Technology Review: EasyVista

Easy VistaThis is a review of the EasyVista ITSM solution. The product (set) reviewed was:

  • EasyVista ServiceManager
  • EasyVista Service-Apps
  • EasyVista Click2Get

These collectively make up ‘EasyVista.com’ – the product set reviewed will be released on July 1st 2014.

At a glance

EasyVista is an established and growing player in the ITSM industry – from an initial start in 1988 through to a floated business in 2005 with a native Cloud platform, to its current position challenging the enterprise market.

The company focuses on EMEA and US markets with Head Offices based in both New York and Paris. Recent growth has been impressive and the company is expanding and developing into new markets and market areas. This review looks at EasyVista’s core capabilities, strengths and weaknesses, plus go-to-market strategy and vendor reach.

Summary of Key Findings

Strengths Weaknesses
Simple yet powerful customer presentation layer Limitations on vendor implementation capacity
Comprehensive ITSM functionality – good Service Catalog capability May need to develop more/new capabilities and project services for larger enterprise clients
Cradle to grave Asset Management – extensive financial capability Recent core focus on US has slightly hindered UK presence to date behind, however we understand that this is being addressed
Intuitive user-friendly workflow – NEO capability for tech-free design and admin Reporting capabilities and templates could be improved
Strong multi-language offerings
Impressive recent financial growth

Analysis

Overall EasyVista has a very strong product-set in the ITSM market.With a long pedigree, since 1988, as a mid-market vendor, with focus in some key geographical markets, EasyVista is now broadening its appeal and reach across wider global markets and is also becoming more tuned to enterprise organizations needs.

This is having some success with a number of recent wins over ServiceNow and Cherwell Software, who they view as main competitors. As is the case with these companies, EasyVista is also winning new business from legacy CA/HP/BMC sites with its modern, agile, user-friendly, and user-configurable approach and (web-based) product set; as well as competitive costing and minimized cost of upgrade path.

The product-set aims to provide a comprehensive, yet simple and intuitive interface for build and maintenance, reducing the time to implement and also the cost and skill level required for ongoing tailoring and configuration. A key concept is the simplified ‘presentation layer’, which effectively provides a simple and business-focused interface to allow user organisations to focus on business objectives and not be side-tracked by infrastructure and technical details and data. This also supports the approach that allows the underlying infrastructure and services details to change without impacting the presentation layer – i.e. the User Interface and outputs. EasyVista’s pitch aims to support the idea that the tool helps to reduce complexity around IT and ITSM delivery – by linking ‘Service Management with Content Management’ – so that all sources are presented/rendered consistently.

As an ITSM tool it has a full set of Service Management capabilities available, delivered in ‘standard’ tabular formats (i.e. process functions as expected for ITSM/ITIL processes and lifecycle) with the ability to make changes easily and without technical skills/support.The core Incident, Problem and Change processes are presented in a clean and simple format with the ability to use multiple layers of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) as required – e.g. for tracking, OLAs can be easily nested and tracked within a wider SLA. The Service Catalog functionality is extensive and compares well with other product offerings, featuring some straightforward and effective features like graphical displays of linked services, parent/child service ‘bundles’, and simple logical links to all other ITSM functions.

The asset and configuration elements of the toolset are also key features with function-rich capabilities around asset tracking and financial management (e.g. insurance values, residual value, depreciation etc). This includes an end-to-end approach with the ability to create orders and pick from stock as part of the asset lifecycle. Whilst this functionality has been around for many years in large enterprise products, it is encouraging to see this level of detail and control being made available from a mid-size vendor and product – with a modern, simplified and connected (social) interface.

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Discussion threads offer social capabilities that can be used effectively for approvals – e.g. for Change Advisory Boards (CABs) – and are a useful and social way to communicate (like a Facebook wall) and contribute to incidents and other events – i.e. beyond those simply on the escalation path. This can also be used for knowledge sharing and also to present real-time knowledge content within incidents. The ‘NEO’ function provides advanced capabilities without the need for technical skills, and is based on a graphical interface for workflow, forms design, tables, and field and screen creation that is simple to administer – i.e. using drag and drop. Development of the presentation layer for IT or departmental customers is supported by the NEO capability. EasyVista has built a range of widgets, such as charts, navigation, dashboard components, and HTML widgets, as well as provided access to a range of other web widgets from the likes of Google, Twitter etc. These widgets can be used to easily build Service Apps like CIO dashboards or Service Catalogs, enhancing functionality and integration of processes.

