Our primary use case for this solution is on-call rotation, and we deploy it on cloud.
Engineering Manager at Alice
A helpful solution for on-call rotation with valuable integration and alerting features
Pros and Cons
- "The rotation and scheduling are beneficial."
- "The user interface could be improved."
What is our primary use case?
How has it helped my organization?
The solution has helped us stay alert on incidents and improved our response times.
What is most valuable?
We have found the integration and alerting feature very valuable because it can page you when you are on-call. It is pretty helpful when we have production issues, and some metrics and alarms are configured for notifications and calls. Therefore, it alerts us so we can act when necessary. Additionally, the rotation and scheduling are beneficial.
Previously when we had issues, we would get a notification from Slack, but that wasn't adequate because it wasn't directly to the people on-call. It was just a notification and not a phone call, so it didn't help us because we could not write scheduling, override or get escalation for the notifications. With the service in this product, we can now respond to the incidents that it scales to our team, the SRR team and others. Hence, we know that someone is notified and can act on it.
What needs improvement?
The user interface could be improved.
Buyer's Guide
Opsgenie
October 2024
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814,763 professionals have used our research since 2012.
For how long have I used the solution?
We have been using the solution for approximately two years and are currently using the latest version.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable. Currently, there are approximately 80 people in our organization using the solution. In addition, around five people are required for deployment and maintenance.
How are customer service and support?
I have never been in contact with the customer service and support team.
How was the initial setup?
I was not part of the first integration but was involved in the integration for scheduling. I worked on defining rotation and creating new things in other rotations. It wasn't hard, but we had some minor issues getting it right the first time.
What about the implementation team?
We implemented the solution in-house.
What was our ROI?
We have seen a return on investment in this solution.
What's my experience with pricing, setup cost, and licensing?
I am unfamiliar with the licensing costs for the solution.
What other advice do I have?
I rate the solution eight out of ten. The solution is good but the user interface can be improved. My advice to new users with this solution is to integrate as many tools and data sources as possible as well as some alerts and alarms tools.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
System Administrator at OnShift
Alerting happens through text and phone but improvement is needed in scalability and pricing
Pros and Cons
- "Opsgenie has streamlined our communications and alerting."
- "The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved."
What is our primary use case?
We use the product for email notifications from the automatic application.
How has it helped my organization?
Opsgenie has streamlined our communications and alerting.
What is most valuable?
The tool's most valuable features are text and phone call alerts.
What needs improvement?
The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved.
For how long have I used the solution?
I have been working with the solution for five years.
What do I think about the stability of the solution?
I rate Opsgenie's stability an eight out of ten.
What do I think about the scalability of the solution?
I rate the tool's scalability a five out of ten.
How are customer service and support?
I have not used Opsgenie's tech support.
What was our ROI?
We have seen ROI with the solution's use.
What's my experience with pricing, setup cost, and licensing?
The solution's prices are exorbitant.
What other advice do I have?
Opsgenie is a good product; you must be technologically savvy to use it. I rate it an eight out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Opsgenie
October 2024
Learn what your peers think about Opsgenie. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
814,763 professionals have used our research since 2012.
Incident management solution that offers stability, scalability and is used to manage all internal alerts
Pros and Cons
- "This is a scalable solution. I would rate it a nine out of ten for scalability."
- "In a future release, we would like to receive alerts when a specific threshold is reached and to escalate the reason for that alert."
What is our primary use case?
We use Opsgenie to create alerts from Grafana and we print those alerts with a format of cases on the Opsgenie console and as well as those interconnected to teams. We have more than 200 people using this solution.
What needs improvement?
In a future release, we would like to receive alerts when a specific threshold is reached and to escalate the reason for that alert.
For how long have I used the solution?
I have been using this solution for a couple of years.
What do I think about the stability of the solution?
This is a stable solution. I would rate it a nine out of ten for stability.
What do I think about the scalability of the solution?
This is a scalable solution. I would rate it a nine out of ten for scalability.
How are customer service and support?
I would rate the technical support for solution a seven out of 10.
How would you rate customer service and support?
Neutral
How was the initial setup?
The initial setup is straightforward. I would rate the simplicity of the setup an eight out of ten.
Which other solutions did I evaluate?
There is not much difference between PagerDuty and Opsgenie. Both are easy to use and convenient from a integrations, automations, APA connectivity and GDA perspective. We chose Opsgenie based on cost and our requirements.
What other advice do I have?
Whenever Opsgenie involves automations and there is a big number of teams or applications to handle, a good integration with APA services is required.
Opsgenie as a product is good. I would rate it a seven out of 10.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
IT Manager at a tech services company with 501-1,000 employees
Provides a completely automated system with good integration and stability
Pros and Cons
- "The integration feature is the most valuable. It provides a lot of customizations for the integrations we use."
- "OpsGenie needs to keep up with its competitors in terms of new features and pricing."
What is our primary use case?
Monitoring and interim management are the two main features for which we are using OpsGenie.
We have an infrastructure with around 400 plus critical nodes that we are monitoring. They are scattered across various geographies and include on-premise switches, servers, other devices, and a few cloud services. There are 10 to 20 engineers who monitor it.
