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)."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."
"The solution can perform well for large-sized companies."
"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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"It's a very integrated solution."
"The most valuable feature was the ability to look up the different assets and see the different attributes that each one has, as well as being able to compare them to other assets."
"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 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 pricing is reasonable."
"The topology layout is the most valuable feature."
"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."
"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 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."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"The dashboard can be better."
"Support could be more skilled. We are wasting too much of our time debugging."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The amount of software issues are still too big, even considering the complexity of the tool."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"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."
"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 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."
"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 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."
"A con for Device42 is that Kubernetes integration is lacking. You pay for 10,000 spot licenses and if you're spinning up a Kubernetes cluster, or four or five or six Kubernetes clusters like we do, you're going to have 5,000 or 6,000 nodes in each of those, doing different types of business things."
"If they could make it so their remote connector could do as much as 10,000 devices, that would be better."
"I would like to see API management as an additional feature in the tool's future versions. It will give more API security."
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, JIRA Service Management, Infoblox IPAM and BMC Helix Discovery.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