Reporting and monitoring are available with user-defined dashboards – i.e. that can include standard widgets as already mentioned. This could be further developed to provide more pre-canned templates and standards offerings to clients. EasyVista has strong language capabilities with 12 core languages available across a single meta-data structure – therefore global implementation can be effective across a single platform. EasyVista also provides a robust network of data centers across EMEA, the US and Singapore to provide continuous business continuity. There is also an extensive and effective global knowledge community sharing product information and guidance.

Languages available:

  • Bosnian
  • Brasilian
  • Catalan
  • Chinese (Traditional)
  • Chinese (Simplified)
  • Dutch
  • English (UK)
  • English (US)
  • French
  • German
  • Italian
  • Polish
  • Portugeze
  • Spanish

The vendor is expanding and recruiting to support its current growth and sales success. This is part of a continuing development plan to consolidate and build on an improving market position, and challenging enterprise vendors on price and flexibility, whilst still offering a full set of functionality plus innovation in the product that has been built as a native cloud-based system.

Revenues have grown from $11.5M (2010) to over $20M in 2013, with recurring revenue accounting for over 70% due to its SaaS customer base. The stock price has accordingly quadrupled (from $10.00 to $40.00) over the last year.

The vendor has been operating in the mid-market for several years and is now successfully engaging more with the enterprise market, where there may be more requirements from customers to deliver project and consultancy-based services. At present EasyVista have a global network of (40) implementation partners – with a majority of sales being made direct (95% direct in US, 50% direct in EMEA). Corporate resources are therefore focused on development, and sales and marketing, and less on implementation – this may need to be revised with more demanding enterprise-sized customers.

The challenges for EasyVista are in maintaining its focus on innovation, quality installations and client success, whilst also growing its market share and delivering successful implementations in new vertical and horizontal markets. This is recognized by the company with a recruitment programme and a renewed growth plan in the UK, which was consciously left alone some years ago when the focus was on building market share in the US and continental Europe. At that time the UK ITSM market was seen as stagnant, but there is now renewed interest in this market for replacement solutions following new innovations and the impact of disruptive (Cloud/SAAS) commercial models. EasyVista were left exposed in the UK and are now working to recoup some position in this market – however in future there may be issues in other areas if resources are stretched across multiple geographical markets and levels of the IT/ITSM market.

Delivery of sales message (which is seen to be good) and the ability to deliver to a new market area (enterprise) are also seen as major challenges – along with the ability to consolidate and maintain growth. The product set is comprehensive and possibly complex at first sight, therefore the ITSM Review recommends that EasyVista aligns its message (simplicity and business focus) with its overall presentation of the modules and areas of the product. The three product areas – Service Manager, Service Apps and Click2Get – plus the Neo function, sit over the ITSM modules with different pricing structures and this can initially look at odds with the company’s ‘simplify IT’ message, although we understand the pricing is very competitive. Whilst there are some corporate and delivery challenges, the product provides a comprehensive solution, is well positioned, and the pitch plays well to a market hungry for savings, simplicity and new ways of working.

On a comparative level with the upper mid-market and also at an enterprise level, the product-set has good functionality and offers innovation and a user-friendly operation. Development has been applied to the use and usability of the product and this should reduce the need for extensive consulting and implementation services. However there is always a need for implementation guidance and support for less-mature organisations. This is a gap and opportunity for EasyVista to provide more value-added services to support these clients’ implementations.

Overall, EasyVista is an excellent offering for customers/buyers who are mature, know what they want from ITSM (particularly in some key areas like Service Catalog and Asset Management), and are able to implement this mostly themselves.

