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Buyer's Guide
Application Performance Management (APM)
September 2022
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Technical Manager at Tech Mahindra Limited
Real User
Top 20
It's highly customizable but lacks many features of available in competing solutions
Pros and Cons
  • "DX allows you to customize and gives you a high degree of control."
  • "DX SaaS is a latecomer to the APM market. Some things that are straightforward in Dynatrace are complicated in DX. For example, upgrading the agents is a seamless process in Dynatrace, but it's a pain in DX SaaS. You should be able to upgrade in the Application Command Center. However, it is not working correctly."

What is our primary use case?

DX isn't something people use all day, every day. In some cases, the application teams use it when there is a problem in their application. It allows them to identify the core issue causing the problem in the application. 

Any application team in the use case environment can access DX if it's integrated. Every application rolled out in the use case environment could be APM-enabled. We aren't sure how many people are using it at a time.

We are using the SaaS version, but we were previously on-premise. There was no DX. It was known as Application Performance Monitoring at the time. Now it's DX APM, and DX means "digital experience." The cloud version is known as DX APM SaaS or DX SaaS APM.

What is most valuable?

DX allows you to customize and gives you a high degree of control. 

What needs improvement?

DX SaaS is a latecomer to the APM market. Some things that are straightforward in Dynatrace are complicated in DX. For example, upgrading the agents is a seamless process in Dynatrace, but it's a pain in DX SaaS. You should be able to upgrade in the Application Command Center. However, it is not working correctly.

They upgrade the product every 15 to 30 days, and the process isn't seamless. It's like implementing the solution all over again. We monitor around 1,000-plus applications and have more than 100,000 agents, so we require a smooth upgrade process. It's nearly impossible to stay updated on the latest version.

Upgrading the Dynatrace agent is smoother. You don't need to worry about it. If the agent is on the Dynatrace server, you only need to push it. After that, you will be notified to reboot the APM or CLM. That's it.

It took us three years to deploy the agent on 1,000-plus applications across 40,000-plus servers. Now, they are saying they are ending support for 7.0.49, and we need to upgrade. The path to upgrading isn't straightforward. The first process is manual, and we can push it to different servers so it is visible. What's our configuration? Who is going to do the configuration?

It's not typical or practical. I don't understand how product teams don't see that. That feature is not there. We hope they add this feature to the new product called DX Platform, which consists of net apps. All those network monitoring tools will be combined into DX Platform. 

All the monitoring functionality is moved to DX Platform. You can't see a trend of your metrics grouped according to the last month, six months, one year, etc. The resolution is not there. I want granular visibility into data captured in the last 15 seconds. Those are essential features. 

I am not saying that DX lacks solid features, but they need to consider it. Some core functionality of the product is missing. We have around 50-plus requests to add previously available features in the on-premise version. That is one reason application teams are reluctant to go to DX SaaS. We are struggling to make them understand and trying to find alternatives for the existing features.

We've had many discussions with the product team, telling them we need this functionality. However, they tell us it's not on their product roadmap. They are gradually adding other features, but we need our requirements to be a priority. You cannot say you will try to add those requested features that aren't on your product roadmap. 

There is always a catch in the product. We use around 10 tenants in production and six in the test run. First of all, there is nothing in the pane. If we are trying to see the data from an application, how do we know which tenant and application are reporting? There was a feature called Enterprise Team Center, but that functionality has been removed.

All the applications are connected to the manager, which is connected to ETC. If you go to ETC, you can find the server and see your data, but that functionality was not there. Every product should have a management feature, but that is missing, and they are saying that it is not there in the roadmap. It is a basic requirement. You need to understand that. That is not there, manager, and they are saying that is not there in the roadmap as well.

They have created a new tenant page temporarily. It is not there currently. It is not a required thing. There is a feature called Domain, but that concept is gone. We've struggled a lot, and what they provided in the initial migration stage is no longer working. We were delayed for two months because we didn't give them the correct input. They don't know their product. We tell them there is a problem, and they say they're fixing it. Are we their Guinea pig? You cannot treat your customers like this.

For how long have I used the solution?

I have used DX for more than two years.

What do I think about the stability of the solution?

