Most Helpful Review
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.
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 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.
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 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 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 most valuable part is the ease of use. There's no training involved. It's pretty simple and straightforward.
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.
It has agentless discovery; you don't need to put agents on your servers. You can open one or two ports to discover all your infrastructure.
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.
We have experienced outages, because some other customers did something on the same cluster that we share.
It has created more layers of bureaucracy.
Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.
If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.
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.
Since I was focused on deploying connectors and getting all the servers to be scanned, one of the biggest pains was when a job would fail, then the output (logging) was poor. For example, "Why did it fail?" In these cases, you get a generic error. It doesn't point you in the right direction and tell you why you got the error, which is really annoying. There have been times I asked, "Is there somewhere I can see a better log as to why is this failing?" That would be a really nice improvement.
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.
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.
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.
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.
The dependency mapping can be quite slow sometimes, if you've got a lot of things connecting to services. It can be very slow to build up the map.
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.
Pricing and Cost Advice
Information Not Available
We pay $100,000 per year.
The product cost is low. It is quite cheap.
Our licensing costs are on a yearly basis.
out of 36 in IT Service Management (ITSM)
Average Words per Review
In IT Service Management (ITSM)
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Also Known As
|Remedy ITSM, Remedy, Helix Remedy|
|BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.|
Device42 makes IT decision making easier. With accurate, automatic inventory tracking powered by automatic discovery, Device42 is your go-to for everything from day-to-day ITSM to IPAM to encrypted secret storage, DCIM rack modeling, migration planning, and more!
Say Hello! to Automated Data Center Management
Say goodbye to spreadsheets and manual drawings which are, at best, inefficient and quickly outdated. Device42 auto-generates accurate infrastructure and inter-dependency diagrams making data center management faster, easier, and more accurate.
Know Exactly What is Running, and Where, with Deep Application Mapping
Transform IT Anarchy into IT Organization
Access real-time configuration data to understand where resources are and how those resources are being consumed. Support future capacity and growth planning.
Efficiently Manage Growth and Consolidation with Powerful Capacity Planning Tools
Dramatically Reduce Data Entry
Increase data center staff productivity. By minimizing or eliminating redundant and low-value data entry, IT staff can spend more time on high-value business initiatives.
Enhance IT Service Management
Device42 integrates with many popular 3rd-party tools and imports from almost anywhere!
Effectively Manage Asset Life Cycles
Make the most out of your budget. Track software and support entitlements, and full hardware asset lifecycles.
Resolve Technical Issues Faster
Centrally Manage Shared Accounts and Passwords
Learn more about BMC Helix ITSM
Learn more about Device42
|Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University||Computershare, Concur, Doosan, Fitch Ratings Inc., Fujitsu, HomeAway, Jasper Wireless, Mercedes-Benz, Square, Twitch, UCSB, Zayo Group Inc.|
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