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Key Capabilities

EasyVista is an integrated solution that covers IT Service and Asset Management. The modules provided are:

  • Service Operation: Incident, Problem, Service Request and Event Management. This module addresses core service desk functionality.
  • Service Transition: Change, Knowledge and Release Management. This addresses the ability to manage the entire lifecycle of Change records and how they relate to Releases in the CMDB. Additionally the knowledgebase is managed in this module allowing the management and subsequent publication of knowledge articles to technical and non-technical users.
  • Service Strategy: Financial areas such as Budget Planning/Control, Procurement, Charge Back, IT Costing etc. are provided by this module allowing customers to have fiscal control over all aspects of IT delivery.
  • Service Design: The management of SLAs/OLAs, Continuity Plans, Availability Targets, Catalog content etc. is managed in this module, providing the ability to create and manage all of these aspects ‘codelessly’ and quickly.
  • Asset Management: provides full financial lifecycle Asset Management for all assets as part of the core solution. This includes all aspects of Asset Management including request, order, delivery, contract, budget, loan, repair, depreciation etc.
  • Extended CMDB: The extended CMDB module provides a fully graphical interface for viewing and analyzing the relationships between CIs and ultimately assessing impact.
  • Business Relationship Management: This covers the areas of Self-Service Portal, Social IT, and Mobility, allowing customers to interact with all product areas in a variety of different ways.
  • Continual Service Improvement: A built-in, proprietary reporting engine providing Analytics, Dashboards, and Standard Reporting.
  • Business Process Management: Automated Workflow Engine, Business Rules Engine, and pre-defined Business Wizard Accelerators. These areas allow customers to build their own processes, automate workflow, and streamline their day-to-day tasks with no coding required.

These functions are presented in tabular form and generally follow the ITIL v3 lifecycle structure. The building of forms and functions (events, escalations, SLAs, validation approvals etc.) into processes can be done simply using a consistent graphical workflow tool – this can incorporate (e.g. Google) ‘widgets’ as required and can also simply be amended using ‘drag and drop’ functionality. As such, creation of ‘standard’ ITSM processes is simple, intuitive and extensive, based on a turnkey set of processes in the product-set – i.e. capable of delivering to a high level of complexity and detailed functionality for SME and enterprise requirements.

Key functions observed:

Incident Management – extensive, flexible form creation, escalations, tracking and filters, user-defined workflow, and knowledge integration.

Problem Management – as above, plus integrated reporting.

Change Management – includes the ability to use ‘discussion threads’ to manage approvals via social-lie interfaces.

Service Catalog – comprehensive functionality, well-presented multi-view and graphical representation of services and CMDB links. Good use of service ‘bundle’ approach – i.e. grouping of components together to build supply chain of IT services.

Service Level Management – extensive and capable of managing multiple levels of SLA, availability of services etc., plus ability to manage and track nested OLA timeframes within SLAs.

Asset Management – high level of specification and capability, particularly around financial management, depreciation, residual value etc.

Knowledge Management – using ‘widget’ plug-ins can bring a variety of options for presenting and managing associated knowledge articles.

Reporting – dashboards shown with the potential for extended functionality and flexibility. Vendor could develop more ‘templated’ report and dashboard content to enhance presentation.

Go-to-market Strategy

EasyVista’s sweet spot target clients:

Staff 2,000 – 20,000
IT Staff 25 – 600
Nodes 10,000 – 200,000
IT Maturity Medium – High
Market level Mid/upper mid-market and Enterprise, some F500Vertical and horizontal – no sector focus
Challenges Cost, Total Cost of Ownership (TCO), global multi-language, need for flexibilty and ease of use

Regional focus:

  • Significant investment in the USA – Past 2 years has seen 100%+ growth per year
  • Continued expansion in EMEA – Past 2 years has seen 20% growth in a tough market
  • Tactical investment in APAC
  • Planned expansion and increased investment in the UK planned for late FY14

Channel Focus:

  • USA – 95% direct sales. 70% direct services and 30% through strategic partners.
  • EMEA – 50% direct and 50% indirect.
  • 40 fully accredited partners with 280 certified engineers worldwide.

