VMware vRealize Operations (vROps) Review

It's stable. We've doubled it in the last year. It's handled that transition well.


What is most valuable?

I like the dashboards. I like being able to just look at it and see what my environment's doing.

What needs improvement?

Something that I have talked to them about is communication. We have a lot of issues that end up going to VMware engineering, and I would like them to improve communication from engineering, rather than having our SR just sit there with no communication or update at all. Occasionally we'll get a response e-mail saying engineering still has it, that they're working on it. It would be nice to have engineering come back and say, this is what we're working on specifically. Maybe an ETA for a patch, or something like that. That's one of my biggest complaints.

We had an issue a couple weeks ago, opened the case and the person never responded. I escalated twice and we finally got a call back the day I provided this review. When we did get a call back, we got a call back from a level one. Most of us are level three status; when they call us back, they should be giving us somebody who's above our level rather than somebody who's going to ask us the same questions of possible resolutions that we've already tried. We were still waiting to fix that problem as far as I know from my e-mail contact an hour before I provided this review.

For how long have I used the solution?

I have been using it for three or four years.

What do I think about the stability of the solution?

It's pretty stable. It's at 98% of the time. If we have issues with it, it's usually minor and most likely related to the environment and not the product.

What do I think about the scalability of the solution?

I see it meeting our needs going forward. It's scalable. We have a big environment. We've doubled it in the last six months or in the last year. It's handled that transition quite well.

How are customer service and technical support?

It's great support. We contact them by e-mail, phone, and so on. We have an MCS contract. We have a TAM with whom we’re on a first-name basis.

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

We weren't previously using a different solution.

I don't remember what the trigger was to bring this on board. I was not involved in purchasing or making that decision. I'm on the support side of it.

What other advice do I have?

Plan it well.

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