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 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."
"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 import/export for bulk operations is a valuable and good feature."
"The solution's automatic IT asset discovery and inventory functionality are top-notch. The thing I like is that it's open-source. If I need to change them — and they've given me links on GitHub to have them — I can go and change them to pull exactly what I want, as frequently as I want."
"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."
"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 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."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The product scales up effortlessly and you can easily add users."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"My biggest problem with the product is the upgrades. First, we have to do them manually and second, not this last time but the time before that, we actually had to build a new VM to deploy the solution again. We had to back it up and then restore it to the new version. That was inconvenient."
"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."
"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."
"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."
"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."
"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."
"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."
"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 expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"There's no native integrations between the systems."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"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."
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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 Zoho Desk.
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