Features delivered as part of the standard offering:

Service Manager, Asset Management, Service Apps and Click2Get are licensed independently. SaaS customers can obtain a product called myEasyVista, which is SaaS performance and administration portal – this is included in the SaaS subscription.

Service manager is sold with full functionality (all processes / and capabilities)

  • Incident Management
  • Problem Management
  • Availability Management
  • Service Asset and Configuration Management
  • IT Service Continuity Management
  • Service Catalog Management
  • Service Level Management
  • Service Portfolio Management
  • Request Fulfillment
  • Knowledge Management
  • Change Management
  • Asset Management

Licensing and Payments:

  • On premise = Concurrent
  • SaaS = Named or Concurrent

Range of project values for a typical installation:

  • SaaS: $75K/year – $300K/year
  • On Premise:  $100K – $500K

Annual maintenance and support cost:

  • 20% of On Premise software sale price.
  • 6 – 10 weeks average implementation time.

Key Reference Customers

OTD

Innovation, quality performance, integrity and teamwork – One Touch Direct is a premier call center service company and leader in developing customized direct marketing strategies. They specialize in developing integrated direct response marketing programs supported by state of the art call center services. OTD is based in North America, employs over 2000 team members and offers call center support in English, French and Spanish.

Domtar

Domtar-Centralizing IT Worldwide – Domtar was founded in 1848 and has grown from a widely diversified organization to an industry leader focused on paper manufacturing. The 1990s and the early 2000s were years of significant expansion, including the acquisition of Ris Paper Company Inc. and Georgia Pacific paper mills.

Expro

Expro delivers a true global SaaS ITSM solution in weeks with EasyVista – Expro is a world leader in well flow management technologies with core and more specialized services assisting customers to measure, improve, control and process flow from their wells. Expro’s expertise extends across the lifecycle of a well, reinforcing their ability to help customers achieve their goals – from Exploration & Appraisal through to Abandonment. Expro operates in all the major hydrocarbon producing areas of the world, employing more than 5,000 people in 50 countries.

Case studies available from these customers.

Geographical Coverage

Direct Presence Geographical area:

  • USA
  • Canada
  • UK
  • France
  • Germany
  • Spain
  • Portugal
  • Italy

Vendor Profile – In their own words

“We recognize the IT landscape we live in and therefore the ITSM requirement to our customers has radically changed. ITSM is no longer just about looking after the employees IT equipment and services, but also about how IT can build non-IT centric services and applications that improve your employee and business unit’s function, efficiency and service to the ultimate end customer.

Today’s ITSM challenge comes from these two ‘customer needs’ but also, the fundamental shift in the way we build IT. The number of systems we use directly or indirectly to transact business with our customers is x50 higher than it was just 3 years ago. All of this data and all of the new communication channels needs to be harnessed and coordinated to provide Service and SupportYet the current platforms that provide the service and support were built for a different age. They may support social, cloud and business analytics – but the hard way. Hard wired, ridged and very costly to administer, change and integrate.

IT is now at a pivotal moment in its corporate career. One that could transform the organization and make rock-stars out of IT leadership. The days of big, highly integrated, proprietary and complex platforms are dead. We live in the age of the web. The next generation of service and support will harness web architectures and services into a harmonious and dynamic service.

We would like to introduce you to a New Way. The Easy Way.

  • An Agile Web Service and Support Customer User Interface Engine.
  • An Agile Web Service and Support Workflow Engine.
  • An Agile Web Service and Support Asset Management Engine.
  • An Agile Web Service and Support Integration Engine.
  • With ‘Dynamic Orchestration’ – Not manual hard wired integration.

All codeless, and all joined up.”

