BMC Helix Discovery vs Freshservice comparison

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Comparison Buyer's Guide
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: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution is very stable and powerful.""BMC Helix Discovery is very intuitive.""The most valuable feature of BMC Helix Discovery is it operates well. It is well known and has gained recognition for its software.""It is a stable solution. The stability is okay.""It is a scalable solution.""The most valuable feature of the solution stems from the fact that it is easy to install and deploy.""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.""BMC provides great support. As managed service support, they are gold."

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"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably.""You can just register and within five to minute minutes, you are ready to go.""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.""It allowed the development team to concentrate on the client’s requirements instead.""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 of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements.""The solution is very responsive with a 97% success rate in funneling customer tickets.""The most valuable features of Freshservice are the notifications, customization, and flexibility.""We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

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Cons
"We would like updates more often.""There is still room for improvement in terms of stability.""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.""A review of end of life data would be nice.""The solution should have different portals and logins for each customer so only that customer's assets show.""The license model could be more flexible and cheaper pricing.""The improvement which we require is to delete the Internet service. Till some of the features are coming, like, internally side. If you are taking one server to model, there are a lot of usages like three structures per diagram is coming, and we have to do the man lot of manual work. Instead of that, whatever our requirement, we should be able to provide the servers and get the structure. So this is what we want to implement with such data.""I would like to see the ability to scan some of the newer cloud platforms. I know that BMC has them on the roadmap, and they are coming soon, but they can't come fast enough. Being able to scan more of GCloud, Alibaba Cloud, or whatever the public clouds that our customers are buying, we need to make sure that Discovery can find them as well."

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"Freshservice could improve the integration with Microsoft Outlook.""We'd like to see a CMDB, a Configuration Management Database, in the future.""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.""There are some limitations in reporting. For example, I would like to have a report of conversations or replies.""The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.""We'd like better integration with other products.""A chat bot needs to be added to the portal.""We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

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Pricing and Cost Advice
  • "BMC is available for a reasonable price compared to ServiceNow — it's half the price."
  • "The price was fair compared to competitors. BMC is very affordable. There are optional consulting services to assist with implementation."
  • "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."
  • "You need a license to use BMC Helix Discovery. The license is paid yearly, though I have no idea how much it costs."
  • "The licenses are very complex and quite costly."
  • "The solution offers yearly licenses."
  • "The licensing fee is very low."
  • "We have a perpetual license for the solution."
  • More BMC Helix Discovery Pricing and Cost Advice →

  • "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."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "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."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It is a stable solution. The stability is okay.
    Top Answer:The solution is really expensive. We have a yearly license model. If we want to do anything extra, we have to pay extra costs.
    Top Answer:The license model could be more flexible and cheaper pricing.
    Top Answer: 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 of… more »
    Top Answer: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 it… more »
    Top Answer: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 features… more »
    Ranking
    2nd
    out of 48 in IT Asset Management
    Views
    3,451
    Comparisons
    1,681
    Reviews
    13
    Average Words per Review
    466
    Rating
    8.3
    3rd
    out of 48 in IT Asset Management
    Views
    1,329
    Comparisons
    956
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    Comparisons
    Also Known As
    Discovery, ADDM, Atrium Discovery & Dependency Mapping
    Flint
    Learn More
    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
    Top Industries
    REVIEWERS
    Retailer20%
    Financial Services Firm20%
    Manufacturing Company20%
    Non Profit10%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm16%
    Manufacturing Company7%
    Government7%
    REVIEWERS
    Financial Services Firm18%
    Manufacturing Company18%
    Comms Service Provider18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise15%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business14%
    Midsize Enterprise14%
    Large Enterprise72%
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    Buyer's Guide
    BMC Helix Discovery vs. Freshservice
    March 2024
    Find out what your peers are saying about BMC Helix Discovery vs. Freshservice and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    BMC Helix Discovery is ranked 2nd in IT Asset Management with 19 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Helix Discovery is rated 8.6, while Freshservice is rated 8.0. The top reviewer of BMC Helix Discovery writes "Very stable, fast, and powerful with valuable inventory management features". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix Discovery is most compared with ServiceNow, BMC Remedy , Device42, ServiceNow Discovery and Qualys VMDR, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Helix Discovery vs. Freshservice report.

    See our list of best IT Asset Management vendors.

    We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.