We performed a comparison between BMC Helix ITSM and Device42 based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."With service requests, we have been able to give visibility to the business users."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"We have seen year over year customer satisfaction improvement for the last five years."
"Technical support has been fine."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"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."
"A big plus for Device42 was the auto-discovery. With it, we have updated devices, updated systems, and up-to-date systems."
"The topology layout is the most valuable feature."
"The import/export for bulk operations is a valuable and good feature."
"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 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 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 most helpful feature in Device42 was the import feature, where you can seamlessly import your information into the configuration database manager."
"The interface isn't that great."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"They could be more responsive to feedback from their community board."
"Support could be more skilled. We are wasting too much of our time debugging."
"In the next release, I would like to see AI used for classification or categorization."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"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 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."
"The product must provide AI features."
"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."
"It would be nice for the agent to have an installer versus a single file across multiple systems."
"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."
"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."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Device42 is ranked 6th in IT Asset Management with 25 reviews. BMC Helix ITSM is rated 8.0, while Device42 is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Device42 writes "Good reporting and discovery capabilities, and helpful for understanding device dependencies and asset management". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery.
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