EM7/ScienceLogic....good but not great!
July 11, 2019

EM7/ScienceLogic....good but not great!

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ScienceLogic

Data Center Infrastructure including network, storage, hardware, server, applications.

Pros

  • Out of box monitoring capabilities
  • Ease of implementation of out-of-box monitoring capabilities

Cons

  • Limited ability/cumbersome to customize in general
  • Limited ability to customize main Event panel
  • Limited ability/cumbersome to customize Alert/Event correlation
  • Reports and graphs somewhat lacking in features and ability to control or customize
  • Product is generally buggy/new releases/patches introduce new bugs or reintroduce old bugs
  • Technical support and professional services are fair (on a scale of about 1-5)
  • Upgrading to a major release is a nightmare
  • Positive: in most cases has effectively detected and alerted pending or active infrastructure service impacting issues
  • Negative: product costs are generally high on a per device or subscription basis
  • Negative: customization is generally time consuming and complex
Not Sure
  • Integration to 3rd part tools
In general EM7 stacks up well to other commercial products and open source products. Personally I have worked with well over 25 or 30 different monitoring products (probably 50 if you include product evaluations) and would rate EM7 around the top 75% as it applies to features and capabilities, but there are a few products I have worked with or evaluated that exceed EM7. Examples are EMC Smarts and the Managed Engine suite of products.
Generally well suited for small to medium size Infrastructures and is generally scalable. Not well suited for environments where customization is required or desired.

ScienceLogic Support

In some cases and depending on the support representative support is good, but in general, it requires customer management of the case vs. vendor management of the cases....like pulling teeth... time-consuming, etc, etc. Also want to comment that this applies to the Technical Support Group and the PSO Group at ScienceLogic. Support appears to be degrading over the past few years vs getting better and I suspect this is a result of structural changes in support group e.g. off-shoring/subcontract support. The roll-out of a new case management system and self-support tool made obtaining support much more difficult.
ProsCons
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Escalation required
Need to explain problems multiple times
Yes - No. In one instance it took nearly 4 months before the issue was resolved and was initially reported to be fixed in a future patch release which it was not.
Yes. There were indeed multiple times where SL Support responded immediately with a quick resolution to a problem especially if the EM7 systems was down. Calling support on critical issues is pretty-good, but the lower severity cases typically are not addressed timely or effectively.

Comments

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