We performed a comparison between BMC Helix Discovery 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 artificial intelligence and machine learning that it uses in the solution. Because once the solution discovers all the assets, all the infrastructure, and all the dependencies between services, it learns how it works. So, it learns to predict when a problem is going to happen. It becomes predictive in an autonomous way."
"The most valuable feature is the automated service mapping."
"I've used other discovery tools, but I found BMC Helix Discovery to be more UI-friendly, and that's the most valuable feature of the solution."
"The speed at which it's able to collect a wide-range of information, then make it useful for you, like asset management, knowledge management, and incident management."
"BMC Helix Discovery is very intuitive."
"The most valuable feature is Windows proxy. We now need to install an additional link proxy server in Windows. The proxy is available as an outpost in the Elastic store. That is the advanced feature is added. There are many other features which can be used once we discover them. One time I was scanning the servers and all, going to data from additional based on the additional features, including advanced data like score upper display data successfully discover servers. There are many things good things that can be implemented using it while we haven’t installed those yet."
"It is a scalable solution."
"The data models are the most useful aspect of the solution."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Freshservice's best feature is its user-friendliness."
"We found the initial setup to be very simple."
"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."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution has been stable."
"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."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"There is still room for improvement in terms of stability."
"The solution's scalability is an area with certain shortcomings where improvements are needed."
"The solution is definitely useful."
"The product falls short compared to storage discovery mechanisms offered by Tenable or ServiceNow ITOM. In the market, there are various applications available that provide different sets of features. Its drawback is that it doesn't give the database configuration customers need out of the box. Additionally, the classification of storage virtualization is relatively lacking. Therefore, there is room for improvement, particularly in the database areas."
"It would be nice to see more updates to the solution."
"I would like to see the ability to scan some of the newer cloud platforms. I know that BMC has them on the roadmap, and they are coming soon, but they can't come fast enough. Being able to scan more of GCloud, Alibaba Cloud, or whatever the public clouds that our customers are buying, we need to make sure that Discovery can find them as well."
"The product is not fully automated."
"The support from BMC Helix Discovery can improve, it takes a long time before we receive any feedback. It can take days to months sometimes."
"It's hard to interact directly with the users themselves."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The chat portal is not that great."
"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."
"Their analytics need improvement."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"A chat bot needs to be added to the portal."
"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."
BMC Helix Discovery is ranked 2nd in IT Asset Management with 20 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Helix Discovery is rated 8.6, while Freshservice is rated 8.0. The top reviewer of BMC Helix Discovery writes "Definitely useful but the old technology makes customizations very difficult". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix Discovery is most compared with ServiceNow, Device42, BMC Remedy , ServiceNow Discovery and Qualys VMDR, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Helix Discovery vs. Freshservice report.
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