4 out of 5.0, Reviewed Dec 5, 2016
We implemented SolarWinds NPM in 2006 and have expanded it to include Application Performance and other modules. It is extermely reliable, provides a great deal of customization, and allows us to share data easily with other IT lines
Plan your implementation up front, and have enough storage for the data you generate - depending on how granular you want to see information. Again, inderstand how this should operate in a larger context and not in a silo'd view. Can this information be shared/extended to other applications to provide a global picture of IT health.
The Thwack! user site is a great place for sharing uses and processes not native to a firm. Often, the best support comes from people who actually use the application and have done so in ways that may not have occured in one's own environment.
Dependance on MSSQL
A more comprehensive training and documentation suite along with a more extensible method of adding new monitoring parameters.
Better work on the initial dashboard, plan out the use of the SNMP custom features to include some non-standard metrics from other network-attached devices. Review the place this tool has within a larger service management portfolio in terms of providing an overall, integrated view of the IT environment. Also, preview interoperability with cloud management tools.
Their technical support was responsive as we started implementation. The product is very accessible as a standalone application, but again, with MS' growth of their cloud offerings, they need to address this change in architecture.
5 out of 5.0, Reviewed Nov 30, 2016
Creating knowledge base content, seeing the history of tickets, and being able to make sure a ticket doesn't get forgotten by sending reminders and escalations are very helpful.
Take the time to set alerts, priority, escalations, and SSL.
Streamlines our help desk ticket progressions. Techs marked as on vacation will not receive new tickets.
Allow extra time for testing and customization and allow more end users to test it.
3 out of 5.0, Reviewed Nov 30, 2016
Pros: -It does the job -Several items can be customized -Can add files/pictures to the ticket -It can send the ticket to the client via e-mail Cons: -It's look isn't very polished. It's rather utilitarian -Can only add one file/picture at a time -The email sent to the client is also utilitarian and bit hard to follow/read for the non-technical clients -Some times the search function can not find results based on client's last name and you have to instead search by first name
If you want to share the tickets with your clients then Web Help Desk might not look nice enough for your company.
The ability to attach pictures.
The utilitarian look that the client is presented with.
Make it look more like a finished product. You've got a good DOS, now put a nice GUI on top of it.
I would have liked more time to demo other ticketing programs, but this one does what we need it to.
5 out of 5.0, Reviewed Nov 28, 2016
Support is very good, some issues with getting it set up correctly
Make sure you have your system planned out when you go live
Works with several products very well
Easier import functionally and databse documentation
Make sure we use the venodr for assistance
4 out of 5.0, Reviewed Aug 15, 2016
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.
Use this product. It works well.
Ease of use.
Reporting capabilities need dramatic improvement.
They are a very supportive vendor.
Identify a resource for creating reports.
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 Jun 16, 2016
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.
Follow advice in the user forums for initial setup (i.e., use a separate server with a dedicated SQL server).
HTML map displays.
The Network Atlas tool used to create HTML pages has not seen a product development update in years.
Reduce complexity for setting up new feature/product integrations.
Use top end of the recommended hardware requirements rather than the minimum.
The recent integration with F5 hardware has significantly increased my ability to monitor load balanced applications.
Support has always responded to my tickets within 3-hours.
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 May 11, 2016
Work with a consultant to develop the basic implementation philosophy.
They keep improving it faster than our adoption rate. They are staying ahead of our needs.
Slow to address basic requests and to add small enhancements.
Provide online start-up training and advice.
Would have bought it years before we did.
5 out of 5.0, Reviewed May 10, 2016
It's a great product.
get extensively trained.
ease of use and functionality overall
No aggressive marketing.
4 out of 5.0, Reviewed May 10, 2016
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.
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.
Its integration capabilities with various technologies.
Interface could be a bit more polished.
Do it earlier!
4 out of 5.0, Reviewed Dec 9, 2015
Very responsive to questions and issues.
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.
It gives a high level view of how the overall environment is functioning and drill down capabilities to address problems quickly.
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.
Offer onsite training.
Start with an overall vision from EOC down rather than area specific.