ManageEngine Site24x7 vs. OpenText Dimensions CM

[Site24x7 All-in-One Monitoring is] well suited in website monitoring where especially for uptime and availability of the website. Due to its cloud nature, the company has servers distributed globally that allow to check site availability from anywhere in the world.

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Serena CM is well suited to highly controlled, audited, and process driven environments. It will allow strict segregation of duties, and change traceability. If implemented correctly it will help you quickly build trusts with your auditors. It is also well suited to environments that require constant branching and merging. Due to the complexity of the product and learning curve for your development and operations team it may be overkill in a small shop with loose rules

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• Very clean website UI. Tests are well categorized and navigation is very simple.
• The accompanying mobile app is very useful when on the go as it can also notify you of any issues.
• The cost of the platform is very cheap and the cost also scales at a low amount.
• No on-premise footprint. All cloud-based.

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• Code Promotion: Dimensions CM allows supervisors to control changes to code, in that they delegate requests to developers, and act as a gatekeeper prior to promoting to the next environment. This functionality is configurable so you can set up a workflow that best fits the structure and requirements of your own company.
• Code Repository for changes and versioning: Code can be checked out by item or by synchronizing folders. Code revisions can be compared against other revisions or work files. Item histories show which developers made which modifications, and which supervisor and operations personnel were involved in assigning the request and promoting the code to each environment. Additionally a pedigree will show a stream diagram which graphically displays branches and merges.
• Deployment: Serena Change Management offers help automating deployment including integrations with SVN and Jenkins. Its newer versions also have a powerful graphical deployment automation tool (Serena Deployment Automation- SDA). It comes with a certain amount of licenses built-in. If you have a many nodes to deploy to there will be separate licensing costs for that.

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• Ability to edit an existing maintenance schedule, vs creating a new one each time
• Grouping of emails to SMS and non SMS alerts to save on false alerts
• Setup of Realtime user monitor was not as functional as expected with regard to adding 3rd party scripts.

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• The only major negative that I have encountered with Serena CM product is that the very power and flexibility of the tool means there is a risk that you will make a mess of things. In other words it gives you plenty of rope to tangle yourself with. I recommend careful, well thought out deployments implementing the built in roles and workflows that can be turned on and configured, using a consistent methodology.
• My experience with the Serena help desk support has not been impressive. Though reasonably polite and diligent, the technicians were well trained, and often gave bad advise and terrible scripts. On several occasions I had to rewrite scripts they have me; if I had run them as provided they would have caused even more difficulties than the problem I was trying to solve. I speak of the support in the past tense because I conditioned myself not to call them, it was usually just easier to solve nay problems my self. They do have a good account management team though, and for any major issues you can go thru them.

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I have only had to use support once, so I can't go into much detail about their support team. The one time I did use it the response was fast but the resolution took some time.

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The biggest difference between Site24x7 and products like PRTG, Nagios, or Icinga, is that Site24x7 is hosted off the network, completely externally. The others do a great job on network alerts-- and some can even be configured to send SMS or phone calls with the right equipment and plugins-- but they usually reside in the network or at least on-site. Hosting them in the cloud might be a way around that, in which case they would be pretty similar to Site24x7 in capability, but without the additional software costs in the case of Nagios and Icinga (both open source).

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Serena CM is superior to Microsoft Team Foundation Server (TFS) in overall functionality, but does not have very good native integration with Microsoft. Therefore in a Microsoft centric shop with no audit needs ,TFS would be better. Otherwise I would choose Serena CM

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• Cost savings have been substantial at approximately 70%.
• We do suffer delayed email notifications and regular locational failures from 24x7. However, this is easily overcome by extra locational checks.
• Much quicker responses from out of hours teams with the benefit of the mobile app, which is user-friendly.

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• Serena has facilitated our annual completion of various audit and technology control certifications. These certifications make a huge difference to our company's reputation and bottom line.
• There has been no negative impact on our company.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info