Freshservice

License Management

Tracks and categorizes number of asset licenses available to (or needed by) the organization.

Role-Based Access

Enable different levels of access based on role e.g. administrators can modify and see all data or department managers have access only to their data.

Auditing

Monitor asset changes, alerting IT to breaches or instances changes, while also maintaining an audit trail and upholding compliances.

Auto-Discovery

Automate discovery of systems and assets on your network.

Analytics and Reporting

Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Predictive Analytics

The ability to make predictions about audience behavior based on historical data and machine learning.

Assign Dispositions

Monitor, track, and change the status of a configuration item during its lifecycle.

Integrations

Integrates with an organization’s broader IT system (such as ITSM suites) for data reconciliation and inconsistency identification.

CI Attribute Detailing

Captures and automatically updates key information about a configuration item, including its version, location, owner, and status.

Dependency Mapping

Document business process dependencies such as people, sub-processes, technology, facility, and suppliers in a visual manner e.g. topology diagram.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.