Device42 ITSM

Built to improve ticket accuracy and speed up resolution, Device42 ITSM(IT Service Management) strengthens your service management processes with continuously updated discovery. It replaces stale spreadsheets with real-time CMDB context and dependency relationships, ensuring your incident, problem, and change workflows are based on what is actually in your environment.

Why teams choose this platform

• Always-Accurate CMDB: Automated discovery keeps CI data current, providing a reliable foundation for all ITSM workflows.
• Faster Incident Triage: Attach the correct CIs to tickets immediately, reducing “guessing” and research time during troubleshooting.
• Change Impact Clarity: Visualize dependency and infrastructure context to plan safer changes and prevent urgent rollbacks.
• ITSM Tool Integrations: Sync accurate CI data directly into popular tools like ServiceNow, Jira Service Management, and Freshservice via native connectors.
• Cleaner Procurement: Integrations and REST APIs are included with the core subscription, eliminating “integration surprise costs.”

Device42 ITSM: At a Glance

• What it is: Discovery + CMDB + dependency context that powers ITSM workflows (incidents/changes/problems) with reliable data.
• Best For: CMDB accuracy, reducing MTTR, minimizing change risk, and unifying multi-team service operations.
• Licensing Model: Annual subscription based on number of devices; includes maintenance, upgrades, and support.
• Activation: Apply a .lic file in the Device42 UI, then enable discovery and ITSM integrations.
• Required Data: Device count, ITSM tool(s) in use, discovery scope (DC/branch/cloud), dependency mapping needs, and environment constraints.

License Overview

The Device42 ITSM license activates your subscription capacity and platform capabilities, specifically automated discovery, CMDB data quality, and integrations.

Sizing & Inclusions: Subscription sizing is straightforward: it is driven primarily by the number of devices you manage. To keep renewals predictable, simply confirm your current device inventory and add a realistic 12–24 month growth buffer. The subscription includes software maintenance, upgrades, and support, so you avoid paying separately for core lifecycle coverage.

Integrations: Crucially, REST APIs and integrations are included with the core subscription. This ensures you can flow CI data into your ticketing system (ServiceNow, Jira Service Management, Freshservice, etc.) without extra fees.

Procurement Success: Success comes down to three choices:

1. Selecting the correct device tier.
2. Confirming if you need dependency mapping for change impact analysis.
3. Deciding which ITSM integrations to enable so tickets are consistently linked to the right CIs.

Product Overview

Device42 ITSM acts as a continuously updating “truth layer” between your infrastructure and your service desk. This ensures that every ITSM ticket, change, and approval references the correct configuration items.

Core Technical Flow

1. Discover & Normalize: Run automated discovery to collect CI attributes across on-prem, virtual, and cloud environments.
2. Build CMDB Context: Keep CI records current and relationship-aware (knowing exactly what depends on what).
3. Sync into ITSM: Push CI data into your ITSM tool via connectors so tickets reference valid assets.
4. Attach CIs: Enable faster triage by linking incidents and requests to the affected CIs.
5. Support Safer Change: Use CI + relationship context to improve planning and reduce unexpected outages.

What customers get after buying

• Subscription entitlement sized to your environment (device tier + scope).
• Access to integrations + REST APIs to connect CI data to your workflows.
• A clear activation path: upload .lic, run discovery, then turn on the ITSM sync.

Ordering Guide and Pricing

Ordering is mainly driven by your device count, your discovery scope, and the ITSM integrations you plan to enable.

Pricing Factors:

• Device Count: The primary sizing input.
• Discovery Scope: Data centers, branch offices, cloud accounts, etc.
• Dependency Mapping: Required for change impact and service relationship visibility.
• Integrations: ServiceNow, JSM, Freshservice, etc.

Activation Guide For Device42 ITSM

Device42 ITSM supports activation for both connected and controlled environments via a simple file upload.

Connected / Online Activation

1. Receive .lic file.
2. Navigate to Tools → Settings → Licensing.
3. Click Upload & Apply.
4. Configure discovery sources and schedules.
5. Enable your ITSM integration (ServiceNow/JSM/Freshservice) and validate CI sync.

Controlled / Offline Activation

1. Receive .lic via approved channel.
2. Transfer to isolated admin workstation.
3. Click Upload & Apply.
4. Run discovery internally in the restricted zone.
5. If ITSM is on-prem, integrate locally. If ITSM is SaaS, use an approved outbound path/gateway for sync.