What is our primary use case?
We manage a client's network. We put all applications/devices into ManageEngine OpManager. This allows us to manage everything from a single interface.
It's not just about endpoint devices; it also improves switches and servers. For example, if we have the same switches across our organization, we can apply a patch to all of them at the same time. It is really easy.
How has it helped my organization?
A good example is with vehicle tracking. We installed a device in our vehicles, and OpManager is able to monitor their status. We offer vehicle tracking and support services, including driver behavior management, and we can pull all that information directly from OpManager.
This eliminates the need to switch between applications to view job management details. OpManager can monitor it effectively.
What is most valuable?
The reporting is good. You can access daily dashboards.
With OpManager, you can monitor your services with Cisco's standardized scoring system, making it more efficient.
What needs improvement?
The pricing could be cheaper. The initial integration does cost a bit.
Jira seems to be making a comeback on the Service Desk side, as well as Zendesk and Freshservice. I know that ServiceNow integration is very easy, like a three- or four-step process. But with the others, you need developers to do API-based integration, which takes longer and requires a different skill set.
Even a monkey can follow a four-step process, but API integration can be more complicated here.
For how long have I used the solution?
It's been a couple of years now. I have a really good relationship with some ManageEngine guys here in Africa, like direct support, because we are one of the bigger clients.
What do I think about the stability of the solution?
In my three years of experience with OpManager, we haven't encountered any issues. So, I'd rate it a nine out of ten. It's very stable.
Even if there were any problems, I have direct access to local areas for support.
What do I think about the scalability of the solution?
The cloud version, in particular, is highly scalable.
I can quickly scale up to thousands of users and then scale up further by adding virtualized servers if needed.
How are customer service and support?
I have direct access to the support. The local guys are good and always available.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have used Kaseya.
There were legacy issues. We used to be several different companies that merged into one. The service desk for the ADA services guys couldn't be moved because you need specialists on that service desk.
How was the initial setup?
The setup depends on the complexity of your services. For a small organization, it's quick and easy. However, for a large organization, there's initially a lot of workflow setup to save time and prevent duplication.
For instance, if you know a device is out of warranty, the warranty management component can trigger a system-driven request to replace it without any user intervention. Workflows like this work well within OpManager.
Cloud-based deployment model is preferable, but on-premises is available if needed. Typically, only banks insist on on-premises solutions due to their outdated views on security compared to cloud solutions.
What was our ROI?
You can see ROI almost immediately. You can see the number of calls reduced by AIOps and workflows.
The actual cost is reduced, and you can calculate it based on the number of people supporting the environment, and your cost per call comes down substantially. If you can save 20% on your cost per call, that's massive.
What's my experience with pricing, setup cost, and licensing?
It is expensive compared to other products. However, there can be discounts, around 15% off, for two or three-year contracts.
If you're going to get it, get it with AIOps. Your network will work better, and it's cheaper. When we implemented AIOps, we cut our calls down by an average of 18-24%. That's work that a human doesn't have to do, which a machine can do in a second.
What other advice do I have?
Overall, I would rate the solution a seven out of ten because of the cost.
It's been well-received by many engineers because you can manage more with less, reducing costs. The initial cost is high, but you'll see a reduction almost immediately.
For repetitive tasks, the full AI Ops switch is excellent. It completely replaces a human in basic support roles. Their AI is brilliant. The workflow automation is good, not perfect, but it works well.
*Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
