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Device42 vs Freshservice comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Device42
Ranking in IT Asset Management
6th
Average Rating
8.4
Number of Reviews
25
Ranking in other categories
Configuration Management Databases (2nd), IP Address Management (IPAM) Tools (3rd), Data Center Infrastructure Management (3rd)
Freshservice
Ranking in IT Asset Management
9th
Average Rating
8.0
Number of Reviews
32
Ranking in other categories
Help Desk Software (9th), Project Management Software (14th), Cloud Management (17th), IT Service Management (ITSM) (7th)
 

Mindshare comparison

As of November 2024, in the IT Asset Management category, the mindshare of Device42 is 5.8%, down from 6.6% compared to the previous year. The mindshare of Freshservice is 3.5%, down from 5.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Featured Reviews

Krishna Gopal Singh - PeerSpot reviewer
Dec 4, 2022
Good reporting and discovery capabilities, and helpful for understanding device dependencies and asset management
Its price needs to be improved. It is more expensive than some of the other tools out there. Their support is good, but their knowledge base should be better. There should be a common area where we can search and find solutions for our queries or issues. We don't always need to raise a ticket with the Device42 support team. 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.
Tim Guilder - PeerSpot reviewer
Sep 20, 2022
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.

Quotes from Members

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

Pros

"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."
"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 REST API abilities enables us to run scripts that pull information from our servers about software, storage, etc. Anything we need is pushed through REST API to the Device42 server and reflected in the report it generates."
"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."
"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 solution's automatic IT asset discovery and inventory functionality are top-notch. The thing I like is that it's open-source. If I need to change them — and they've given me links on GitHub to have them — I can go and change them to pull exactly what I want, as frequently as I want."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It's very handy and very easy to use."
"There is a nice user interface."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
 

Cons

"In my experience I believe that the key concern is the pricing strategy of the solution. Instead other solutions such as lanweber are much more cost effective. Previously, Device42 operated on perpetualysis without any fees. But recently they have altered the pricing model to include a subscription fee which I see as a very costly affair. Therefore I would like to suggest that they evaluate their pricing strategy and licence scheme, conduct a market research and ensure that they provide the right product in the market at the right price."
"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."
"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."
"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."
"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 product must provide AI features."
"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."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We'd like better integration with other products."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
 

Pricing and Cost Advice

"Functionality-wise, Device42 is on par with industry standards, but price-wise, the solution is expensive. I'm rating the pricing for the solution as eight out of ten."
"The product cost is low. It is quite cheap."
"I am not involved in its pricing, but I have seen their plans during a discussion with the customer. For 500 servers, they were asking 50,000 USD. The cost of BMC Discovery was less than half. For the same thing, they were charging only 10,000 USD. Its pricing needs to be improved. As compared to other discovery tools, such as BMC Discovery and ServiceNow Discovery, its price is a little bit higher."
"On a yearly basis, our licensing is $10,000. However, our license is now nearly full with devices. We need the next bigger license with 5,000 devices, which will cost us $19,000. We pay for a set of licenses, a maximum number of devices, and a maximum number of IP addresses. We have the smallest amount of features, which is enough for us at this time."
"It's in the top-three most expensive solutions in terms of cost, but it has all the features that are needed."
"The problem with using other vendor, like BMC, is the pricing. The price is so horrible and nobody wants to pay this money."
"We pay $100,000 per year."
"Our licensing costs are on a yearly basis."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"Our licensing fee for Freshservice is $2,500 a year."
"Freshservice price is competitive, it is not more than other solutions on the market."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"The pricing is reasonable."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
14%
Manufacturing Company
9%
Healthcare Company
8%
Computer Software Company
26%
Manufacturing Company
8%
Government
6%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Device42?
Based on the use case for Device42, I found the solution a bit expensive. However, when you look at the support and the industry standards, Device42 was on par with the industry. Device42 is a litt...
What needs improvement with Device42?
The product must provide AI features. It would be very useful if I could create datasets or queries from an AI interface.
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?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
 

Comparisons

 

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Overview

 

Sample Customers

Computershare, Concur, Doosan, Fitch Ratings Inc., Fujitsu, HomeAway, Jasper Wireless, Mercedes-Benz, Square, Twitch, UCSB, Zayo Group Inc.
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Device42 vs. Freshservice and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.