iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.
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N-able N-sight RMM
Score 7.4 out of 10
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SolarWinds Remote Monitoring & Management (RMM) is a cloud-based system monitoring offering for Managed Service Providers. It provides a full monitoring and management suite, including automation and threat detection capabilities, and can integrate with other SolarWinds products.
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Pricing
iSupport
N-able N-sight RMM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
iSupport
N-able N-sight RMM
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
iSupport
N-able N-sight RMM
Features
iSupport
N-able N-sight RMM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
iSupport
7.4
1 Ratings
10% below category average
N-able N-sight RMM
-
Ratings
Organize and prioritize service tickets
9.01 Ratings
00 Ratings
Expert directory
5.01 Ratings
00 Ratings
Service restoration
7.01 Ratings
00 Ratings
Self-service tools
9.01 Ratings
00 Ratings
Subscription-based notifications
7.01 Ratings
00 Ratings
ITSM collaboration and documentation
7.01 Ratings
00 Ratings
ITSM reports and dashboards
8.01 Ratings
00 Ratings
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
iSupport
-
Ratings
N-able N-sight RMM
9.2
19 Ratings
27% above category average
Remote monitoring
00 Ratings
9.319 Ratings
Network device monitoring
00 Ratings
7.016 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.
It's great for the basics of device management for Windows PCs, I wouldn't recommend it for Mac other than asset management. The patch management and monitoring templates are helpful for the day-to-day, and the "Take Control" feature for remote assistance allows us to provide fast service to clients - we often are on a machine within 5 minutes of receiving a ticket.
Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
It provides fantastic remote access capabilities. The Take Control tool gives us a robust platform that is capable of remote controlling almost any endpoint we need to and the chat, file transfer, and screen recording tools are all exceptionally useful.
SolarWinds RMM is particularly useful as a single pane of glass solution that allows us to monitor and manage thousands of endpoints across dozens of different clients. It does a solid job of allowing us to sort, organize, and filter based off of who and what we want to see at any given time.
Due to its client based nature, the platform excels at in-depth monitoring of services, event logs, and the functionality of systems with custom script checks.
Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
The interface is easy to navigate. Setting up policies is straight forward. The antivirus and web filter are simple and exceptions are easy to make. Upgrading the agent is made simple and creating scripts is made fool proof. (Well, almost)
The ease of use, full functionality, reliability and excellent support.[N-able RMM (formerly Solarwinds RMM)] gives users a full suite of tools with a single installable file. Unlike standard tools, you don't have to install several different executables to be able to have fully protected end points.
Ultimately, we chose to stay with N-able N-sight due to their competitive pricing and billing system that we integrated into our accounting. The other competitors do offer better-made modules/new technology, but we were not ready to make this big move because of the cost. In the future, perhaps, we will still consider NinjaOne.
Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.
The ROI is immediate for us. The advanced alerting alone makes this product an ace in our bag. The confidence you have in your network is wonderful.
Another big ROI we get from the advanced alerting is the peace of mind that our engineers feel. We are a 24/7 shop, so being on-call goes from being hectic to extremely manageable.
The only negative I can honestly say is when the time comes to patch the product. Micro-patches are easy enough, but jumping versions can be a bit taxing.