Screenshots

Further resources

Contact details

www.easyvista.com

Phone: +1 (888) EZV ITSM

 

EASYVISTA

Summary

Strengths Weaknesses
Simple yet powerful customer presentation layer Limitations on vendor implementation capacity
Comprehensive ITSM functionality – good Service Catalog capability May need to develop more/new capabilities and project services for larger enterprise clients
Cradle to grave Asset Management – extensive financial capability Recent core focus on US has slightly hindered UK presence to date behind, however we understand that this is being addressed
Intuitive user-friendly workflow – NEO capability for tech-free design and admin Reporting capabilities and templates could be improved
Strong multi-language offerings
Impressive recent financial growth

Disclaimer, Scope and Limitations

The information contained in this review is based on sources and information believed to be accurate as of the time it was created.  Therefore, the completeness and current accuracy of the information provided cannot be guaranteed.  Readers should therefore use the contents of this review as a general guideline, and not as the ultimate source of truth.

Similarly, this review is not based on rigorous and exhaustive technical study.  The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology.

This is a paid review, that is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge, without registration.

For further information, please read our Disclosure page.

Technology Review: Solarwinds Web Help Desk (WHD) V 12.1

solarwinds-inc-logoThis is an independent review of Solarwinds Web Help Desk, reviewed in March 2014.

AT A GLANCE

A global leader in the market of service automation software and remote management
SolarWinds mission is to provide purpose-built products designed to make IT professional’s jobs easier.

This review takes a look at the core capabilities, the route to market, competitive strengths and weaknesses, product development roadmap and market reach of SolarWinds Web Help Desk (WHD) V 12.1, which was released in January 2014.

Available as both self-hosted and SaaS (through their partner Loop1) SolarWinds WHD has an intuitive browser-based user interface with customizable forms, easy to create rule-based workflow and integration with many network and application management tools.

SUMMARY OF KEY FINDINGS

Strengths

Weaknesses

Easy installation and deployment  Separate Change Management area needed
Consistent look and feel with other SolarWinds products   No Release Management
Easy scalability   No graphical representation of asset relationships
125,000 strong user community   No Service Catalog

PRIMARY MARKET FOCUS

Although encompassing a broad range of industries and sizes of organization, SolarWinds WHD is popular in the Education sector and with SMB’s.

70% of SolarWinds customers are currently based in North America but purchase is being made in both EMEA & APAC.

With several products that fit into the ITSM space, namely Dameware Remote Support, Patch Manager and Mobile Admin, SolarWinds are now actively promoting these together and plan to offer bundled sales packages.

ANALYSIS

Named as Forbes Best Small Company in America in 2012, SolarWinds provides a wealth of network and system management tools including over 30 free offerings.

In 2012 SolarWinds made the logical move to add a ticketing tool to their product portfolio by procuring Web Help Desk, at the time their seventh acquisition since 2011.

Products are grouped into the following categories:

  • Application and Server Management
  • Log and Security Information Management
  • IT Alert and On Call Management
  • Network Management
  • IT Help Desk
  • Virtualization Management
  • Storage Management
  • Database Management
  • File Transfer

The company has headquarters in Austin, Texas and operates out of a growing number of worldwide regional offices (eight at the time of writing).

SolarWinds community, Thwack, has over 125,000 users worldwide who collaborate and share.  As a result with a little searching you can find a Knowledge Base article or forum post with the answer to almost any question you may have.

With advanced and well integrated suites within almost every aspect of IT Management this competitive differentiator means that they are a good fit for network support heavy IT Departments wanting to track tickets and assets with the minimum of fuss.

Fully customizable forms make fitting the tool around your processes much easier than with some others.  It’s surprisingly easy to define complex rule-based workflow meaning that no matter how obscure some of your processes are, with careful consideration and time spent on Thwack you’re sure to find a way.

Native asset discovery and integration with 3rd party software platforms for asset discover and asset management.  This together with the Parts area of the tool which helps to catalogue spares such as keyboards, mice, etc. should help to ensure that even the most controlling of Asset Managers are happy.

Most current competitors offer some kind of integration to third party discovery/event management tools but not to the extent or with the ease of SolarWinds WHD and are often accompanied by extended consulting engagements. With the right marketing SolarWinds with their cost effective tool and highly integratable portfolio should climb the ITSM tool vendor ladder swiftly.

The Self Service portal along with the Tech area contains a reservation desk to check in or out assets and warranty and lease alerts are configurable to ensure vendor maintenance contracts are maintained.

