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 of the solution is its application dependency mapping."
"It is agentless, which means you don't have to install anything on all the different pieces of hardware that you are looking to discover."
"The most valuable feature of BMC Helix Discovery is it operates well. It is well known and has gained recognition for its software."
"The solution is very stable and powerful."
"A valuable feature concerns the ability to integrate with different solutions."
"The most valuable feature is the automated service mapping."
"The most valuable feature of the solution stems from the fact that it is easy to install and deploy."
"Freshservice's best feature is its user-friendliness."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"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."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The product is not fully automated."
"There is still room for improvement in terms of stability."
"The solution should have different portals and logins for each customer so only that customer's assets show."
"Management of its own application infrastructure and integrations with other BMC tools."
"A review of end of life data would be nice."
"An area that can be improved is the IoT."
"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 solution is definitely useful."
"It's hard to interact directly with the users themselves."
"The round robin ticketing feature that they have is not ideal."
"We'd like better integration with other products."
"Freshservice could improve the integration with Microsoft Outlook."
"A chat bot needs to be added to the portal."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
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, BMC Remedy , Device42, 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.
See our list of best IT Asset Management vendors.
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