Device42 vs OpenText Service Manager comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed IT Asset Management 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 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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "Our licensing costs are on a yearly basis."
  • "The product cost is low. It is quite cheap."
  • "On a yearly basis, our licensing is $10,000. However, our license is now nearly full with devices. We need the next bigger license with 5,000 devices, which will cost us $19,000. We pay for a set of licenses, a maximum number of devices, and a maximum number of IP addresses. We have the smallest amount of features, which is enough for us at this time."
  • "The problem with using other vendor, like BMC, is the pricing. The price is so horrible and nobody wants to pay this money."
  • "We pay $100,000 per year."
  • "It's in the top-three most expensive solutions in terms of cost, but it has all the features that are needed."
  • "I am not involved in its pricing, but I have seen their plans during a discussion with the customer. For 500 servers, they were asking 50,000 USD. The cost of BMC Discovery was less than half. For the same thing, they were charging only 10,000 USD. Its pricing needs to be improved. As compared to other discovery tools, such as BMC Discovery and ServiceNow Discovery, its price is a little bit higher."
  • "Functionality-wise, Device42 is on par with industry standards, but price-wise, the solution is expensive. I'm rating the pricing for the solution as eight out of ten."
  • More Device42 Pricing and Cost Advice →

  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • "I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
  • "HP Service Manager has moderate pricing."
  • More OpenText Service Manager Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer:Based on the use case for Device42, I found the solution a bit expensive. However, when you look at the support and the industry standards, Device42 was on par with the industry. Device42 is a little… more »
    Top Answer:In my experience, I believe that the key concern is the pricing strategy of the solution. Instead, other solutions are much more cost-effective. Previously, Device42 has altered the pricing model to… more »
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    6th
    out of 48 in IT Asset Management
    Views
    2,190
    Comparisons
    1,243
    Reviews
    10
    Average Words per Review
    915
    Rating
    7.9
    Views
    1,412
    Comparisons
    947
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    Comparisons
    Also Known As
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    Device42 is a powerful asset management tool for inventory, asset discovery, and CMDB purposes. It can be deployed on-premises or on the cloud and is praised for its ease of use, coordination, and reasonable pricing. 

    The tool's most valuable features include agentless discovery, service discovery, business application mapping, import/export for bulk operations, reporting, insights+, REST API abilities, auto-discovery, topology layout, and data center infrastructure management. Device42 has helped organizations provide visibility into on-premises infrastructure, aiding in asset management, automating IT problem-solving, and aiding in decision-making about resources.

    Say Hello! to Automated Data Center Management

    Say goodbye to spreadsheets and manual drawings which are, at best, inefficient and quickly outdated. Device42 auto-generates accurate infrastructure and inter-dependency diagrams making data center management faster, easier, and more accurate.

    • Gain – Gain accurate infrastructure visibility — know what you have, where it’s located, how it’s connected, and who owns it.
    • Beyond – Go beyond just the physical — gain visibility into blades, virtual machines, cloud instances, and the applications running on them.
    • Support – Support and document the entire lifecycle from purchase order to retirement.
    • Infrastructure – Device42’s comprehensive infrastructure management enables more informed decision making.

    Know Exactly What is Running, and Where, with Deep Application Mapping

    • Mapping – Powerful application mapping tools relate data from various sources.
    • Related – Auto-discovered data is related with imported and input data.
    • Components – Dependency flow diagrams relating application components are automatically generated.
    • Visualize – IT managers can visualize the application’s different parts and interdependencies.
    • Charts – Automatically-generated impact charts show the relationships between applications, hardware components, and facilities.

    Transform IT Anarchy into IT Organization

    Access real-time configuration data to understand where resources are and how those resources are being consumed. Support future capacity and growth planning.

    • IP Address – Get the next available IP address (eliminate ping and pray).
    • Capacity – Locate racks with enough space and power capacity to house new servers.
    • Affected – Determine which users are affected by scheduled and unscheduled outages.
    • Supported – Know if a server/OS is still supported, and where to find it.
    • Accurate – Maintain accurate server-switch port connections.
    • Manage – Accurately manage rack power and cooling capacities.
    • Device – Know device interdependencies and their service relationships.