SolarWinds WHD has the ability to easily scale to the largest of organisations whilst still maintaining the ease-of-deployment and use that has made SolarWinds among the most popular vendors for the mid-market.

SolarWinds WHD is an excellent entry nearing mid-range Service Desk tool.  However with the development of Change Management/Release Management this would raise the profile of the tool considerably.

Like Asset Management, Change Management is not an area usually dealt with by the Service Desk Analysts and as such I believe it warrants it’s own area separate from tickets.  A dedicated Change calendar would also be useful with the ability to set blackout schedules.  This combined with some degree of Release Management, even if basic, would open SolarWinds to a much larger audience.

SolarWinds face the challenge of educating the market of their new capabilities in ITSM in a market crowded with competitors. However, they face these challenges with an already huge existing user base and from a position of proven track record in the IT Management sector.

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KEY CAPABILITIES

The table below shows the key capabilities of SolarWinds WHD

Tickets
  • Eases migration by importing tickets from legacy ticket systems
  • Enables configuration of multiple tiers and groups of IT staff and assignment of triage and escalation tasks to tiers and groups
  • Includes easily-customizable and dynamic ticket forms with unlimited custom fields
  • Simplifies ticket organization by allowing linking of unlimited incident tickets to a single problem
  • Dynamically routes and assigns help desk tickets to a specific technician or group of technicians
  • Each ticket’s processing sequence is time stamped and user tagged, including system updates and automation decisions
  • Automates load balancing of ticket assignment

 

Asset Management
  • Easy to build parent/child relationships between assets
  • Shows software licensing distributions across network, including how many license keys of a particular software are in the field versus ready for assignment
  • Calculates warranty and lease end dates based on purchase order information
  • Tracks by asset type, status, location, manufacturer and model
  • Enables you to manage who uses what by associating an end user with a specific asset or group of assets
  • Associates end-users to service requests or incident tickets with a specific asset or group of assets
  • Provides a running history of all service requests for a given asset
  • Allows end users to select their current location and then provides a list of all assets in that specific location for easy asset identification
  • Asset discovery data from any source can be scheduled to import regularly or on-demand
  • Includes a Reservation Center that allows end users to request a designated check-out time and date range for a specific asset
  • An overdue alert system easily identifies lost or stolen inventory

 

Change Management
  • Enables association of service request types with approval and change processes
  • Approvers can approve or deny directly from email or via the web interface
  • Supports individual voting and voting by panel
  • Approval processes can be simple or complex as needed, from a one step sign-off to multiple levels of succession
  • Approvers can be configured based on roles, ensuring the request is addressed by the appropriate individual based on location, department and position

 

Knowledge Base
  • Enables you to query a knowledge base article that resolves a request and inject a hot link to a FAQ or tool tip into the trouble ticket note
  • Offers related FAQs and tool tips to end users as they submit a service ticket
  • Supports embedded videos and file attachments
  • When technical knowledge base articles are intended primarily for internal use or reference, SolarWinds Web Help Desk can organize your knowledge base articles and flag visibility to the departments of your choice
  • Enables you to grow your knowledge base organically by letting your IT staff easily submit common ticket resolutions as potential knowledge base articles for internal or external public consumption
  • Automatically flags each newly submitted article as “unapproved” requiring final approval from your knowledge base manager before becoming visible

 

GO-TO-MARKET STRATEGY

Founded in 1999 SolarWinds have grown year on year and provide over 50 IT management tools in their portfolio.

SolarWinds sells it’s products through an inside sales model and through channel partners all over the world.  Rather than involve consultants, potential SolarWinds customers are encouraged to self evaluate for a period of 30 days and visit the user community, Thwack, to witness the sharing and support that take place.

With a good solid grounding in the network, systems and application management arena the move into the Service Desk area completes a very comprehensive set of IT tools.

With the consistent look and feel of the SolarWinds products WHD will

It is estimated that the average user now deploys 2.5 of the main product groupings.

SolarWinds WHD is licensed per user/technician in a perpetual licensing mode which is scaled down as users are added.

Prices start at $695 per user and scales down as users are added.

