SolarWinds Network Performance Monitor (NPM) vs. Spiceworks Cloud Help Desk

Solarwinds NPM is well suited for medium to large networks, it may be a bit heavy for the SOHO environment as most of the tools and reports are designed for monitoring KPIs which may not be critical for a small shop. NPM can handle large networks with several sites and mixed technologies ranging from networks, server systems, storage devices and SLA reporting.

Incentivized

It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.

Incentivized

• Out of the Monitoring of almost all Network Devices.
• Build custom pollers to monitor which is not supported out of the box.
• Further you can alert on these custom metrics and Out of the box metrics.
• It provides you great dashboards, Reports features.
• You can integrate it with any MoM layer tools either using its API or sending out traps.
• Out of the box Integration with Service Now ITSM Tool.

Incentivized

• It helps to multitask, even on the go with the mobile App.
• We can customize to meet your needs with automated responses, notifications, and templates.
• Detailed reports allow managers to keep track [of] and analyze data.
• Allows for a database to store notes helpful for future tickets.

Incentivized

• The software upgrade process is a little hairy and has caused me trouble on occasion.
• The server that it needs to run is a bit of a resource hog along with the SQL server.
• Some additional features like the network map are a bit clunky compared to some other products that we use.

Incentivized

• I have always wanted a way to redirect a support request into another IS bin, such as a development task.
• It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
• Improved ability to customize the system generated emails to improve the formatting and company branding.

Incentivized

The entire IT staff relies on NPM in its daily operations. It would be impossible for us to maintain our level of service without it. If SolarWinds gets to proud of their product and begins to over charge for it, we would be forced to reconsider and use a different product. But as it stands it is worth the price to renew it.

Incentivized

Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.

Incentivized

SolarWinds Network Performance Monitor (NPM) is quite an extensive product, covering all our bases and requirements. There are a lot of customizable options and features which you can work with for their alerting which is really useful. I haven't found anything yet which I thought SolarWinds Network Performance Monitor (NPM) could do, but it actually couldn't so overall it works nicely and does the job.

Incentivized

Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out

Incentivized

Always available. Always is important to plan the software available during the machine/application setup.

Incentivized

We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.

Incentivized

Pages load slow, especially the bettors map. Could be that my server is old.

Incentivized

In all of the times that we called support, someone at SolarWinds had the answer for us in a timely manner. Through thwack and other internet searching, we have been able to resolve all of our issues that arose to our satisfaction. The support staff have always been knowledgeable of their products or had a fellow support staff member to rely on to get the needed answers.

Incentivized

Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.

Incentivized

The training is good but during the implementation, you can get situations not learned during the training. The trainer was very open to hearing the questions about use cases and always sharing his experience. I really recommend having official training to take advantage of all features that the NPM can bring.

Incentivized

Make sure your inventory is accurate. Stand up some virtual machines for testing prior to installation. Make sure your database and its credentials are setup. Think about things you want to monitor that may not be obvious - UPS units, Door hardware, PBX systems, Fabric Channel switches, firewalls, routers, switches. Try to setup SNMP on these devices and have an IP that you will assign to the new server. If you do that it will go well.

Incentivized

If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth

Incentivized

We selected SolarWinds Network Performance Monitor because of the capabilities of the product versus the price. The tools also work well with their other products and support is fairly good. We have never had a problem when we needed to make a call.

Incentivized

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

Incentivized

From the direction and information I have been given it is very flexible and scalelable

Incentivized

• SolarWinds allows us to proactively address hardware issues before they impact the business. We recently had a server that was experiencing issues sporadically and we were able to use the data from SolarWinds to track down and correct the issue before it tanked the server.
• SolarWinds gives our IT department some piece of mind knowing that they'll be alerted of any issues real time.
• We can use SolarWinds data to justify needed to replace or upgrade certain equipment that is key to our core business.

Incentivized

• Positive - Allow organizations to implement structured Help Desk procedures.
• Positive - IT can begin to quantify their tickets and uncover needs within the organization.
• Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
• Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.

Incentivized