We were using the on-premise version and moved to DX SaaS. A lot of metrics were clamped when we were on-premise. There is a limit to the number of agents it can handle. You will get a clamp once that's exceeded. That agent will not be able to pull the latest metrics from the application.

There is no feature to tell us which agent is clamping and why. What actions can we take to reduce clamping? Suppose that agent selects unnecessary metrics that won't be useful for the application team. We must stop them and tell the agent not to pull the metrics.

Finding that information on the dashboard was challenging when we were on-premises. They still had the same problem when we moved to DX SaaS. They cannot fix it, but they are tweaking some of the hardware sizes of containers. Sometimes they increase the JVM heat styling. 

What do I think about the scalability of the solution?

Scalability isn't a problem. If you are paying for an enterprise-level product, it should be able to handle around 1,000 agents successfully and provide end-to-end visibility of application transaction processes. It may work for a smaller environment with 50 applications or 5,000 agents. 

A customer may be happy with the outcome of the product or the value added. Still, you need to have a different approach for a big implementation like it is here where we have 1,000 agents and 30,000, 40,000 deploying the application agent. We are also using the APM manager. You need a different approach altogether. It's not that this product is terrible, but it is not built for our requirements. There is a performance issue now and then. 

How are customer service and support?

I rate Broadcom customer support six out of 10. I have stopped submitting tickets because every time they say, "We can't do anything else. Our product team will handle it." They will raise a feature request that will be tracked separately. I need a resolution when I submit a case.

Why should I struggle? I know it's an issue, and support should fix it, but their priority is showing their manager how many tickets they have closed. I have been working on this product for the last 15 years. I know what support and operational services can do. I understand that, but I need the support engineer's intent to be precise. If that isn't clear, I will not open a new ticket. Why should I go and raise a support ticket for every issue I have encountered. 

I sincerely think they have released a good product, but they haven't tested it properly. They are updating the product to keep pace with their competitors. We use it to identify the missing features and tell them to add them. I think that is not the right way to develop a product.

I have worked with Broadcom for many years, and I appreciate its technical support. They always respond quickly, but the outcome is often unsatisfactory. There have been many changes since Broadcom acquired CA. The strength of their support has been reduced. There are significantly fewer people, and they're handling more tickets. 

I understand all these things, but I still interact with some of the top-notch Broadcom support. They will resolve the issue, then get off the call. I don't care if it takes three hours or 24 hours. I appreciate them, but, I am not seeing that approach with the technical support team I am currently working with.

How would you rate customer service and support?

Neutral

How was the initial setup?

We did the initial setup a while ago and then migrated from on-premise to DX SaaS. That process was relatively easy because we laid the groundwork well. We spent two months preparing ourselves and planning our strategy. Our deployment team includes around eight members offsite and one person on site. 

Resources aren't a constraint. We have had this solution for five years, so we know the process in and out. We have a good team with the experience needed to handle the implementation and provide application support when needed.

It took us around three years to deploy. It's more than simply deploying the agent. The whole goal of an APM in our environment is end-to-end transaction tracing. In the first year, we deployed all the agents. The second phase is end-to-end tracing, but we are unable to activate this for many applications. 

Implementing APM aims to provide added value to the application team and the customer. If you want to show that, you need to have end-to-end visibility. Out-of-the-box end-to-end tracing isn't possible in Broadcom APM. You need to do a lot of configuration and identify missing components during the deployment. 

What's my experience with pricing, setup cost, and licensing?

I don't know the precise cost, but the licensing is based on the number of agents.

Which other solutions did I evaluate?

I have attended some presales presentations and training sessions for AppDynamics and Dynatrace.

What other advice do I have?

I rate DX SaaS seven out of 10. I have worked on DX APM for many years, and they are lagging behind the leading APM products. Many of the features readily available in other products are not there. At the same time, I am not saying it's a bad product. Every solution has its pain points. By that same token, I can't say Dynatrace is without issues. Unless you spend time working hands-on with a product, everything is theoretical.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Software Developer at a government with 1,001-5,000 employees
Real User
Top 20
Easy to manage with nice dashboard but has a steep learning curve
Pros and Cons
  • "Technical support has always been quick to respond."
  • "Due to the fact that you doing a lot, you have a problem with the learning curve. We're really looking for ways to make this product more accessible."

