We performed a comparison between Device42 and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."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 most valuable feature was the ability to look up the different assets and see the different attributes that each one has, as well as being able to compare them to other assets."
"The topology layout is the most valuable feature."
"The way the solution’s automatic IT asset discovery and inventory functionality works is you set up a discovery job, then you can schedule it to run. I schedule all of the runs daily at different times so nothing is interfering with anything else. It's nice to know that you can set up the scan, schedule it, and sit back. You can check them every day and make sure everything ran, making sure nothing had errors, then you're good to go. Anything new is going to automatically be discovered, which is nice. It takes some of the stress off because you don't have to know, "If this team opened new servers, we need make sure now it will automatically pick them up." It is one less thing to worry about. It gathers a lot of data points."
"The import/export for bulk operations is a valuable and good feature."
"The asset inventory is great because previously we had devices all over the place. We have been able to do multiscans to find devices that we didn't know about, which was great."
"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."
"I like the tool's agentless discovery feature. The tool configures the devices based on the documentation provided. I am also impressed with its auto-discovery feature. The tool also keeps on tracking and finds whatever is in the environment."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"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."
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The initial setup is easy."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It's pretty well-structured in modules."
"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."
"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."
"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 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."
"Mapping items wasn't as intuitive as importing in Device42, so this is an area for improvement."
"A con for Device42 is that Kubernetes integration is lacking. You pay for 10,000 spot licenses and if you're spinning up a Kubernetes cluster, or four or five or six Kubernetes clusters like we do, you're going to have 5,000 or 6,000 nodes in each of those, doing different types of business things."
"If I want to delete an asset from a cabinet it does take a while. And if I'm doing it in bulk — say, for example, if we have one cabinet that has 20 servers in — if I want to remove all 20 servers, I have to do them individually, which is a bit time-consuming. If there were a way that I could just bulk-remove everything from there, that would definitely save some time."
"The solution’s automatic IT asset discovery and inventory functionality functions pretty well. There could be some improvement if there were some automated scripts to get it off the ground. I know it takes a bit of effort to get all of various managed devices into one place. We have to go and change how they are managed and make sure they are all linking up correctly so they can be tracked in Device42. Some type of automated script for each to get over that initial activation."
"I would like to see API management as an additional feature in the tool's future versions. It will give more API security."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"I don't see anything lacking."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"The product's technical support services need improvement."
"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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Device42 is ranked 4th in IT Asset Management with 25 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in IT Asset Management with 48 reviews. Device42 is rated 8.4, while OpenText Service Manager [EOL] 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 [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management.
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