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."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."
"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."
"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."
"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."
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.
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