What is our primary use case?

The solution is primarily used for user happiness monitoring. Basically, we look at how well we'll use it to run some arbitrary metrics over the website's behavior. I'm trying to understand how the user experience is going. Therefore, we're doing user experience monitoring. We're also using it for monitoring and listening, where we fire off specific test cases against that site with it. 

Typically, it does quite a lot. We can also do health monitoring of the actual service hosts, and servers, and dependencies.

Dynatrace provides us with the ability to actually map out the whole ecosystem and our websites and services that exist within it. You have that whole picture even though it's now a distributed network of products and things. We use Dynatrace to just monitor the health of that ecosystem and manage, and identify where the dependencies are. In doing that, we can also look at hotspot monitoring, so that we can determine bottlenecks within our system. We can use it to follow metrics to help us figure out how fast things should occur, to identify slowdowns of speed - or potential slowdowns - which can cause us to have those little mysterious bugs where suddenly the user experience drops out because something three or four levels down is not behaving itself.

Basically, it's a lot of use cases based on the user experience. There's lots of user monitoring. Lots of looking at where they're entering the sites from, where they're exiting the sites from. The behaviors can sometimes help us detect failures in our overall user experience. It's a lot of user experience management that's assisted via AI. We can use AI to develop, identify, establish, buy, and build trends so that we can look forward to purchasing requirements. Ideally, the AI will make it that we can identify where the system is going to fail in the future. We're still working on that side of things, but we're getting there.

What is most valuable?

The ability to play back individual user sessions is very helpful. I can look at what people actually do when they interact with our product when I use that website.

The solution has a lot of use cases based around the user experience that helps us make a better product.

The AI is great. In the future, we hope it will help us predict problems before they arise.

They provide a lot of quite useful training equipment for training materials for it. 

The initial setup is pretty straightforward.

The solution is very easy to manage.

You can set access fairly easily so users can see only parts that are relevant to their roles.

The solution is quite stable.

The product scales well.

Technical support has always been quick to respond. 

It does do nice dashboards.

What needs improvement?

Due to the fact that you doing a lot, you have a problem with the learning curve. We're really looking for ways to make this product more accessible. That comes back to training and also having the information within the system presented well. Right now, quite a lot of time is spent learning the idioms of the system.

That said, they work very hard on taking the edge off it. However, the reality is that it will take time to learn. It does take time to come up to speed with this product. Most of the problems I've had are just a lack of familiarity with the product so far.

I haven't pushed it far enough to discover that my answers are not met by the product fully. I still need time to explore it before giving it a full review. 

For how long have I used the solution?

I've personally been using the solution for about seven months or so. It's been less than a year so far.

What do I think about the stability of the solution?

The stability of the product is very good. It's rock-solid. there are no bugs or glitches. We haven't had any issues at all. 

What do I think about the scalability of the solution?

The solution can scale quite well.

Basically, the way it works is you put in it, you put an agent into each of the deployments you're using it to monitor, and then it just gathers data. It doesn't really impact the operations of things. The majority of its work is actually done by the parent in the cloud.

We have one or two administrators and various people in the company have various levels of access. We have quite a fine-grained control over what people can see, however, at the same time, we can provide some useful information to them to know what they need so that they can know what they actually do need to know to do their jobs.

How are customer service and technical support?

We haven't been in touch with technical support lately. However, when we have contacted them in the past, they have been helpful and responsive. We're quite pleased with their capabilities so far. 

How was the initial setup?

I wasn't actually involved in the deployment itself. It was a case of just coming in and seeing it was available for various use cases.

However, looking back, it's a relatively straightforward process. It's often as simple as installing an agent with your deployment, and it takes off from there. My understanding is the deployment was very seamless and quite quick.

There's definitely a maintenance contract with it. It's a case where you subscribe to it, and they provide regular updates. You've actually subscribed to a service and there's regular maintenance happening organically.

What about the implementation team?

We got a lot of support from the vendor. There was a lot of ongoing support from the vendor at that time.

What's my experience with pricing, setup cost, and licensing?

The solution is a SaaS. If we were to stop paying the subscription entirely, the service would end shortly afterward, based on the contractual arrangements we have with them. Assuming we were not to renew our contract, the facility would just go away.

