Find out what your peers are saying about ServiceNow, Lansweeper, BMC and others in IT Asset Management.
BMC Helix Discovery has delivered a very good return, and we cannot stop using it at this moment.
When opening a severity one ticket, they respond within four to six hours, which is commendable.
The response has been satisfactory, though improvements could be made in response time and overall competence.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
The customer service provides a fast response.
I would rate their support five out of ten because most of the time they are not able to resolve the issues.
Freshservice is easy to use for scalability.
In the past four to six years, I cannot recall encountering any bugs.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
It uses a Berkeley database, and the query language is not easy to master for performing complex queries.
I would like to see a lower price and better technical support.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There's limited experience with the CMDB or asset management features.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The price is about twelve per license per year, and the support is included.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
It's always expensive for the customer.
This is very useful for compliance as it helps in audits by providing a comprehensive view of all assets and software.
The best aspect of BMC Helix Discovery is its flexibility. You can perform scanning at any time, and it provides substantial data for extraction.
What we're looking for and trying to move towards is autonomous operations so that AI is implemented to suggest resolutions and to quickly identify faults or repeated patterns with no human intervention.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
All modules are working well, and for me, it's a complete product.
| Product | Market Share (%) |
|---|---|
| BMC Helix Discovery | 6.6% |
| ServiceNow | 19.9% |
| Lansweeper | 10.2% |
| Other | 63.3% |
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| ServiceNow | 17.6% |
| JIRA Service Management | 7.5% |
| Other | 70.7% |
| Product | Market Share (%) |
|---|---|
| Kaseya VSA | 18.2% |
| NinjaOne | 13.7% |
| Datto Remote Monitoring and Management | 11.9% |
| Other | 56.2% |
| Company Size | Count |
|---|---|
| Small Business | 11 |
| Midsize Enterprise | 5 |
| Large Enterprise | 13 |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 25 |
| Midsize Enterprise | 4 |
| Large Enterprise | 4 |
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:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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."
Kaseya VSA (Virtual System Administrator) is a cloud-based IT management software that provides a comprehensive set of IT management tools for small and mid-sized businesses, including remote monitoring and management, help desk ticketing, patch management, and automated IT processes.
VSA provides a centralized platform for IT administrators to manage and monitor multiple devices and endpoints, including desktops, laptops, servers, and mobile devices. The software offers real-time monitoring, automated alerts, and reporting capabilities to help administrators quickly identify and resolve issues.
VSA also includes a help desk ticketing system for managing and resolving IT support requests, as well as a patch management module for keeping systems up-to-date and secure. Additionally, the platform offers a range of automated IT processes, including software deployment and inventory management, to help administrators streamline their work and improve efficiency.
Kaseya VSA Features
Kaseya VSA has many valuable key features. Some of the most useful ones include:
Kaseya VSA Benefits
There are many benefits to implementing Kaseya VSA. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Kaseya VSA is a solution that stands out when compared to many of its competitors. Some of its major advantages are that it’s easy to use, has a good Live Connect feature, and its unified portal.
A Team Lead at a tech services company explains what he finds most valuable about the solution: “The ease of access and ease of use was great. When Kaseya is deployed on the customer's computer, we have access to the customer. We just need the computer's name or ID, or sometimes, if the user has the same name as their first name, we can find them that way.”
"The most valuable piece of the puzzle for me is what they call Live Connect. It is the piece that allows you to support an end-user without having to take the keyboard and mouse,” says another Automation Team Lead at a tech services company.
PeerSpot reviewer Allan E., Director Of IT / Purchasing Manager at Macomb/St. Clair Workforce Development Board expresses, “One of the most appealing features is that it combines remote control, patch management, and software management into a single portal."
