SysTrack Reviews

We are using the full capabilities of SysTrack. The Resolve part is valuable. It allows the service desk team to perform a couple of fixes or things to mitigate an incident before it's escalated to L2 or L3. It's a cool feature. If you have the sensor activity for Outlook and something has gone wrong, even the service desk can take those steps.

Apart from that, the sensor dashboard is valuable. You can see the health dashboard for the clients. It's a cool feature that tells us if any application is incompatible, consuming more memory, utilizing a high amount of system resources, or impacting any end-user services.

If they can integrate some kind of remote administration tool, like the LogMeIn tool, it would be helpful for the DDS team members, as well as for the global team members. We need not search for an additional tool for troubleshooting purposes. Currently, we are using one tool for governance and then we have SysTrack for monitoring the endpoints. There are two tools, and we are spending money on both. If we had this capability integrated into SysTrack, it would enhance SysTrack. It will serve as a single tool for the whole environment. Currently, Resolve is doing that at the back end, but if we want to find out what the user is facing through a screen-sharing session, the option for remote control should be there in SysTrack.

SysTrack has various features such as sensors and self-healing capabilities, but the self-heal capability needs to be enhanced. Many organizations have their own customized setting for applications, such as Outlook, in terms of plug-ins, etc. If we can put and customize the self-healing capabilities in SysTrack, it would be great. We should be able to specify which things should be there in Outlook and which things should be blocked in Outlook, such as additional plugins. If somebody is forcefully installing an additional plugin, SysTrack should have the capability to roll that back to the default.

It currently lacks a centralized console. We have to move from one portal to another. We have to go to Visualizer, and then we have to go to Resolve. Instead of that, it could have a centralized console that provides all the options on the top. For example, Microsoft Endpoint Configuration Manager (MECM) console has all the options on the top. There are tabs to go to a user device, user collection, deployment, etc. This is not available in SysTrack, and this is something that can be enhanced in SysTrack. Instead of going from one place to another and then going back just to check what is the status of the endpoint, there should be a single console with access to all dashboards.

There could be a dashboard where we can see the impacted set of all clients or applications instead of going to an individual client or application.

We have been using this solution for more than three years.

It's a stable product.

It's scalable. There are about 200 or 300 users who have console access for SysTrack, but agent-wise, we have deployed it on more than 30,000 devices.

We had a Windows Remote Management (WinRM) issue where it was failing for a couple of clients, and we were unable to access RDP. We were trying to get the report and identify what was going on with WinRM. I was able to figure out that group policy was not updating and a couple of services were not updating, but the WinRM services impacting the system were missing in the SysTrack. I contacted their support team to help us out, and they were also unable to find a resolution. They highlighted that it could be related to the security filter. The DLP client, antivirus client, or the security tool that we were running in our environment could be causing problems with WinRM.

I would rate them a four out of five because from the service perspective, they have been very good. The technical team whom I have contacted has a lot of knowledge. They helped us in creating additional custom filters for the sensors part.

Positive

It's quite easy.

Cost-wise, SysTrack has a higher rate than other products, such as Nanoheal, but the features that SysTrack has aren't there in any other product available in the market.

The SysTrack license is based on per-device installation, but I don't know its price. That part is handled by our procurement team and the license management team. We just have to give the number of clients and additional licenses we need.

We got a quotation from Nanoheal, which is a self-healing tool, but we felt that just a self-healing tool is not going to help us place sensors and put some capability for auto-fixing the issues. We wanted to understand what is going on in our environment, and we wanted that information via reports. That's why we searched for additional tools, and we got to know about Lakeside SysTrack. It had all the capabilities.

I did two certifications of SysTrack and there was a training session as well. They highlighted its features, what we can analyze from SysTrack, which sensors we can configure, what are the default configurations of sensors in SysTrack, etc.

While implementing SysTrack in your environment, technicians should be aware of how to use the product. They should be well-trained and knowledgeable about all the features that are there. They should know how to track issues and the things that need to be taken care of before assisting users. After that only, they should provide any services to the end users.

Overall, I would rate it a seven out of ten. A couple of features are missing, and we have some dependency on other tools. A remote assistance tool is missing in SysTrack, and it could also be enhanced with the additional capabilities of creating customized self-healing sensors.

It is majorly for end-user experience monitoring.

There are a few features that are very good. When a user calls in and says that they are having slowness issues, this tool has the capability to show exactly where the performance issue is. The Resolve feature that they have is very good. It is one of the main features. They are doing a pretty good job with the Resolve feature in terms of showing endpoint performance on various factors.

They are capturing a lot of statistics to provide you with information about your infrastructure.

Their dashboard could be better. They did it custom, which is the main problem. They should have given an option to integrate it with some of the tools such as Power BI. Unfortunately, they are developing their own native dashboarding capabilities, which is killing them, in my view. The product is good, but dashboarding has been a pain area. I have to literally learn a new BI or dashboarding solution just for a system. We have 100 such kinds of solutions in our environment. If every solution has its custom solution for dashboarding, we can't survive. It is going to be crazy.

In terms of features, it is comparable to other solutions. I would not put it on the higher side. One limitation of SysTrack is that it cannot show you the entire picture. It just shows you the end-user monitoring space. From the administrator perspective, when you are troubleshooting something, you obviously know how the performance is from the end-user and endpoint perspective, but you also need to monitor the entire full stack. SysTrack should be able to integrate with some of the other monitoring tools such as Dynatrace, AppDynamics, etc. It should be able to pull in the data from the virtual layer, network layer, and storage so that you can see what the performance looks like and where the bottleneck really is. It is, for sure, a good tool. We are using it, and we are planning to use it for at least another two years, but it would be nice if they can come up with something for full stack monitoring. In the market, many other tools, such as AppDynamics and Dynatrace, provide full-stack monitoring. They provide such a level of analysis and monitoring information.

It has been approximately two and a half years.

Its stability is good. From a stability standpoint, we do not have any challenges with their cloud environment.

It is pretty scalable. We can scale up and down, but obviously, it has to go through the licensing piece. SysTrack or Lakeside is growing. So, the only thing that they would have to consider is doing this in a standardized way. They have to do it in the way the whole world is doing that. They should not do something completely different.

We have more than 20,000 systems that we're monitoring. In my team, there are 4 to 5 people who are working with it, and then we have 1 or 2 people from each BU. Even our service desk uses it. We have 40, 50 people there, and everybody there uses it. So, it is used not only by those who engineer and administer the product. There are many other people from the help desk who are engaged with it. Overall, we have about 60 users.

It is being used almost every day considering users have performance issues all the time.

They are very good in their support, but their customization also takes a toll on their own members. I would rate them a four out of five.

Positive

Since they have moved to the cloud, it is pretty straightforward. We don't have that much of a hassle in integrating it. I would rate it a four out of five in terms of the ease of setup. It is easy in the cloud.

We have got a good return on investment because it was able to deliver during the pandemic. If you have to troubleshoot a user who is working from home, it becomes a mammoth task to know what's really wrong. This tool was able to show us what's really wrong. It was a good investment. Without having SysTrack, we would've not seen what was really wrong, and we would've struggled. I just wish that they do think about their dashboard and make it integrable or consumable by Power BI or some other tools. I would rate it a four out of five in terms of the ROI.

It is on a per-device basis. It is not on a per-user basis. I was not much engaged in the licensing piece. I was only a part of the conversation about how we are going to scale up or down, but its price, for sure, is competitive.

I would rate it an eight out of ten.