    Efficiently Manage Growth and Consolidation with Powerful Capacity Planning Tools

    • Rack – Find available rack capacity with heat maps colored by available units.
    • Power – Ensure power availability at a glance with overlaid color bars.
    • Find – Quickly find space, outlets, and power capacity for new equipment with “What-If” scenarios.
    • Connections – Visually ensure all your machines are redundantly connected.
    • Hardware – Easily identify any hardware without redundancy.
    • View – View power consumption, temperature, and humidity over time.
    • Data Center – Locate data center hot spots and eliminate problem areas.
    • Reports – Comprehensive reporting includes abundant pre-configured reports or easily create your own.
    • Change – Instantly report change history, contracts, rack space availability, and much more.
    • Consolidate – Remove the guesswork — know if you have room to grow, or power and cooling capacity to consolidate.

    Dramatically Reduce Data Entry

    Increase data center staff productivity. By minimizing or eliminating redundant and low-value data entry, IT staff can spend more time on high-value business initiatives.

    • Automatic – Device42's autodiscovery, import tools, and 3rd-party integrations do a vast majority of the hard work for you.
    • API – All the documentation you could ever want on our open API is available at http://api.device42.com.
    • Powerful – Device42’s open and powerful REST API is thoroughly documented, easy to use, and extremely powerful —enabling input and output of data to and from external sources with features like .XLS API imports.
    • Better Place – Freedom from excessive data entry means you can focus on building the next cool thing and making the world a better place!

    Enhance IT Service Management

    Device42 integrates with many popular 3rd-party tools and imports from almost anywhere!

    • Input – No need to input the same data into multiple systems!
    • Information – Enhance the information in your ticketing system with data from Device42.
    • ITSM App – Out-of-the-box integrations with popular ITSM applications such as JIRA, Confluence, ServiceNow, and Zendesk.
    • Automation – Out-of-the-box integrations with automation platforms like Rundeck, Puppet, and Chef.
    • CMDB Providers – Import data from other CMDB providers like Aperature, Microsoft SCCM, Solarwinds, OpenDCIM, Racktables, Rackmonkey
    • Anywhere – Import from spreadsheets, Visio docs, and anywhere else you can get a .csv file.

    Effectively Manage Asset Life Cycles

    Make the most out of your budget. Track software and support entitlements, and full hardware asset lifecycles.

    • Purchases – Record purchases.
    • Lifecycle – Asset lifecycle tracking from the day of purchase to the day it’s retired.
    • Contract – Associate a service contract with the actual asset it applies to.
    • QR Code – Automatically generate a smartphone-readable QR code for physical inventory.
    • Planning – Improve planning with accurate financial data for budgeting and auditing.
    • Proactive – Proactively manage contracts and maintenance renewals with powerful reporting and renewal notices.
    • Track Well – Track software licensing and ensure compliance.
    • Eliminate – Eliminate waste and save money.

    Resolve Technical Issues Faster

    • Services – Improve your IT service delivery with accurate and actionable data.
    • Flexible – Device42 will discover and correlate relationships between physical, logical, and virtual environments – providing a powerful tool for problem solving.
    • Ticket Makes – Attaching the actual device to a ticket makes confusion about which device is being referenced a thing of the past.
    • Locate Device – Locating the device has never been easier when it’s attached to a ticket; click the device and get all the relevant details from Device42.
    • Emergency – The next time a data center emergency arises, save the day in style!

    Centrally Manage Shared Accounts and Passwords

    • Find – Take control of who has access to what systems
    • Ensure – Ensure that data center teams have the information they need, when they need it
    • Very Fast – Quickly map service accounts and secrets to devices and applications
    • Powerful Control – Protect account and password information with granular access controls
    • Locate – Track password views, expiration dates, and password changes
    • Happiness – And yes…keep the auditors happy, happy, happy!

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Sample Customers
    Computershare, Concur, Doosan, Fitch Ratings Inc., Fujitsu, HomeAway, Jasper Wireless, Mercedes-Benz, Square, Twitch, UCSB, Zayo Group Inc.
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    Top Industries
    REVIEWERS
    Financial Services Firm36%
    Computer Software Company21%
    University14%
    Logistics Company7%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Financial Services Firm13%
    Manufacturing Company9%
    Healthcare Company7%
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm14%
    Manufacturing Company12%
    Government7%
    Company Size
    REVIEWERS
    Small Business28%
    Midsize Enterprise20%
    Large Enterprise52%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise15%
    Large Enterprise67%
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    Buyer's Guide
    IT Asset Management
    March 2024
    Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    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.

    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.