I was not a party to the actual license negotiations or costings. I can't fully answer to the exact cost, to any degree of certainty, other than to say it's not a free product. It's a business. I believe that we have been getting value for money. We do have to watch how we use it. We have to watch that the costs are not substantial. We do restrict where it's actually deployed and how it's deployed. That's part of our management strategy and that's kind of informed by a budget. That said, I'm not aware of the actual budget numbers.

Which other solutions did I evaluate?

App Dynamics is a product in a similar space. 

It compares well to other instrumentation tools such as Prometheus and Grafana.

What other advice do I have?

We're a customer.

We tend to use the most up-to-date or stable version of the solution. 

I would recommend Dynatrace as an application performance management tool. It does its job quite well. I am able to see a wide range of the application I'm looking at, and what other applications it is interacting with. We do get quite a lot of information, which allows us to better understand what's going on. I would recommend exploring an IPM tool. I haven't used one of the IPM tools yet. 

I'd be interested to see how it handles a security event or security incident and event management. That is a bit of a gap for me at the moment. I'd love to know if it does that. There are other tools available, however, it is kind of nice to be able to sort of stop in one spot.  

I need to learn more about the tool. I was kind of running up against my limitations with the tool, rather than the limitations of the tool itself.

I'd rate it seven out of ten, simply due to the fact that I still need to explore it more. 

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Hani Khalil - PeerSpot reviewer
Service Assurance , Senior Manager at a computer software company with 1,001-5,000 employees
Real User
Top 5
Great visibility, easy to set up, and has very responsive technical support
Pros and Cons
  • "Sometimes when we face issues with the new technologies or very old technologies where we cannot enhance the service, they move to work with us directly and start doing some development on this area which is very good for us."
  • "The solution needs to enhance the management dashboards."

What is our primary use case?

We publish more than 140 business services to the whole Kingdom of Saudi Arabia. We need to monitor the behavior of service from the customer's perspective which is called real user monitoring. This solution gives us visibility on that. In the same tool, there's another part for diagnostics where we can drill down to the code level and find issues with the code or the data to see, for example, web services code. 

How has it helped my organization?

We have a service serving the whole Kingdom of Saudi Arabia. Anyone who wants to do some transaction on vehicles, or anything related to public relations, needs to log into the portal. It's made it easy and enhanced protection. 

Another way it benefits the organization is in the number of calls from the customers. Before getting reports from the customers about when service is interrupted, we now know from eG any issues are and the team direct can drill down to find the issue. We can find out if it's from our applications, our data center, or from a third-party integration as it integrates with many other companies and ministries in Saudi Arabia.

In this way, we reduce the time downtime for the service, the number of impacted users, and the issues the customer will face.  It allows us to solve the issues faster.

What is most valuable?

The visibility and the ability to monitor user behavior are very useful to us. So is the fact that we have diagnostic capabilities. We divided the usage of these two parts - one for our business team and one for our support team where they can see the availability, performance, and application or service updates from a customer perspective. 

We appreciate that the team can understand the issue from our application, database, code, data integration, et cetera. 

We like that two different teams can use it and it fits each of their individual needs. 

Sometimes when we face issues with the new technologies or very old technologies where we cannot enhance the service, they move to work with us directly and start doing some development on this area which is very good for us.

The initial setup is pretty simple. 

The solution can scale.

Technical support has been great.

What needs improvement?

The solution needs to enhance the management dashboards. They have small dashboards. You can do small customizations on it, however, when you have business requirements that require executive dashboards it will cost us too much. They need to do a development like this. 

We are looking to have tenure-based services covered in eG. They promised us this in the future.

For how long have I used the solution?

I've been aware of the solution for 20 years. We recently did a POC and we've been using it for about a year or so now. 

What do I think about the stability of the solution?

The solution has been very stable. We faced one issue related to volume traffic where we increased the JVM heap on the servers and some resources then it became stable so stability is great for us.

What do I think about the scalability of the solution?

The scalability is quite good. We do have plans to expand usage in the future.

The main thing here is we have something called connectors. These must be published over the internet to connect as much and we're able to select the services for each connector which means it's scalable for us.

