BMC Helix Discovery vs Freshservice comparison

BMC Helix Discovery

Read 22 BMC Helix Discovery reviews

3,330 Views
1,584 Comparison Views

90% willing to recommend

Freshservice

Read 30 Freshservice reviews

1,260 Views
897 Comparison Views

96% willing to recommend

BMC Helix Discovery

Freshservice

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between BMC Helix Discovery and Freshservice based on real PeerSpot user reviews.

Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed BMC Helix Discovery vs. Freshservice Report (Updated: June 2024).

Buyer's Guide

BMC Helix Discovery vs. Freshservice

June 2024

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Helped 789,135 peers since 2012

Categories and Ranking

BMC Helix Discovery

Ranking in IT Asset Management

2nd

Average Rating

8.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Freshservice

Ranking in IT Asset Management

3rd

Average Rating

8.2

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Project Management Software (9th), Cloud Management (13th), IT Service Management (ITSM) (5th)

Mindshare comparison

As of June 2024, in the IT Asset Management category, the mindshare of BMC Helix Discovery is 9.0%, up from 8.0% compared to the previous year. The mindshare of Freshservice is 2.7%, down from 7.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Unique Categories:

No other categories found

Help Desk Software

2.4%

Project Management Software

2.9%

Featured Reviews

RajuM

BMC Remedy Consultant at a tech services company with 1-10 employees

Jul 12, 2023

A Saas-based Discovery Modelling solution for providing Hardware Visibility

I'm using it for the customer. I've been looking for BMC Helix Discovery. It's majorly for some kind of customization or development kind of thing that we have to do The solution has brought a huge difference to the organisation. The most valuable feature is Windows proxy. We now need to install…

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GeorgeMartin

Director and Owner at Innovo Limited

Sep 29, 2022

A highly stable and scalable solution with an excellent sandbox, but is difficult to customize and lacks consistency across different modules

The most significant area for improvement is consistency across the different modules, as they are not intuitive. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as incident management, but not in problem management, for example, and I don't see why that should be the case. An example would be the way that bulk actions has been implemented. It would be good to see more consistency in the development process. An additional feature could be a new module for test management; it would be good to see a module enabling the creation and management of test scenarios, test scripts, test requirements, and scenarios. The solution doesn't do that out of the box, and though it may be possible to do that with a lot of configuration and workflow customisation, it would be great to see a dedicated test management module.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The speed at which it's able to collect a wide-range of information, then make it useful for you, like asset management, knowledge management, and incident management."

"It is a scalable solution."

"The most valuable feature of BMC Helix Discovery is it operates well. It is well known and has gained recognition for its software."

"The most valuable feature is the automated service mapping."

"It now comes with a very flexible deployment solution, whether you want to keep it inside your data center or want to have the cloud, depending on if you're cloud forward or not."

"The solution is definitely useful."

"The most valuable feature of the solution stems from the fact that it is easy to install and deploy."

"Accuracy and clarity are vastly improved for the service lines."

More BMC Helix Discovery pros

"Depending on the size of your organization, is pretty standard and useful."

"The overall functionality of the product is excellent."

"It is a stable solution. My company hasn't faced any problems with the solution."

"The workflow and the change management process are valuable."

"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."

"I do 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."

"Freshservice's best feature is its user-friendliness."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

More Freshservice pros

Cons

"There are certain limitations in the mapping feature of the solution."

"An area that can be improved is the IoT."

"What would make BMC Helix Discovery better is if it had more client-side discovery features, for example, printers and desktops. Right now, it's focused more on data center discovery, so if it had additional features focused on the client-side discovery, that would be great. In the next release of BMC Helix Discovery, I'd like more client-side discovery features such as desktop discovery, printer discovery, and other IP-based client-side discovery features. The solution can discover desktops and printers, but there's still room for improvement on the client side."

