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."The auto-discovery is brilliant. You can have it scheduled to run on a regular basis, and the infrastructure is always getting updated within the platform. I would rate the asset discovery very highly. It's very comprehensive. It covers quite a lot of different methods for doing discovery and it supports a lot of different types of hardware as well."
"The pricing is reasonable."
"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 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."
"We use the automatic IT asset discovery for different things, like VMware discovery and SNMP discovery for network devices. It helps us to keep hardware information up to date in Device42, and the VMware discovery helps us to keep virtual device inventory up to date... We are sure to have 100 percent of our devices in Device42. Not more, not less."
"The import/export for bulk operations is a valuable and good feature."
"The continuous asset discovery is good because it means not having to manually input all the small data, such as IP addresses, leases, etc. It helps and saves us a lot of time."
"The solution is agentless."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"The initial setup is easy."
"The solution is simple to set up."
"Its flexibility and ease of customization are its most valuable features."
"It gives us better understanding and control of service management."
"It can adapt to any process in the organization."
"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."
"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."
"When servers have two network adapters, automatically discovered will be only one network card because the other one is a backup. Device42 has some problems to find the other connection."
"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."
"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."
"It would be nice for the agent to have an installer versus a single file across multiple systems."
"The only thing which I have noticed so far that is not good is that we had an issue with some reporting from the tool, reporting we had to export. We couldn't do it in the way we wanted to, so we tried to reach out to their support but it took pretty long until we understood how we can manage the reports. We still haven't received a complete explanation of what we need to do and how to do it."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Their end-user interface and technical support features could be improved."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The product's technical support services need improvement."
"Pure cloud-based native functionality is lacking."
"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."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
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Device42 is ranked 6th in IT Asset Management with 25 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) 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, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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