ManageEngine Network Configuration Manager (NCM) is a multi-vendor network change, configuration and compliance management (NCCM) solution for switches, routers, firewalls and other network devices. NCM helps automate and take total control of the entire life cycle of device configuration management.
From a technician's point of view, it is extremely easy to create new work orders or tickets. It's also very simple to enter in data and keep track of the state of the ticket without taking too much time to keep it updated. I would love to see a cloud instance available to be able to make it a global installation as our company grows.
According to the experience that is gained by using ManageEngine Network Configuration Management, it is guaranteed that it surely helps to comply with PCI-DSS and other Basic Security Standards. Whether your routers and switches are on Cisco, Juniper, HP, Dell, 3Com, or any other model, still ManageEngine Network Configuration Management has them all.
Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.
The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.
It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.
If the developers can make the initial setup more simplified, it will be great. Due to the complexity of the initial setup and tweaking, it takes more time than the planned period.
I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product
ConnectWise was far more robust with a lot more customization, project management features, templates, and documentation. It tied into other software that we needed to do our jobs. The interface was cleaner, the software was faster, and users had an easier time. Oversight was also much better. That said, it was also far more expensive, and it was developed more for managed service providers and large companies than smaller enterprises like ours.
We selected manage engine based on preexisting relation with ManageEngine. Excellent support and large user community. Good documentations are available online. It has good NCM features which met our expectation.