Business Partner Summary

Key Business Partners
  • Loop1 (Loop One)

Market Penetration

Number of customers on maintenance 4,000+
Typical Customer
  • Small-medium business
  • Based in North America
  • Late adopters

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IMPLEMENTATION

Typical Installation

Installation of SolarWinds WHD is fast and straightforward taking anything from 10 minutes to a few hours to set up depending on the complexity of importing/migrating configuration data such as tickets, locations, request types, FAQ’s etc.

SolarWinds WHD can be implemented/deployed using only internal staff and typically can be dealt with by one technician/engineer.

Full installation requirements (please note this is not the case for evaluation installations):

Software Requirements
Operating System
  • Windows Server 2003 32/64-bit, Windows Server 2008 32/64-bit, Windows Server 2008 R2 64-bit, Windows Server 2012 32/64-bit, Windows Server 2012 R2 32/64-bit
  • Recommended for installations with more than 20 technicians, Windows Server 2003, 2008 or 2008 R2, and 2012 64-bit OS .

 

Web Console Browser
  • Chrome 30, 31, and 32
  • Firefox 24, 25, and 26
  • Internet Explorer (IE) 8, 9, and 10
  • Safari 5 and 6

Note: Chrome v32 and Mozilla v26 are the latest versions of those browsers tested with WHD 12.1.0. Because Google and Mozilla release new versions of their browsers so often, testing WHD on the very latest browser is not always possible. It is likely, however, that WHDv12.1.0 will work with Chrome and Firefox releases newer than those it has been tested on.

Hardware
  • CPU Speed – Dual Core 2.0 GHz or faster
  • Hard Drive Speed – 20 GB
  • Mac Architecture – 64-bit Intel
  • Memory – 3 GB (add 1 GB for every 10 additional technicians/engineers)
  • Application Ports – 8081 (or alternate browser port), 1433 (SQL)

The installer configures the application and the optional embedded PostgreSQL database automatically.  A setup wizard walks the administrator through initial configuration steps.  It is suggested that you run the SolarWinds WHD application and external database on separate servers for optimal performance.

As an alternative to Windows, Mac, and Linux installer applications, a Linux-based virtual appliance is also available.

To fully benefit from all features, WHD requires configuration (e.g. email, Active Directory/LDAP connection, Asset synchronization etc.) however it is possible to use it almost instantly by using web UI to raise tickets, auto-creation of users and the Free version requires very little configuration and is basically a straight-out-of-the-box solution for very simple use.

Time to Value

The short time required to install SolarWinds WHD together with the ease of use, scalability and minimal manpower costs for deployment suggests a rapid ROI.

Resources Required

As with all ticketing systems the tool is only as good as the information inputted.  Ongoing maintenance and data verification will be required especially with regard to Knowledge Management and Asset Management.

Scalability

The application is implemented as a J2EE servlet running under Tomcat, with JDBC connections to a relational database that can run on a separate server or cluster. (Comes bundled with an optional embedded PostgreSQL database. MySQL and SQL Server are also supported.) Additional servlet containers, running on the same or separate nodes, can be configured as needed. For most SMB customers, the application’s caching mechanisms facilitate scaling to increased performance requirements by simply allocating additional memory, without requiring additional hardware nodes. For larger customers, a common configuration separates background daemon processes such as asset discovery and e-mail processing onto a second server, which can be set up using the standard application installer

PRODUCT ROADMAP

SolarWinds have several directions in which they plan to further grow Web Help Desk

  • Provide tighter integration with other SolarWinds products, particularly Orion based, to provide streamlined problem resolution and the remote support product, Dameware
  • Enhance the reporting capabilities to provide data that will help customers understand and foresee issues for greater IT control.
  • Further develop configurability and ability of Web Help Desk to adapt to the customers processes
  • Enhanced project management capabilities

The next product release is tentatively scheduled for September 2014.  There are usually 1 major and 1-2 minor releases per year.

