Try our new research platform with insights from 80,000+ expert users

BMC Helix Discovery vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 18, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.2
BMC Helix Discovery saves time, boosts ROI by 314%, enhances efficiency, and reduces costs through automation and optimization.
Sentiment score
6.4
Freshservice offers significant ROI benefits with improved efficiency, though costs and user management are concerns for some regions.
BMC Helix Discovery has delivered a very good return, and we cannot stop using it at this moment.
 

Customer Service

Sentiment score
6.5
BMC Helix Discovery's customer service receives mixed reviews, with praise for expertise but criticism on response times and resolutions.
Sentiment score
6.4
Freshservice support is responsive and professional, but users note occasional navigation issues and delays in problem resolution.
The response has been satisfactory, though improvements could be made in response time and overall competence.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
 

Scalability Issues

Sentiment score
7.7
BMC Helix Discovery offers adaptability for cloud and on-premise deployments, with mixed reviews on scalability and usability.
Sentiment score
7.2
Freshservice offers scalable, cloud-based IT solutions with flexible licensing, though customization may be limited for larger enterprises.
Freshservice is easy to use for scalability.
 

Stability Issues

Sentiment score
7.6
BMC Helix Discovery is highly stable and reliable, praised for security, enterprise management, despite minor upgrade issues.
Sentiment score
8.1
Freshservice is stable and reliable, with minor glitches addressed efficiently, ensuring robust performance and high user satisfaction.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
 

Room For Improvement

Users seek BMC Helix Discovery enhancements in integrations, scalability, user-friendliness, customization, cloud capabilities, and technical support.
Freshservice faces issues with reporting, project management, customization, integration, asset management, support features, and performance for large users.
I would like to see a lower price and better technical support.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
 

Setup Cost

BMC Helix Discovery offers competitive pricing but has complex licensing, requiring careful alignment of use cases with budgets.
Freshservice provides transparent, flexible pricing options praised for competitiveness, though considered expensive by some, ideal for various enterprise solutions.
The price is about twelve per license per year, and the support is included.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
 

Valuable Features

BMC Helix Discovery provides fast, agentless deployment, intuitive interface, superior application modeling, integration, and AI-driven insights for asset management.
Freshservice offers incident management, automation, asset management, customization, scalability, ITIL compliance, with user engagement via Freshchat and APIs.
This is very useful for compliance as it helps in audits by providing a comprehensive view of all assets and software.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
 

Categories and Ranking

BMC Helix Discovery
Ranking in IT Asset Management
2nd
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
26
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in IT Asset Management
6th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Help Desk Software (7th), Project Management Software (11th), Cloud Management (15th), IT Service Management (ITSM) (5th)
 

Mindshare comparison

As of March 2025, in the IT Asset Management category, the mindshare of BMC Helix Discovery is 8.8%, up from 8.0% compared to the previous year. The mindshare of Freshservice is 3.4%, down from 5.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Featured Reviews

Shirish Kamalapurkar - PeerSpot reviewer
Very stable, fast, and powerful with valuable inventory management features
Our company uses the solution as an inventory tool for customers. The solution discovers your infrastructure and lets you know what servers and network devices are on it. It gives you details about applications, hardware, and software such as how they are connected and the dependencies between…
Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
report
Use our free recommendation engine to learn which IT Asset Management solutions are best for your needs.
842,651 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
18%
Computer Software Company
18%
Manufacturing Company
8%
Energy/Utilities Company
8%
Computer Software Company
24%
Manufacturing Company
7%
Educational Organization
7%
Financial Services Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix Discovery?
I like the artificial intelligence and machine learning that it uses in the solution. Because once the solution discovers all the assets, all the infrastructure, and all the dependencies between se...
What is your experience regarding pricing and costs for BMC Helix Discovery?
The price of BMC Helix Discovery is licensed by asset. It is challenging to maintain licenses, as every piece of equipment is considered a license. We pay attention to the growth of assets. The pri...
What needs improvement with BMC Helix Discovery?
I would like to see a lower price and better technical support.
What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
 

Also Known As

Discovery, ADDM, Atrium Discovery & Dependency Mapping
Flint
 

Overview

 

Sample Customers

Windstream Communications, News UK, Mercator Group, Wageningen University and Research Centre (WUR)
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about BMC Helix Discovery vs. Freshservice and other solutions. Updated: March 2025.
842,651 professionals have used our research since 2012.