We performed a comparison between Device42 and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."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."
"A big plus for Device42 was the auto-discovery. With it, we have updated devices, updated systems, and up-to-date systems."
"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."
"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 most helpful feature in Device42 was the import feature, where you can seamlessly import your information into the configuration database manager."
"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 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."
"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 management of this application is good."
"The solution offers a lot of opportunities for integrations."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"I rate the solution a ten out of ten for scalability."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"Currently, if you want to ping devices, you need to log into Appliance Manager. This feature should be available on the Device42 side. You should be able to use the ping utility without logging into Appliance Manager. The features that are there in Appliance Manager should also be available on the main Device42 server so that you have more control on one screen. You don't need to switch to another portal, but it is not something critical."
"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."
"Mapping items wasn't as intuitive as importing in Device42, so this is an area for improvement."
"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 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 product must provide AI features."
"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."
"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."
"Lacks some flexibility in the configuration of workflows."
"The interface is not the best. The user interface could be more intuitive."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"Improvement is needed in the Software Assets Management functionality."
"The product's asset management tool needs improvement."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"They could improve the screens."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
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Device42 is ranked 6th in IT Asset Management with 25 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Device42 is rated 8.4, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Device42 is most compared with ServiceNow, ServiceNow CMDB, JIRA Service Management, Infoblox IPAM and ManageEngine OpUtils, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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