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4.3 out of 5.0 (14 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

    It works without fuss, and is extensible

    Overall Comment

    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

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

    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.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    Dependance on MSSQL

    What one thing do you wish the vendor did differently?

    A more comprehensive training and documentation suite along with a more extensible method of adding new monitoring parameters.

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

    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.

    Service & support - overall comment

    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

    Product(s): Web Help Desk

    Install was quick, setup needs time to make it right, it has been a well received program.

    Overall Comment

    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.

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

    Take the time to set alerts, priority, escalations, and SSL.

    What do you like most about the product or service?

    Streamlines our help desk ticket progressions. Techs marked as on vacation will not receive new tickets.

    What do you dislike most about the product?

    n/a

    What one thing do you wish the vendor did differently?

    n/a

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

    Allow extra time for testing and customization and allow more end users to test it.


  • 3 out of 5.0, Reviewed

    Product(s): Web Help Desk

    Does the job, but needs polished

    Overall Comment

    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

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

    If you want to share the tickets with your clients then Web Help Desk might not look nice enough for your company.

    What do you like most about the product or service?

    The ability to attach pictures.

    What do you dislike most about the product?

    The utilitarian look that the client is presented with.

    What one thing do you wish the vendor did differently?

    Make it look more like a finished product. You've got a good DOS, now put a nice GUI on top of it.

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

    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

    Product(s): Web Help Desk

    Implementation was easy, some issue learnign how to setup system

    Overall Comment

    Support is very good, some issues with getting it set up correctly

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

    Make sure you have your system planned out when you go live

    What do you like most about the product or service?

    Works with several products very well

    What one thing do you wish the vendor did differently?

    Easier import functionally and databse documentation

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

    Make sure we use the venodr for assistance


  • 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.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(12)
4.2

Ability to understand your organization's needs

(13)
4.2

Timely and complete response to product questions

(14)
4.4

Pricing and contract flexibility (pricing and terms)

(12)
4.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(14)
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.)

(10)
3.9

Ease of integration using standard APIs and tools

(11)
3.9

Quality and availability of end-user training

(12)
3.8

Ease of deployment

(14)
4.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(12)
4.2

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(10)
4.2

Quality of technical support

(12)
4.2

Quality of peer user community

(11)
4.6
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(14)
4.4

Incident and Problem Management

(13)
4.3

Change, Configuration and Release

(13)
4.1

Self-Service/Request Fulfillment

(12)
4.0

IT Knowledge Management

(12)
4.0

Reporting and SLA Management

(13)
4.2

Process and Workflow Design

(11)
4.3

Data Source/ITOM Tool Integration

(11)
4.3
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Technical Assessment

Rollout and Install

Vendor/Product Selection

Application Lead

Functional Assessment

Development/Integration

Executive Sponsor

Vendor Management

User Training


What other vendors were considered?

CA Technologies

BMC Software

HelpSTAR

Hewlett Packard Enterprise

IBM

ManageEngine

Microsoft

SolarWinds

Zendesk

Heat Software

LANDESK

Landesk

ServiceNow

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve compliance and risk management

Improve business process agility

Improve business process outcomes

Enhance decision making

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

Pre-existing relationships

Strong customer focus

Financial/organizational viability

Strong services expertise

Strong consulting partnership