
Org Chart tree view according to
division/department (Requester) & Agent
Information Can sync from AD Can sync from AD
Org Chart Management Has ability to create multiple Has ability to create multiple
Roles/permission roles/permission for both end user & roles/permission for agents.
agents. Prefixed roles for requester
Has own page to search only the org Filter is limited to first alphabet.
Search To search, need to use the
chart, can expand the tree view. general search bar.
Can create knowledge items linked to Can create knowledge items
knowledge types and keywords linked to knowledge types and
Knowledge Management Knowledge items keywords
Has the ability to link to request types Has the ability to link to request
types
Can create multiple change models for
different process flow. Request rules is Fixed change process flow.
Change Model Business rules is used to control
used to control which change model to the assignment/approval
Change Management use
Approval Approval can be set via email/self- Approval can be set via
service email/self-service
 Module  Service Requirement Marval FreshService
Multiple mailbox with rules to import Not sure. I only see 1 mailbox.
Mailbox email (can set to omit/read certain The vendor advise not to change
email only) the current POC mailbox.
System Notification Template Can be defined and change Can be defined and change
Directory Services (AD) Can be configured and mapped Can be configured and mapped
*Built-in CMDB.
Agent & Third party tool required. Fields *Only install agent and it will
Workstation mapping required and manual tagging auto pull info without additional
to users mapping.
*Auto tag to requester/agent
Install app to probe the IP. Similar to *Install probe. Information will be
CMDB IP equipment workstation, required mapping & pulled to asset inventory. Manual
manual tagging mapping is required.
Other hardware Can manual add Can manual add

Location Can add locations Can add locations

 Module  Service Requirement Marval FreshService
Multiple widgets can be added.
Limited to widgets available. Most used is
Layout & Content Widgets has the ability to display in
worklists. Charts only available per worklist charts only, info only or both.

Dashboard Worklists Can also create multiple worklists.
It is presented as advanced search,
Reporting worklists with pinned charts and also third reports. Can clone existing reports,
party tool, Xtraction. Any other customized
report is done via Xtraction.
Game mode  
Has the ability to link plugin. But require
Apps vendor's assistance to configure
Others
Discussion None. All done through notes.
Audit trail has too many info. Have to sift
Audit trail
through all the fields information
Can also create multiple worklists.
Built-in reporting with preset
build new, schedule the report.
Game mode. Collect points when hit
certain target. Ie. Response on time,
fix on time
Have multiple apps to choose and
download. Integration looks simple.
Did not test. But during demo, they
did show that they can integrate
with remote desktops apps. And it is
made available at the request
screens.
Has the ability to chat with other
agents at the request/incident
screen.
Audit trail is clear and displayed
nicely
Admin Portal
Asset Discovery with Agent
Asset Discovery with Probe
Asset Inventory
SLA Configuration
Leaderboard Setting
Analytics
Analytics
Change Request
Change Request