We also do total remediation of our own. If something is broken, we'll try to fix it through our software.
The use cases also vary depending upon the client's requirements while designing a solution. We are a kind of service provider. We have our own in-house cloud management software. Based on a client's needs, we evaluate and provide the inputs.
How has it helped my organization?
One of the reasons for implementing OpsGenie was to have a completely automated system where there is no need to monitor and call someone if something breaks down. Previously, manual intervention was required. If something went down, it had to be followed up with people and escalated. Now, it is a completely automated system. There is very little manual intervention.
Another reason for implementing OpsGenie was the integration of different alerts in one single console.
What is most valuable?
The integration feature is the most valuable. It provides a lot of customizations for the integrations we use.
What needs improvement?
OpsGenie needs to keep up with its competitors in terms of new features and pricing.
For how long have I used the solution?
We have been using OpsGenie for almost two to three years.
What do I think about the stability of the solution?
It is very stable. We feel very good about this. We haven't had any issues or problems with production or operations.
What do I think about the scalability of the solution?
We don't scale up at this moment.
How are customer service and technical support?
Sometimes there was a delay from their side in providing a solution, and we didn't like it. I would rate them a seven out of ten in terms of support.
Which solution did I use previously and why did I switch?
We had completely person-driven or manual management. We had other open-source tools as well for monitoring, but now, we have integrated everything into OpsGenie.
How was the initial setup?
The initial setup was very straightforward. It is like plug and play. It took three to four hours to go live.
What about the implementation team?
We took care of the implementation on our own. In terms of the implementation strategy, we first tested and evaluated it with our lower environment and then re-upgraded directly to the broad environment. It was very straightforward. We didn't have to plan something very complex.
What was our ROI?
We have seen a return on our investment with OpsGenie. Compared to things like reporting where we used to spend a lot of money, the cost reduction is 20% plus.
Now, we are one centralized team in one place. We don't have a service management team all across the bases, and there's a reduction in headcount as well. We have been able to reduce almost six full-time employees.
What's my experience with pricing, setup cost, and licensing?
From the pricing perspective, they are on the higher side as compared to other competitors.
Which other solutions did I evaluate?
We did not really evaluate. OpsGenie was endorsed by one of our other companies and that's why we went with it. We were already using a couple of Atlassian products like JIRA, JIRA Help Desk. The integration with these products is very seamless. That's why we went for OpsGenie.
What other advice do I have?
It's a good product. We never faced any issues in managing this. You can definitely go for OpsGenie if it suits your environment. It's not only about the features and money. You should also feel comfortable with the product.
I would rate this solution an eight out of ten. Every product can have some improvements. We have been using it for almost two to three years in this company. There might be some new features, or other products, like PagerDuty, might have already improved over OpsGenie in terms of the features.
Which deployment model are you using for this solution?
Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Sr software engineer at a tech services company with 5,001-10,000 employees
Easy to use and integrates well with Atlassian products, but needs better documentation and better handshake with the monitoring tools
Pros and Cons
- "I am a Jira admin. The best feature for me is that I do not need to write different code when I integrate with multiple applications. OpsGenie made it easier for me. All I need to do is create a field and give a value. I need to set the parameters and give a value. I can write only one script so that it directly interacts with my Jira and feeds all the data."
- "The handshake with the monitoring tools can also be improved. When there were a bunch of alerts or the number of alerts was more than a thousand in a minute, OpsGenie wasn't able to handle everything properly. The handshake issues were there."
What is our primary use case?
We use OpsGenie for alert management and incident management. We have integrated it with three different tools. We have integrated it with Nagios, SolarWinds, and AppDynamics. These three tools generate the alerts that are sent to OpsGenie. A regular alert moves as a Jira ticket. So, SolarWinds is the source, OpsGenie is the mediator, and Jira is the end receiver. People interact more with Jira. It is a part of our alert management.
For incident management, we have given access to a few of the service desk engineers. They're using OpsGenie for incident triage and documentation. Incident management, triage, and chronology are captured in Confluence. We have an option to export to Confluence. So, we are able to capture various types of information such as what happened, who gave an update, when the incident got closed, and how they got the solution. The root cause analysis process is being managed by OpsGenie.
It is completely on the cloud.
What is most valuable?
I am a Jira admin. The best feature for me is that I do not need to write different code when I integrate with multiple applications. OpsGenie made it easier for me. All I need to do is create a field and give a value. I need to set the parameters and give a value. I can write only one script so that it directly interacts with my Jira and feeds all the data.
We went with OpsGenie because it was simpler to integrate with Atlassian products. We are able to use the OpsGenie connector to connect with our Jira servers. It is easy, and the latency is good. Even though our Jira is on-premise and OpsGenie is on the cloud, it is able to cope.
It is also easy to use. A newbie is also able to easily understand and use it.
What needs improvement?
It doesn't have a proper way to convert the alerts into incidents. Every alert isn't an incident. A few will have less priority, and a few will be incidents.
The handshake with the monitoring tools can also be improved. When there were a bunch of alerts or the number of alerts was more than a thousand in a minute, OpsGenie wasn't able to handle everything properly. The handshake issues were there.
