CMDBuild READY2USE vs Freshservice

CMDBuild READY2USE manages hardware and software configuration items and supports IT governance and service management workflows aligned with ITIL. Its self-service interface covers the service catalogue, malfunction reports and new service requests. Listed workflows include Incident Management, Request Fulfilment and Change Management. Asset Lifecycle covers order registration, goods acceptance, assignment, transfers and scrapping, while Service Management handles catalogues, work orders, SLAs, KPIs, controls and notifications. The system also supports map georeferencing, 2D floor plans and 3D models made with BIM tools. Connectors built with the CMDBuild Service Bus waterWAY framework include OCS Inventory, Active Directory, VMware vCenter and Amazon AWS. The product uses a Java server, Ajax interface and PostgreSQL, with user, group, permission and multitenant configuration features. It is an open-source project maintained by PAT srl and may be used under the GNU Affero GPL, subject to logo and legal-notice requirements for modified versions. Self-Service is downloadable for self-installation; Subscription includes a ready-to-use OVF appliance. No plan prices are listed.

Freshservice is an IT management service for employee service and IT operations. Its service desk covers incident, change and problem management, service catalogs, knowledge management and SLA policies. IT asset management includes asset lifecycle management, discovery across on-premises, cloud and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira and Azure AD. Freshservice offers web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are listed across the four plans. Annual billing starts at $19 a month, and a 14-day trial is offered without a credit card.