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."Accuracy and clarity are vastly improved for the service lines."
"The speed at which it's able to collect a wide-range of information, then make it useful for you, like asset management, knowledge management, and incident management."
"The data models are the most useful aspect of the solution."
"The solution is definitely useful."
"Weekly reports to management really make our life simple."
"The tool's accuracy of the results we receive looks promising in general. Its values are more than 95 percent accurate compared to other clients or different tools. I would say that Discovery offers a valuable mechanism to discover information."
"BMC Helix Discovery is very intuitive."
"It is agentless, which means you don't have to install anything on all the different pieces of hardware that you are looking to discover."
"There is a nice user interface."
"The solution has been stable."
"I do 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."
"Freshservice's best feature is its user-friendliness."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution’s timely automated triggers increase our IT team’s productivity."
"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."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"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."
"There isn't much that could be improved. The solution is pretty thorough, very easy to implement, and very easy to operate."
"The product is not fully automated."
"It would be nice to see more updates to the solution."
"The solution is definitely useful."
"The license model could be more flexible and cheaper pricing."
"We would like updates more often."
"What would make BMC Helix Discovery better is if it had more client-side discovery features, for example, printers and desktops. Right now, it's focused more on data center discovery, so if it had additional features focused on the client-side discovery, that would be great. In the next release of BMC Helix Discovery, I'd like more client-side discovery features such as desktop discovery, printer discovery, and other IP-based client-side discovery features. The solution can discover desktops and printers, but there's still room for improvement on the client side."
"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."
"Freshservice could improve the integration with Microsoft Outlook."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Freshservice's technical support has issues with delays and translations."
"Not integrated with Google."
"The analytics could be better."
"The chat portal is not that great."
"It's hard to interact directly with the users themselves."
BMC Helix Discovery is ranked 2nd in IT Asset Management with 20 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 "Definitely useful but the old technology makes customizations very difficult". 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, Device42, BMC Remedy , ServiceNow Discovery and Qualys VMDR, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Helix Discovery vs. Freshservice report.
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