How are customer service and technical support?

Technical support is very responsive. If there's a critical issue they connect directly to you so on the same day and do their best to solve it. In the case there needs to be some development or escalation they'll do it on the same day.

Which solution did I use previously and why did I switch?

We previously had Dynatrace. It was costly already and then they changed the licensing scheme and made it very, very, very expensive. It cost us almost $3 million Saudi Riyal a year to have it for our own services which is why we decided to switch.

How was the initial setup?

The initial setup is not complex. It's almost easy to implement - especially the parts of real user monitoring where just you need to generate a tag for each service and share it with the development team. 

We have a team for monitoring. We manage almost 10 tools, one of them being eG. We have one primary administrator and one backup, and both did the implementation together. It doesn't take too much time actually. Once you know the procedure it's okay.

The deployment took about two weeks.

What about the implementation team?

We did the implementation by ourselves based on the best practices from the data center. We asked them just to do a health check for us just to see how things looked overall as sometimes you need to do some calculations in terms of the traffic volume that you're going to receive and how many agents will be reporting to your system. You need to make sure everything is accurate and it's best to have a second opinion.

What was our ROI?

We definitely have seen an ROI. We, for example, cut the costs by using the tool. We also reduced the number of calls. This was one of the main value-adds for our operations department. We were able to cut service requests by 75%.

What's my experience with pricing, setup cost, and licensing?

We paid about 300,000 Saudi Riyal for the solution and it was quite affordable compared to the competition. That's less than $100K a subscription for almost 150 services or 100 system licenses where one portal is a license and looks like the agent is a license. We can vary almost 30 portals until with 10 integration services. We utilize only 85 agents or 85 people and under this license, we can manage more.

If a user wants to try the solution, they can do a one-year license and, if they decide to continue, can do a perpetual license.

If you need a professional service from their side, it costs nothing extra.

Which other solutions did I evaluate?

I have done POCs on my tools and I found this solution to be one of the easiest tools - even in the administration part.

I tested AppDynamics, Dynatrace OneAgent, and Micro Focus ADM. This we have on-premise. We have one tool, Catchpoint, on the cloud. It's quite easy and not very technical due to the fact that it was on the cloud.

One of the main reasons why we moved with eG is not only due to the fact that it's on-premise deployment but due to the cost. When we selected the tool we were at a level where we needed to cut the cost for the whole operations department. We could not move with Dynatrace or AppDynamics as it's close to half a million to cover the whole services where eG only cost us around 300,000 Saudi Riyal and would cover 85 to 90% of the business requirements. We saw everything we needed at that time and we got everything at a proper cost. 

What other advice do I have?

We're just a customer.

If the solution is right for a company depends on the environment and if your environment is very complex, like the one we have with many security items. You need to test everything before buying it actually.

From the almost six months of doing many POCs on other tools to find a good one for us, I noticed that 95% of these tools are using the same technology and same behavior, however, you need to know your business requirements to decide which would work best for you. If you need just to decide based on the fancy interface you have, you will pay a lot of money for this. However, if you need just to get the value of the technical team and then you present it in any way you need it, this product would be better for you.

I'd rate the solution at an eight out of ten overall.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
General Manager - Sales at a tech services company with 201-500 employees
Reseller
Top 20
Intelligent and proactive monitoring solution that's reliable and easy to scale
Pros and Cons
  • "Intelligent solution with a proactive monitoring feature and consolidated dashboard that's stable and easy to scale."
  • "This solution is lacking in application monitoring features. Technical support for this solution also needs improvement, particularly in product knowledge and response time."

What is our primary use case?

If you have a TrueSight umbrella, it is a capturing tool that used to be called BPPM (BMC ProactiveNet Performance Management), or Patrol, and it proactively monitors your IT infrastructure, e.g. the data center containing your server applications, or database, middleware, or network devices.

BMC TrueSight Operations Management is used for proactive monitoring where it has a connection with the email engine, so you can receive alerts. Through this solution, you can monitor your infrastructure, understand where the problem is coming from, and more easily understand your infrastructure. BMC TrueSight Operations Management is a firefighter that will help you when problems come.

What is most valuable?

There are many features that are most valuable in BMC TrueSight Operations Management.

