Freshservice and BMC Helix Discovery compete in the IT service management and infrastructure visibility categories. Freshservice has an advantage for smaller, agile setups due to its ease of deployment and flexible pricing, while BMC Helix Discovery holds the upper hand with its comprehensive features suitable for large-scale infrastructure management.
Features: Freshservice includes incident management, mobile apps, and change management. BMC Helix Discovery provides asset management, service mapping, and integration with ITSM solutions.
Room for Improvement: Freshservice needs enhancements in customization, reporting, and workflow management. BMC Helix Discovery could improve client-side discovery and license management simplification.
Ease of Deployment and Customer Service: Freshservice offers cloud-based deployment with reactive customer service but can be lacking in proactive communication. BMC Helix Discovery supports hybrid and on-premises deployment with robust but complex customer service.
Pricing and ROI: Freshservice provides a tiered pricing model beneficial for smaller businesses, whereas BMC Helix Discovery, though more expensive, delivers valuable ROI for enterprises requiring detailed asset management.
BMC Helix Discovery has delivered a very good return, and we cannot stop using it at this moment.
When opening a severity one ticket, they respond within four to six hours, which is commendable.
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.
Freshservice is easy to use for scalability.
In the past four to six years, I cannot recall encountering any bugs.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
It uses a Berkeley database, and the query language is not easy to master for performing complex queries.
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.
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.
This is very useful for compliance as it helps in audits by providing a comprehensive view of all assets and software.
The best aspect of BMC Helix Discovery is its flexibility. You can perform scanning at any time, and it provides substantial data for extraction.
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.
BMC Discovery, formerly ADDM, is a digital enterprise management solution that automates asset discovery and application dependency mapping to build a holistic view of all your data center assets and the relationships between them.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "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."
We monitor all IT Asset Management 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.
