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Server Monitoring
June 2022
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Services Infrastructure Architect at a tech services company with 1,001-5,000 employees
Top 20
Good out-of-the box capability but we feel the company is lagging in development
Pros and Cons
  • "Great out-of-the-box capability."
  • "The company has not kept pace with developments."

What is our primary use case?

We're a managed service provider so we monitor customers and their networks and infrastructure and we're their support. We're a customer of DX and I'm a services infrastructure architect. 

How has it helped my organization?

Prior to using this solution, we had three point solutions in place; one for voice infrastructure, one for servers, and one for networks. This tool meant we were actually able to collapse everything into a single interface which made my team's life easier, but it also meant that our first line staff then just had one view of the customer's entire infrastructure.

What is most valuable?

The big attraction of this product is its out-of-the-box capability. It means that there is not a lot of custom development required. 

What needs improvement?

The product could be improved if the company kept up with service developments, in particular from the cloud vendors. As Azure, AWS and Google are rapidly adding features and functions to their own public cloud offerings, UIM has not necessarily kept pace with that development. In particular, it was the platform as a service capabilities. The infrastructure as a service capabilities were quite good, but the platform as a service was lacking significantly, along with a lot of the serverless capability as well. 

For how long have I used the solution?

I've been using this solution for 10 years. 

What do I think about the stability of the solution?

The stability is pretty good although it still has some quirks. It is a legacy tool and as such, there's been a lot of angst in the development of it. Once you've been through years and years of bug fixes it's quite stable. Some of the newer components are still rough around the edges.

What do I think about the scalability of the solution?

In our initial roll-outs in the early years, the product proved to be quite effective in its scalability, but as we continued to grow, we have seen scaling limits. My team, the infrastructure team, are primarily the administrators of the solution. There are six of us in the team. Then there's our level one in our team with about 20 people, and then there's some SMEs that handle specific components within the system and there's probably 70 or 80 of them.

How are customer service and technical support?

They're pretty knowledgeable and they rely heavily on documentation. I don't know if they have a lot of direct hands-on field experience, but their knowledge of the documentation is pretty good.

How was the initial setup?

The initial setup, which I carried out, was complex. That is primarily because it was a significant learning curve at the time. I was also supporting the existing infrastructure and trying to learn the new tool as well. We didn't have an implementation strategy. We piloted it with one customer and then expanded that to two more, and then expanded out to the rest. At the time, it would have been about 30 odd customers. In total, I think it took about a year as the customers cycle through their contracts, we flipped them over to the new tool. Once we got a feel for the tool, it was much easier. 

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

 I believe we pay around CAD $400,000 per year. It's a pay per consumption fee. 

Which other solutions did I evaluate?

We're currently evaluating other options. I'm looking for an MSP friendly tool. We have to be able to differentiate between different customers. I'm looking for a tool that has a good degree of scalability, more than what we have now. A tool that, if it doesn't have capability in the box, provides a means to extend the tool for our custom purposes and also a better price point than we have now.

What other advice do I have?

Cloud vendors have expanded their services and features and functions within their own platforms. Having to rely on a third-party to keep pace with that development cycle has proven rather disappointing. That's why we're looking for a tool that has the capability to enable us to extend the tool on our own, if we choose to.

I don't think I would recommend this product. My issues stem from the turnover between companies that we've experienced in the last 10 years. The continued development of the tool has not been great. I think they've become lost in their tracks.

I would rate this solution a six out of 10. 

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Server Monitoring
June 2022
Get our free report covering Microsoft, and other competitors of AWS Application Discovery Service. Updated: June 2022.
611,060 professionals have used our research since 2012.