First, its proactive monitoring feature is highly developed. BMC TrueSight Operations Management is an intelligent tool that's able to understand day-to-day operations and consistently gives alerts. The alerts are not automatic for some activities, e.g. some alerts are given monthly, while some are given more frequently.

The consolidated dashboard where you can enjoy a single pane of glass to look at the full infrastructure from the servers to the VMs, to the clouds, to the application, to the database, to the network devices, including having a topology, and having a tendency map of the topology of key offerings, is also a valuable feature of this solution.

What needs improvement?

There are still many things that can be improved in BMC TrueSight Operations Management.

They need to dig deeper into the layers of application monitoring. They're very strong in server and network monitoring, but they're still lacking on many of the sites, and there's still much work to be done on cloud monitoring.

These are the areas that need improvement for this solution.

We would be expecting additional features in the next release, as they always come up with good features and updates during version upgrades.

I'd like to see more features in the application side as they are lacking, when compared to AppDynamics or other competitors who have advantage over application monitoring features.

On the Cloud side, what I'd like to see on the next release is for this solution to be 100% on the Cloud, rather than it being a hybrid model.

These are the things we are looking forward to in the next release.

For how long have I used the solution?

Our company has been a partner of BMC for almost 18 years, and that's the amount of time we've been using solutions from BMC.

What do I think about the stability of the solution?

This solution is 100% reliable. It's stable.

What do I think about the scalability of the solution?

BMC TrueSight Operations Management is easy to scale. It can easily take any load, and any of the tools out there. It's an enterprise level tool.

How are customer service and support?

We contacted BMC technical support several times. The L1 and L2 support team need improvement in terms of product knowledge, but most of the time, they're always available and always trying to help us out.

There were many cases where there was a lack of response, or a longer response time. If a product defect has been found, for example, the case has to be escalated to a senior or another department, e.g. R&D, which means we have to wait for a response from that senior or from the R&D department, and that usually takes time.

How was the initial setup?

The initial setup for BMC TrueSight Operations Management is straightforward, but it's not that typical when deployed on-premises. It depends on the environment of the customer, the infrastructure, and how dependent it is. It also depends on the complexity of that environment, and what kind of tools they have in their network devices.

There can be a number of things that could make the setup straightforward or complex, e.g. If the environment is very clean and only have one or two volumes when they're using Cisco or SP, then it's easy to improve, but when the variants are too much, then it could take time.

What's my experience with pricing, setup cost, and licensing?

BMC TrueSight Operations Management is not on the cheaper side, but its pricing is on a case by case basis. Small, medium, and large-sized companies can afford it. Its licensing model is simple and based on the devices. You get the licenses based on the number of servers or network devices.

There are no hidden costs from BMC. They are very transparent with their customers. Everything's in front of the customer, including charges. They are really transparent. What we say and what BMC says, we make sure to deliver to the customer. Everything's very, very clear, including pricing and charges.

Which other solutions did I evaluate?

I evaluated AppDynamics.

What other advice do I have?

We are a partner of BMC Software, RiskNow, and Atlassian.

We have experience with all end-to-end BMC tools, starting from BMC Remedy ITSM for automations, to their operations management tool: BMC TrueSight Operations Management, which is used for monitoring, etc. We recommend these tools for our customers to use, except for application monitoring, as we didn't find a good tool for this on the BMC side, so we went with AppDynamics, then moved to Cisco. We are also looking into Dynatrace and exploring if our customers can use it.

We're always recommending the latest version of BMC TrueSight Operations Management to our customers, and we keep on upgrading if a new version is available.

Most of our customers have this solution deployed on-premises. If it was deployed on cloud, then we wouldn't have to take care of the upgrade, because it will be done automatically. Though cloud deployment is picking up, most of our customers are still deploying on-premises.

Apart from being a reseller of this solution, we also perform 100% implementation and other processes for our customers. We do end-to-end customer management.

After deployment, BMC TrueSight Operations Management only requires normal maintenance, or it can be taken cared of under managed services. Maintenance of this solution is hassle-free. It's just normal updating, e.g. patching.

This solution works well for any company size: small, medium, or large. It can take the load off any enterprise, no matter the size. It can be onboarded for a very big conglomerate without any challenge.