"The product falls short compared to storage discovery mechanisms offered by Tenable or ServiceNow ITOM. In the market, there are various applications available that provide different sets of features. Its drawback is that it doesn't give the database configuration customers need out of the box. Additionally, the classification of storage virtualization is relatively lacking. Therefore, there is room for improvement, particularly in the database areas."

"The support from BMC Helix Discovery can improve, it takes a long time before we receive any feedback. It can take days to months sometimes."

"It would be nice to see more updates to the solution."

"The CMDB could be improved. Getting data from the CMDB is the greatest challenge."

"There isn't much that could be improved. The solution is pretty thorough, very easy to implement, and very easy to operate."

More BMC Helix Discovery cons

"Freshservice could improve the delegation and workflow management features."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"A chat bot needs to be added to the portal."

More Freshservice cons

Pricing and Cost Advice

"I rate the pricing an eight out of ten. All BMC products are expensive."

"Operating cost is actually high compared to other products, actually. It's a little expensive only, but it's very good than other products."

"We are on a three-year agreement with BMC Helix Discovery to use the solution. There are not any additional fees other than the standard license."

"We have a perpetual license for the solution."

"The price was fair compared to competitors. BMC is very affordable. There are optional consulting services to assist with implementation."

"The solution offers yearly licenses."

"You need a license to use BMC Helix Discovery. The license is paid yearly, though I have no idea how much it costs."

"The licensing fee is very low."

More BMC Helix Discovery pricing and cost advice

"The price of Freshservice could improve, it is expensive."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"Our licensing fee for Freshservice is $2,500 a year."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"We're basically paying about $100 USD per agent per month."

"Freshservice price is competitive, it is not more than other solutions on the market."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

15%

Manufacturing Company

Energy/Utilities Company

Computer Software Company

26%

Manufacturing Company

Educational Organization

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about BMC Helix Discovery?

I like the artificial intelligence and machine learning that it uses in the solution. Because once the solution discovers all the assets, all the infrastructure, and all the dependencies between se...

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What is your experience regarding pricing and costs for BMC Helix Discovery?

It's not a cheap product. When you get the ITSM, you get a specific bundle of licensing: Discovery, optimization, AI, and everything. Moreover, the benefit it delivers is that it's a fair price. Mo...

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What needs improvement with BMC Helix Discovery?

An area that can be improved is the IoT. I have a customer here in Brazil interested in using it to discover assets that are not technology assets, like in a factory where you have machines that yo...

See all answers

What do you like most about Freshservice?

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...

See all answers

What is your experience regarding pricing and costs for Freshservice?

The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making ...

See all answers

What needs improvement with Freshservice?

I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these featu...

See all answers

Comparisons

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BMC Remedy vs BMC Helix Discovery

Compared 8% of the time

ServiceNow Discovery vs BMC Helix Discovery

Compared 8% of the time

Qualys VMDR vs BMC Helix Discovery

Compared 3% of the time

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ServiceNow vs Freshservice

Compared 26% of the time

JIRA Service Management vs Freshservice

Compared 10% of the time

Microsoft Project vs Freshservice

Compared 10% of the time

Zendesk vs Freshservice

Compared 9% of the time

ManageEngine ServiceDesk Plus vs Freshservice

Compared 8% of the time

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Product Reports

Buyer's Guide

BMC Helix Discovery

June 2024

Download BMC Helix Discovery product report

Buyer's Guide

Freshservice

June 2024

Download Freshservice product report

Also Known As

Discovery, ADDM, Atrium Discovery & Dependency Mapping

Flint

Learn More

BMC

Freshworks

Overview

BMC Discovery, formerly ADDM, is a digital enterprise management solution that automates asset discovery and application dependency mapping to build a holistic view of all your data center assets and the relationships between them.

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."

Sample Customers

Windstream Communications, News UK, Mercator Group, Wageningen University and Research Centre (WUR)

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

BMC Helix Discovery vs. Freshservice

June 2024

Free Report: BMC Helix Discovery vs. Freshservice

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