We performed a comparison between Device42 and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."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."
"The REST API abilities enables us to run scripts that pull information from our servers about software, storage, etc. Anything we need is pushed through REST API to the Device42 server and reflected in the report it generates."
"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."
"Previously, our company had a lot of issues keeping track of all the data centers and the inventory, as well as the purchase orders. All of these were managed by other tools. The good thing about Device42 is that it can be used for all this together. We don't need to spend time checking many other tools and files."
"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."
"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 most helpful feature in Device42 was the import feature, where you can seamlessly import your information into the configuration database manager."
"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."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"I like the catalog features and workflow. I also like the knowledge space."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The strength is its pricing. It is easy to use."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"There are a lot of great templates that you can take advantage of."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"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 reporting could be better. The Insights+ component is an improvement, but they even admit it isn't the greatest. The documentation on their website could also be improved, but Device42 is constantly changing, so the documentation would have to change almost daily."
"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."
"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."
"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."
"Currently, if you want to ping devices, you need to log into Appliance Manager. This feature should be available on the Device42 side. You should be able to use the ping utility without logging into Appliance Manager. The features that are there in Appliance Manager should also be available on the main Device42 server so that you have more control on one screen. You don't need to switch to another portal, but it is not something critical."
"Since I was focused on deploying connectors and getting all the servers to be scanned, one of the biggest pains was when a job would fail, then the output (logging) was poor. For example, "Why did it fail?" In these cases, you get a generic error. It doesn't point you in the right direction and tell you why you got the error, which is really annoying. There have been times I asked, "Is there somewhere I can see a better log as to why is this failing?" That would be a really nice improvement."
"The product must provide AI features."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"I would like to improve the task management module and analytics."
"The product's asset management tool needs improvement."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"There's no native integrations between the systems."
"The UI for the app needs improvement."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
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Device42 is ranked 6th in IT Asset Management with 25 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Device42 is rated 8.4, while ManageEngine ServiceDesk Plus 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM.
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