My advice to others looking into implementing BMC TrueSight Operations Management is to first find a partner for this solution. Once the implementation is done successfully, they can start using it. This is a beautiful solution and it works 100%, but it will still depend on how you're using it and how you're taking care of it. You need to take care of it so you can use it for a long time.

I'm rating BMC TrueSight Operations Management a ten out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
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Subhajit Nag - PeerSpot reviewer
Senior Process Associate at Tata Consultancy Services
Real User
Top 5Leaderboard
The component and cable monitoring features are good, but the interface is slow
Pros and Cons
  • "The component and cable monitoring are good. SolarWinds is more intuitive and user-friendly than AppDynamics. The AppDynamics console is more complex because it's a more feature-rich solution, so it's not easy for somebody to pick it up."
  • "It should also be easier to upgrade SolarWinds. AppDynamics is harder to deploy but easier to upgrade. So AppDynamics takes a lot of time and effort to install, but you can upgrade it in minutes. SolarWinds is the opposite. It's easy to deploy, but upgrades take forever. To date, nobody can complete it on time, so the production environment is sitting idle."

What is our primary use case?

We mainly use SolarWinds for reporting on server utilization. It gives alerts based on a defined threshold. For example, if utilization exceeds 80 or 90 percent, it gives us a critical warning. 

What is most valuable?

The component and cable monitoring are good. SolarWinds is more intuitive and user-friendly than AppDynamics. The AppDynamics console is more complex because it's a more feature-rich solution, so it's not easy for somebody to pick it up. 

What needs improvement?

SolarWinds' interface is slow, and this is a global concern. Every SolarWinds user complains about the sluggishness. The response is slow. If you browse from one page to another, you have to wait. 

Our company is a massive user with plenty of licenses, so the performance issues could be due to the load per license. Ten thousand components can be mapped under one license. So SolarWinds needs to take care of the speed problem. It cannot be this slow. That is a huge complaint. Otherwise, the tool is good.

It should also be easier to upgrade SolarWinds. AppDynamics is harder to deploy but easier to upgrade. So AppDynamics takes a lot of time and effort to install, but you can upgrade it in minutes. SolarWinds is the opposite. It's easy to deploy, but upgrades take forever. To date, nobody can complete it on time, so the production environment is sitting idle.

The upgrade time matters because you only install the solution once, but you'll need to upgrade the solution repeatedly over the life of the product. A complex installation isn't an issue, but I mind if the upgrade takes too long because it's already in production. 

For how long have I used the solution?

We've been using SolarWinds for about five years.

What do I think about the stability of the solution?

SolarWinds is stable in the latest versions. 

What do I think about the scalability of the solution?

SolarWinds is scalable if we procure more licenses. The scalable engine concept allows us to add polling engines for the new clients, so it's scalable in that sense. We have 400 users. 

Which solution did I use previously and why did I switch?

We haven't used any other server monitoring solution extensively. Two years ago, we used Datadog briefly. I was asked to determine whether Datadog would be better for us because it was less expensive than other tools. We did a test run FOR six months period of knowledge. We mainly tested it, and I handed it over to another team after giving the tool the go-ahead.

How was the initial setup?

The initial deployment isn't a challenge. It takes two or three hours if you have multiple polling engines. However, upgrades can be problematic. Let's say we have 12 to 14 additional polling engines. It takes about a month because we have to do it one at a time on the weekend during non-business hours. This is a considerable limitation because a centralized upgrade doesn't work correctly in an offline environment.

For security reasons, we don't have permission to upgrade all the engines at once online. The SolarWinds team is also clueless about helping us. Their documentation is inadequate. Upgrading SolarWinds is a time-consuming process, posing a significant problem for us. We have an eight-person team deploying and maintaining SolarWinds.

What about the implementation team?

SolarWinds' tech support is fantastic overall, but the level 1 support often misses the problem. They start by collecting the diagnostics. They are cooperative, but level one is usually lacking in knowledge. 

What's my experience with pricing, setup cost, and licensing?

We pay for licenses. It's less expensive than AppDynamics, which requires you to pay for each node.

What other advice do I have?

I rate SolarWinds Server and Application Monitor six out of 10.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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