The ease of access could also be better. It is a little difficult for us to integrate it with our existing SSO. For the configuration, every time, I have to reach out to Atlassian. If they can blend it easily, that would help.
It would help if there is a feature to create an alert from Confluence based on any existing one.
Their documentation can also be improved. Their knowledge base is not sufficient.
For how long have I used the solution?
It has been about one year and nine months.
What do I think about the stability of the solution?
The product is okay. We had noticed that when a server or cluster goes down, there were a few alerts that got missed. We already reported it to the vendor, and they said that they are working on it and it might get fixed in the next version. Since then, we haven't observed the issue.
What do I think about the scalability of the solution?
It is completely on the cloud. So, it should be scalable, but I am not sure.
We have acquired 100 licenses of OpsGenie, and we have about 65 concurrent users. Most of them have different kinds of roles, but the number of concurrent sessions would be at a max of 65.
How are customer service and support?
I have worked with them on several use cases. Their documentation isn't good. So, whenever I had to do any new or additional integration, I used to reach out to them, and they used to help me with the issues I was facing. I also interacted with them about the handshake issue.
I would rate them a 4 out of 5 because they're good. They provided me with a sandbox whenever I needed something for testing. They were able to help me out when I had issues with integration.
How would you rate customer service and support?
Positive
How was the initial setup?
It isn't that difficult to set up. It is easy, but its documentation can be improved. The tool implementation is good, but the documentation is not sufficient. I got to know by exploring myself but not everybody gets that much time.
The deployment, including testing and everything else, took us one and a half months, which is good because we had enough time on our hands. We migrated from ServiceNow to Jira and then went for Opsgenie.
What's my experience with pricing, setup cost, and licensing?
We have opted for a yearly subscription. The initial quote given was about $29, but I don't know the actual price. There might be some negotiations during renewal.
What other advice do I have?
You have to choose a product based on your environment. OpsGenie is most suitable when you have a sibling product. If your company has Atlassian products, OpsGenie is the best choice. It also works if you are using ServiceNow.
I would rate it a seven out of ten because there are lots of improvements to be done.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
AWS Developer at a computer software company with 1,001-5,000 employees
Many good features but needs cloud integration and orchestration
Pros and Cons
- "OpsGenie has many features, such as email notification, SMS notification, roster, tracking of the tickets. Automation, like scripting, is also possible. There are also features for maintaining the history of the tickets and all the solutions related to how it was resolved previously. If there are similar kinds of tickets, we can look at how a person is working on that ticket. If he doesn't have any idea, you can look back at a similar ticket and solve it as the previous person did it."
- "It should have a lot of plugins. It should also come with cloud integrations, which are not that great with OpsGenie as of now. It should have AWS, Azure, and Google cloud integrations. It should also provide automation, that is, it should open somewhere, like orchestration. Something like the orchestration that ServiceNow is doing. That would be great. Orchestration is the main thing. If OpsGenie comes with stack down feature, not completely but some part of it, and orchestration is there, that would be beneficial."
What is our primary use case?
We have a monitoring tool called Nagios, and we integrate Nagios and OpsGenie. The tickets flow from Nagios to OpsGenie.
We have automation scripts. OpsGenie has the capability to resolve the tickets if it is predefined. If an instance goes down, then to restart the instance, we have inbuilt scripts. When the ticket comes, like instance down or instance failed, we will configure it back to restart the instance. So, that will happen with OpsGenie. It's an incident management tool.
What is most valuable?
OpsGenie has many features, such as email notification, SMS notification, roster, tracking of the tickets. Automation, like scripting, is also possible.
There are also features for maintaining the history of the tickets and all the solutions related to how it was resolved previously. If there are similar kinds of tickets, we can look at how a person is working on that ticket. If he doesn't have any idea, you can look back at a similar ticket and solve it as the previous person did it.
What needs improvement?
It should have a lot of plugins. It should also come with cloud integrations, which are not that great with OpsGenie as of now. It should have AWS, Azure, and Google cloud integrations.
It should also provide automation, that is, it should open somewhere, like orchestration. Something like the orchestration that ServiceNow is doing. That would be great. Orchestration is the main thing. If OpsGenie comes with stack down feature, not completely but some part of it, and orchestration is there, that would be beneficial.
For how long have I used the solution?
I have been using this solution for the last one year.
What do I think about the scalability of the solution?
It's a scalable solution.
How are customer service and technical support?
We bought it from a third-party. They're really good, and they're helping. We didn't face that many issues.
How was the initial setup?
The initial setup was very straightforward. The deployment part took one to two weeks.
Initially, OpsGenie was new to us, so to understand its features, we had a lot of difficulties, mostly on the automation side, such as how to redirect tickets, etc.
What other advice do I have?
I recommend OpsGenie because if you compare with DataDB, the cost is very nominal, like $10 per user. It has almost all the features that DataDB has. It is a good automation tool. It's not only for incident management. You can also use it as an automation tool. It has a good automation environment.
I would rate OpsGenie a seven out of ten. It is a good product, but it needs a few more features.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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