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4.3 out of 5.0 (10 ratings)

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We have aggregated ratings data on SolarWinds but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds,Web Help Desk

    Great product - room for growth.

    Overall Comment

    The SolarWinds Web Help Desk is a great product. The ability to customize the User Interface and create rules to auto-assign tickets is a functionality that works well for my company. My only concern so far is in reporting. It does not have the reporting capabilities that I would like. The reports exist and I can create my own, however, I can not create a default sort order. So when two people run the same report, they are sorted differently and it is not easy to get the report to come out the same for everyone.

    What one piece of advice would you give other prospective customers?

    Use this product. It works well.

    What do you like most about the product or service?

    Ease of use.

    What do you dislike most about the product?

    Reporting capabilities need dramatic improvement.

    What one thing do you wish the vendor did differently?

    They are a very supportive vendor.

    If you could start over, what would your organization do differently?

    Identify a resource for creating reports.

    Service & support - overall comment

    I've only called customer support a couple of times. They are not as knowledgeable or available as I would like. But we worked through it.


  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds

    Basic implementation was easy but advanced features require a significant learning curve.

    Overall Comment

    Advanced features that make this product stand out require a significant amount of application training and trial and error configuration. Customer support has always responded within 3 hours. Customer support forum is a great resource.

    What one piece of advice would you give other prospective customers?

    Follow advice in the user forums for initial setup (i.e., use a separate server with a dedicated SQL server).

    What do you like most about the product or service?

    HTML map displays.

    What do you dislike most about the product?

    The Network Atlas tool used to create HTML pages has not seen a product development update in years.

    What one thing do you wish the vendor did differently?

    Reduce complexity for setting up new feature/product integrations.

    If you could start over, what would your organization do differently?

    Use top end of the recommended hardware requirements rather than the minimum.

    Product capabilities - overall comment

    The recent integration with F5 hardware has significantly increased my ability to monitor load balanced applications.

    Service & support - overall comment

    Support has always responded to my tickets within 3-hours.

    Integration & Deployment - Overall comment

    An enterprise deployment requires a significant amount of time to deploy. I imagine that SolarWinds is average for its class.


  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds

    Reasonable cost with functionality that exceeded our entry level needs.

    Overall Comment

    Excellent.

    What one piece of advice would you give other prospective customers?

    Work with a consultant to develop the basic implementation philosophy.

    What do you like most about the product or service?

    They keep improving it faster than our adoption rate. They are staying ahead of our needs.

    What do you dislike most about the product?

    Slow to address basic requests and to add small enhancements.

    What one thing do you wish the vendor did differently?

    Provide online start-up training and advice.

    If you could start over, what would your organization do differently?

    Would have bought it years before we did.


  • 5 out of 5.0, Reviewed

    Product(s): SolarWinds

    See what is not readily apparent

    Overall Comment

    It's a great product.

    What one piece of advice would you give other prospective customers?

    get extensively trained.

    What do you like most about the product or service?

    ease of use and functionality overall

    What do you dislike most about the product?

    aggressive marketing.

    What one thing do you wish the vendor did differently?

    No aggressive marketing.

    If you could start over, what would your organization do differently?

    nothing.


  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds

    SolarWinds: from irrelevant information to structured operations mechanism.

    Overall Comment

    We received extended support from our vendor. It was helpful as we were struggling with what type and number of monitors we had to use.

    What one piece of advice would you give other prospective customers?

    SolarWinds is a very powerful tool and often underestimated. Take the time to dive in it and the benefits will be tremendous for your IT organization.

    What do you like most about the product or service?

    Its integration capabilities with various technologies.

    What do you dislike most about the product?

    Interface could be a bit more polished.

    What one thing do you wish the vendor did differently?

    None.

    If you could start over, what would your organization do differently?

    Do it earlier!


  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds

    Easy to setup and deploy to specific areas of Infrastructure based on the product.

    Overall Comment

    Very responsive to questions and issues.

    What one piece of advice would you give other prospective customers?

    Create a cross functional group to share ideas and make sure all products are coterminous. We started out segmented and found that it was a struggle to consolidate.

    What do you like most about the product or service?

    It gives a high level view of how the overall environment is functioning and drill down capabilities to address problems quickly.

    What do you dislike most about the product?

    To many separate components. Would be nice to bundle more products together, which can be both a positive or negative depending on what you're looking for.

    What one thing do you wish the vendor did differently?

    Offer onsite training.

    If you could start over, what would your organization do differently?

