We performed a comparison between Device42 and JIRA Service Management 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."
"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."
"The solution's agentless approach to asset discovery is very important for us because installing agents on physical or virtual devices is not easy in our company. We have to escalate these kinds of things to different levels of security. Not having to install agents makes it easy for us."
"The way the solution’s automatic IT asset discovery and inventory functionality works is you set up a discovery job, then you can schedule it to run. I schedule all of the runs daily at different times so nothing is interfering with anything else. It's nice to know that you can set up the scan, schedule it, and sit back. You can check them every day and make sure everything ran, making sure nothing had errors, then you're good to go. Anything new is going to automatically be discovered, which is nice. It takes some of the stress off because you don't have to know, "If this team opened new servers, we need make sure now it will automatically pick them up." It is one less thing to worry about. It gathers a lot of data points."
"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 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 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 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."
"Useful for tracking issues with development."
"JIRA Service Management is a very user-friendly solution."
"Allows customized processes for our service contracts."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The customer portal allows users to register tickets themselves."
"It makes the IT department more transparent and helps the employees."
"I think one of the most valuable things is that it's all integrated."
"While the automatic IT asset discovery is great, the first time using it can be confusing when you are configuring the SNMP. I don't remember for sure but I don't think it said "SNMP community," it said "password". The first time I used it I was thinking about communities but the tool said "password," and when you say "password" in SNMP you are thinking about SNMP version 3. This is the only thing that is confusing, although there were some devices that were not included in the discovery."
"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."
"If I want to delete an asset from a cabinet it does take a while. And if I'm doing it in bulk — say, for example, if we have one cabinet that has 20 servers in — if I want to remove all 20 servers, I have to do them individually, which is a bit time-consuming. If there were a way that I could just bulk-remove everything from there, that would definitely save some time."
"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."
"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."
"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 product must provide AI features."
"Mapping items wasn't as intuitive as importing in Device42, so this is an area for improvement."
"The initial setup is very complex."
"JIRA Service Management could include more AI features."
"The product could improve its asset management."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"In-built chat is missing in JIRA Service Management."
"JIRA Service could benefit from improvements to its voice support."
Device42 is ranked 4th in IT Asset Management with 25 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Device42 is rated 8.4, while JIRA Service Management is rated 8.2. 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 JIRA Service Management writes "Customizable, stable, and integrates well". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, BMC Helix Discovery and NetBox.dev, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and OpenText Service Management Automation X (SMAX).
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