We performed a comparison between Device42 and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."The Insights+ component is useful for us because it does business application mapping and helps us visualize it. It saves us time because we don't have to hunt for data."
"They've also just created some new interactive dashboards. CEOs can see and interact with the data rather than scrolling through endless Excel worksheets to find what they need."
"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 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."
"A big plus for Device42 was the auto-discovery. With it, we have updated devices, updated systems, and up-to-date systems."
"The pricing is reasonable."
"One of the most valuable features in my experience is the precise tracking of hardware devices and their locations registered in the solution. The solution allows to determine the exact placement of assets based on the building maps and the room details. This feature has allowed us to gain upper hand on the customers and provide them with a great satisfaction because they can visually see the arrangement of their assets within the organisation or building."
"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."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The initial setup is easy."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It gives us better understanding and control of service management."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Service Manager gives us a single system where everything is centralized in one base."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"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."
"The breadth and depth of the solution's discovery of IT asset information means the system does most of the work, but they need to work on improving the database discovery part, especially for Oracle Exadata."
"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."
"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."
"It would be nice for the agent to have an installer versus a single file across multiple systems."
"If they could make it so their remote connector could do as much as 10,000 devices, that would be better."
"The resources table needs a few tweaks. We've raised a feature request for this. When you click on resources, it opens up the entire CMDB or the entire data stored in Device42. If that could be customizable, it would be good. We should be allowed to add our own columns to that by writing a script or something like that. There should be an option to add or limit whatever we want."
"The architecture is a bit old-fashioned. Device42 is on one server, appliance, virtual machine, or guest. We are loading more into Device42 than it can hold. Overloading Device42 with REST API calls or tasks will directly impact every aspect because the server will be too busy to answer requests."
"The product's technical support services need improvement."
"Pure cloud-based native functionality is lacking."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"I don't see anything lacking."
"Service Manager would be improved with access to automation."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
Device42 is ranked 6th in IT Asset Management with 24 reviews while OpenText Service Manager is ranked 12th in IT Service Management (ITSM) with 48 reviews. Device42 is rated 8.4, while OpenText Service Manager is rated 7.2. The top reviewer of Device42 writes "Good reporting and discovery capabilities, and helpful for understanding device dependencies and asset management". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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