We performed a comparison between Device42 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."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."
"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 most helpful feature in Device42 was the import feature, where you can seamlessly import your information into the configuration database manager."
"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."
"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."
"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."
"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."
"The most valuable part is the ease of use. There's no training involved. It's pretty simple and straightforward."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"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."
"Freshservice's best feature is its user-friendliness."
"The solution’s timely automated triggers increase our IT team’s productivity."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"I would like to see API management as an additional feature in the tool's future versions. It will give more API security."
"It was hard to know which assets I'd already looked at because if I looked up another asset with a similar name, they would still pop up. I would have to make sure I was looking at the right asset. The search function should be improved."
"Configuring rPDUs in the data center for Device42 required us to add multiple discovery jobs. The rPDUs were referred to the ISPDUs and daisy-chained. They would automatically assign a unique SMP port, but Device42 didn't allow SMP ranges, so we had to create a discovery job for each rPDU individually. We submitted a feature request to mitigate that."
"The product must provide AI features."
"Mapping items wasn't as intuitive as importing in Device42, so this is an area for improvement."
"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."
"For the iPhone, the device diagram cannot be downloaded. You have to go to each device and download the device diagram for that device. E.g., suppose there are a 1000 or 2000 servers. You cannot go to each server or device to download a device diagram for each device. There should be a one-click solution for downloading all device diagrams."
"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."
"Their analytics need improvement."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Not integrated with Google."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice could improve the delegation and workflow management features."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
Device42 is ranked 4th in IT Asset Management with 25 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. Device42 is rated 8.4, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Device42 vs. Freshservice report.
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