We performed a comparison between Device42 and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."The most helpful feature in Device42 was the import feature, where you can seamlessly import your information into the configuration database manager."
"One of the most valuable features in my experience is the precise tracking of hardware devices and their locations registered in the solution. The solution allows to determine the exact placement of assets based on the building maps and the room details. This feature has allowed us to gain upper hand on the customers and provide them with a great satisfaction because they can visually see the arrangement of their assets within the organisation or building."
"The pricing is reasonable."
"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 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."
"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 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."
"Service Manager gives us a single system where everything is centralized in one base."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Service Manager's best features are flexibility and customizability."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The initial setup is easy."
"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 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."
"Configuring rPDUs in the data center for Device42 required us to add multiple discovery jobs. The rPDUs were referred to the ISPDUs and daisy-chained. They would automatically assign a unique SMP port, but Device42 didn't allow SMP ranges, so we had to create a discovery job for each rPDU individually. We submitted a feature request to mitigate that."
"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."
"It would be nice for the agent to have an installer versus a single file across multiple systems."
"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 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 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."
"The interface could be better."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Service Manager would be improved with access to automation."
"The product's technical support services need improvement."
"I don't see anything lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
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Device42 is ranked 6th in IT Asset Management with 25 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. Device42 is rated 8.4, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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