We performed a comparison between BMC Helix ITSM and Device42 based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The solution can scale."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Helix is stable."
"It has centralized all work orders and help desk ticket tracking."
"In general, for incident management, it's okay."
"Our Change Management and Incident Management processes have been greatly improved."
"The reporting part is valuable. You have classic reports, and you can also do advanced reporting. They also have the DOQL feature for queries. You can write SQL queries to get your data and create custom reports."
"A big plus for Device42 was the auto-discovery. With it, we have updated devices, updated systems, and up-to-date systems."
"The solution has some very good relational capabilities that show us how certain devices relate to each other and how some of our environment actually works together."
"The continuous asset discovery is good because it means not having to manually input all the small data, such as IP addresses, leases, etc. It helps and saves us a lot of time."
"The pricing is reasonable."
"Device42 has everything in one place and links it altogether. This helps when you need to figure out where things are going wrong, where things are happening, or how everything is linked together."
"The auto-discovery is brilliant. You can have it scheduled to run on a regular basis, and the infrastructure is always getting updated within the platform. I would rate the asset discovery very highly. It's very comprehensive. It covers quite a lot of different methods for doing discovery and it supports a lot of different types of hardware as well."
"The IP address tracking [is valuable]... We have a lot of different devices and some of them have many IP addresses, so keeping track of which ones are assigned where is very critical for putting new devices on the network and giving them new addresses. All of our devices are statically assigned, so if we don't keep good records then we could accidentally assign a duplicate, which would cause problems on the network."
"Log in process is unnecessarily complicated."
"I would also love to see consistency across all consoles."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The dashboard can be better."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The user experience could be better."
"The interface isn't that great."
"The dependency mapping can be quite slow sometimes, if you've got a lot of things connecting to services. It can be very slow to build up the map."
"While the automatic IT asset discovery is great, the first time using it can be confusing when you are configuring the SNMP. I don't remember for sure but I don't think it said "SNMP community," it said "password". The first time I used it I was thinking about communities but the tool said "password," and when you say "password" in SNMP you are thinking about SNMP version 3. This is the only thing that is confusing, although there were some devices that were not included in the discovery."
"The only thing which I have noticed so far that is not good is that we had an issue with some reporting from the tool, reporting we had to export. We couldn't do it in the way we wanted to, so we tried to reach out to their support but it took pretty long until we understood how we can manage the reports. We still haven't received a complete explanation of what we need to do and how to do it."
"In my experience I believe that the key concern is the pricing strategy of the solution. Instead other solutions such as lanweber are much more cost effective. Previously, Device42 operated on perpetualysis without any fees. But recently they have altered the pricing model to include a subscription fee which I see as a very costly affair. Therefore I would like to suggest that they evaluate their pricing strategy and licence scheme, conduct a market research and ensure that they provide the right product in the market at the right price."
"Device42 is a main part of our processes. We need reliability, not only in terms of the data but with the solution itself. It's really difficult when we have 10 minutes of Device42 downtime because none of our teams can work for those 10 minutes, and it's more time lost if there is longer downtime. An improvement would be to have a cluster implementation of Device42 to have high-availability and ensure that we don't have downtime in case of failure."
"I would like to see API management as an additional feature in the tool's future versions. It will give more API security."
"My biggest problem with the product is the upgrades. First, we have to do them manually and second, not this last time but the time before that, we actually had to build a new VM to deploy the solution again. We had to back it up and then restore it to the new version. That was inconvenient."
"If they could make it so their remote connector could do as much as 10,000 devices, that would be better."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Device42 is ranked 6th in IT Asset Management with 25 reviews. BMC Helix ITSM is rated 8.0, while Device42 is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Device42 writes "Good reporting and discovery capabilities, and helpful for understanding device dependencies and asset management". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery.
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