ITRS Geneos Review

​They generally respond within couple hours for a normal ticket and can respond even urgently depending on the level of escalation.

What is most valuable?

The visualization layer and the config editor (with host of out of the box plugins) that makes setting up monitoring on any application quickly and efficiently covering infrastructure and more detailed monitoring points like middleware, messaging and database.

How has it helped my organization?

It has helped us re-define the Monitoring operating model which in turn has made support teams more efficient by using features like commented snoozing on various levels, use of knowledgebase articles associated with each alert cell, metric logging for capacity monitoring etc.

What needs improvement?

I would like to see more integration support via use of APIs. They have released openAccess for the same but hasn’t really picked up. Also, more flexibility in creating own customized plugins (not just using toolkits) and deploying on agents. Also, more data analytics capability would be helpful.

For how long have I used the solution?

I've been using it for six years.

What was my experience with deployment of the solution?

There is are issues with the compatibility of plugins with AIX servers.

What do I think about the stability of the solution?

There were performance and stability issues in running gateways and net probes on Solaris servers.

What do I think about the scalability of the solution?

We have had no issues scaling it for our needs.

How are customer service and technical support?

Customer Service:

Customer service response is really good through raising tickets on their online support portal.

Technical Support:

They generally respond within couple hours for a normal ticket and can respond even urgently depending on the level of escalation. They are happy to come on site as well to work on bigger or more specific issues.

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

The reason for choosing ITRS Geneos was the availability of its wide range of out of the box plugins and its visualization layer that simplifies and represents the application components well.

How was the initial setup?

The process in itself is simple to setup but getting it working through the corporate securities and restrictions can be a pain, but I guess that would be the case for any new tool setup.

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

It is a bit expensive so it may not be feasible if you are planning to use it for a specific application(s). But if you use it across a range of applications (like within a whole department) then look to combine the licenses and then it can be really worth the money. Moreover, this way it standardises the monitoring platform to have consistency across teams and set up a standard monitoring operating model.

What other advice do I have?

It may be tempting to get it working quickly using the root, but I would highly advise against it. Create a new user and give it appropriate permissions by identifying what access it may require to run plugins. Due to its ease of usage it can be abused by application support teams so I would suggest to review the setup regularly and make sure there is only 1 or 2 admins changing and updating monitoring otherwise it can get quite messy very soon. Try to rely on watching the visual interface and not on emails as that can grow huge as well. If you do stick to only absolute critical ones.

Try to pilot the project in a small area and learn as much as you can before deploying it across a wider estate. Use ITRS support as much as you can at least in the beginning. Also, have a experienced Geneos professional implement it.

Which version of this solution are you currently using?

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