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PRODUCT PORTFOLIO

  • Server and Application Monitor
  • Virtualization Manager
  • Storage Manager, Powered by Profiler
  • Patch Manager
  • Log and Event Manager – Affordable SIEM
  • Web Performance Manager
  • Web Help Desk
  • Dameware Remote Support
  • Dameware Mini Remote Control
  • Serv-U Managed File Transfer Server
  • Mobile Admin
  • System Center Extension Pack
  • Virtualized Application Performance Pack
  • Web App Monitoring App
  • Log and Security Information Management
  • Log and Event Manager – Affordable SIEM
  • Firewall Security Manager
  • Alert Central
  • Network Performance Monitor
  • Netflow Traffic Analyzer
  • Network Configuration Manager
  • IP Address Manager
  • User Device Tracker
  • VoIP and Network Quality Manager
  • Engineer’s Toolset
  • Network Topology Mapper
  • Database Performance Analyzer
  • Database Performance Analyzer – VM Option

COVERAGE

Head Office Austin, Texas
Regional Offices Utah, Colorado, Canada, Czech Republic, India, Singapore, Australia, Ireland

FURTHER RESOURCES

Website – http://www.webhelpdesk.com

Demo – http://www.webhelpdesk.com/download-demo/

VENDOR PROFILE

In their own words:

“Named by Forbes as one of the top 10 fastest growing technology companies, SolarWinds is improving the way IT management software is developed, priced, purchased, delivered, and used. At SolarWinds, we are fanatical about putting our users first in everything we do. We strive every day to deliver powerful functionality that is easy to use with one of the fastest and longest lasting ROIs in the market.

Our IT monitoring and management software is built for SysAdmins and network engineers who need powerful, affordable, and easy-to-use network and server monitoring software that saves time and simply gets the job done. Evaluating, buying, deploying, and using enterprise software shouldn’t be complex. IT management and monitoring software from SolarWinds is easy to try, buy, deploy and use. That’s unexpected simplicity.”

CONTACT DETAILS

SolarWinds Contact Details

Head Office 3711 South MoPac Expressway, Building Two, Austin, Texas 78746 P: 866.530.8100 F: 512.682.9301
Other Locations EMEA Headquarters Unit 1101, Building 1000, City Gate, Mahon, Cork, Ireland P: +353 21 5002900 F: +353 212 380 232APAC Headquarters Intec House, Level 22 – SolarWinds, 215 Adelaide Street, Brisbane, QLD, 4000 P: 1 800 090 386 F: +61 (07) 3319 6401Tulsa, OK 4111 S. Darlington Ave. Suite 500, Tulsa, OK 74135New Zealand Duckworths Building, 20-22 Munroe Street, Napier, New Zealand

Singapore 6 Temasek Boulevard #39-01/02, Suntec Tower Four, Singapore 038986 Tel : +65 6593 7600 Fax : +65 (0)6 491 5123

Dallas, TX 4040 McEwen Road, Suite 240, Dallas TX 75244

India Module 4, 6th Floor, Block A, SP Infocity, #40

MGR Salai, Perungudi
Chennai – 600 096, Tamil Nadu

Brno, Czech Republic Holandská 6/873, 639 00 Brno, Czech Republic

Post Falls, ID 510 S Clearwater Loop # 100, Post Falls, ID 83854

Lehi, Utah 2500 West Executive Parkway, Suite 300 Lehi, UT 84043 385-374-7000

SUMMARY

SolarWinds WHD is a good fit for SMBs and organizations in the Education sector with IT Departments heavily dependent on network monitoring and event management.

Strengths

Weaknesses

Easy installation and deployment   Separate Change Management area needed
Consistent look and feel with other SolarWinds products   No Release Management
 Easy scalability   No graphical representation of asset relationships
125,000 strong user community  No Service Catalog

Disclaimer, Scope and Limitations

The information contained in this review is based on sources and information believed to be accurate as of the time it was created.  Therefore, the completeness and current accuracy of the information provided cannot be guaranteed.  Readers should therefore use the contents of this review as a general guideline, and not as the ultimate source of truth.

Similarly, this review is not based on rigorous and exhaustive technical study.  The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology.

This is a paid review, that is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge, without registration.

For further information, please read our Disclosure page.