    Start with an overall vision from EOC down rather than area specific.


  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds

    Extremely quick time to value, low overall cost.

    Overall Comment

    Very satisfied with product.

    What one piece of advice would you give other prospective customers?

    Spend time to size the installation for your performance expectations.

    What do you like most about the product or service?

    low overall cost, fairly simple management.

    What do you dislike most about the product?

    Automation/configuration management could be better.

    If you could start over, what would your organization do differently?

    Plan for configuration management better; lots of time spent tweaking templates and processes for pushing configurations.


  • 5 out of 5.0, Reviewed

    Product(s): SolarWinds

    Get a better idea of what your NAS and SAN are up to.

    Overall Comment

    We were looking for a product that would be able to monitor our NAS and SAN equipment in one simple to use interface. This product provides what we need and gives us the reporting features we can use to more efficiently utilize our storage.

    What one piece of advice would you give other prospective customers?

    Take a good look at the reporting features of this product. This can give you valuable insight into what your storage arrays are currently doing.

    What do you like most about the product or service?

    Ease of use.

    What do you dislike most about the product?

    The earlier versions of the product experienced problems with the agents crashing. This required some time to troubleshoot and resolve before the product became useful.

    What one thing do you wish the vendor did differently?

    They need to start monitoring the storage gateway appliances that are coming out on the market (ex. StorSimple).

    If you could start over, what would your organization do differently?

    Would have researched more closely how to partition up storage for overall better I/O.

    Product capabilities - overall comment

    Needs to add some of the storage gateways on the market but besides that, we are very happy.

    Service & support - overall comment

    Quick response to tickets raised.


  • 5 out of 5.0, Reviewed

    Product(s): SolarWinds

    Great product. Does what it says on the box.

    Overall Comment

    Great ease of deployment and the scalability of the solution.

    What one piece of advice would you give other prospective customers?

    Make sure that you have the right structure in place to manage the information flow.

    What do you like most about the product or service?

    Alerting system, dashboard, monitoring features. Easy and quick to implement.

    What one thing do you wish the vendor did differently?

    I wish the vendor had a pre-loaded template for EMEA compliance and not just HIPAA.

    If you could start over, what would your organization do differently?

    I would definately recommend to look at the overall solution and not focus only on the monitoring piece.


  • 4 out of 5.0, Reviewed

    Product(s): SolarWinds

    Reliable and fairly easy to use, but a bit tricky to scale.

    Overall Comment

    Overall provided the solution that we needed for our network environment, but could have been better if scaling was easier.

    What one piece of advice would you give other prospective customers?

    Measure twice, cut once.

    What do you like most about the product or service?

    Reliable and easy to use.

    What do you dislike most about the product?

    Scaling is complex and expensive.

    What one thing do you wish the vendor did differently?

    Provide better device support.

    If you could start over, what would your organization do differently?

    Initially implement with hardware made to scale and built a global architecture, utilizing all of the product capabilities.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(9)
4.1

Ability to understand your organization's needs

(10)
4.2

Timely and complete response to product questions

(10)
4.3

Pricing and contract flexibility (pricing and terms)

(9)
4.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(10)
4.2

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(9)
3.9

Ease of integration using standard APIs and tools

(8)
4.1

Quality and availability of end-user training

(10)
3.9

Ease of deployment

(10)
4.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(9)
4.1

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(7)
4.1

Quality of technical support

(9)
4.2

Quality of peer user community

(8)
4.6
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(10)
4.4

Incident and Problem Management

(9)
4.6

Change, Configuration and Release

(10)
4.2

Self-Service/Request Fulfillment

(8)
4.1

IT Knowledge Management

(8)
4.0

Reporting and SLA Management

(9)
4.2

Process and Workflow Design

(8)
4.3

Data Source/ITOM Tool Integration

(7)
4.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Technical Assessment

Vendor/Product Selection

Executive Sponsor

Functional Assessment

Rollout and Install

Vendor Management

Application Lead

Development/Integration

User Training


What other vendors were considered? Multiple responses allowed.

CA Technologies

BMC Software

IBM

Heat Software

HelpSTAR

Hewlett Packard Enterprise

LANDESK

Landesk

ManageEngine

Microsoft

ServiceNow

SolarWinds

Zendesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes

Improve compliance and risk management

Improve customer relations/service

Cost management

Other...


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Breadth of services

Strong user community

Product roadmap and future vision

Strong customer focus

Pre-existing relationships

Financial/organizational viability

Strong consulting partnership

Strong services expertise