How has it helped my organization?
- We can solve problems before they grow to be a larger problem
- We can identify trends
- We can assist a user with a problem that they haven't told us they have yet
It's all about being proactive and solving problems before they're big. It's also a customer service perspective, too. If we know someone's hard drive is about to blow up and they haven't even called in the service desk yet, it's pretty cool that you can go and say, "Hey, your hard drive is about to blow up." They respond, "Well, how did you know that? I've been having problems." It's pretty cool.
What is most valuable?
Being able to proactively identify issues on user systems.
What needs improvement?
When they moved from Version 8 to Version 9, the customers lost so much control of what they could do with the product. They need to give back what they took from us. In the previous version:
- We could create our own monitors easily
- We could set incidents easily
- We could look at the thresholds for our configuration and change them accordingly
We can't do any of that now.
What do I think about the scalability of the solution?
Scalability didn’t seem to be a problem.
How is customer service and technical support?
Their technical support structure is terrible. I would give them a rating of 2/5.
Which solutions did we use previously?
We did not use a previous solution.
How was the initial setup?
The setup was what we expected. We had to configure the product to work and to detect things in our environment. That took some time. It wasn’t just come in, install it in one day, and you are done. It's come in, install it, and then, let's really configure the product to meet your needs. That took some time.
What's my experience with pricing, setup cost, and licensing?
It's very expensive. I think it's overpriced. If they want to get the full value out of the product, they need to be able to dedicate people to train, to learn how to create monitors themselves, and have people assigned to look at the data. That takes time. Depending on the size of your organization, you must have one or two people just doing this. In some cases, that could be a lot of money.
You also have to develop systems and processes around reacting to that data. For example, if the solution detects that someone has low space available on their computer, it is not going to call that user and help them automatically delete some files so they have more space. There has to be a process in place to have somebody view that data and to take action on it. That's my point. It gives you good information. You have to build processes and take the time to look at the data. That just requires people, and people are money.
Which other solutions did I evaluate?
I don't remember if we looked at other options. I don't think there's another product on the market quite like Aternity.
What other advice do I have?
This is a product that needs to be managed and monitored. To really pull the value out of it, you have to use it. It's not magically going to fix everything for you. It does a lot very well, but it takes people to look at the data and to react to what the tool is telling you.
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Mar 08 2017