System Information Software

The only downsides I’ve run into are internal. The NinjaOne DoJo can be problematic because logins aren’t always accepted when using the same credentials as the traditional login portal. Beyond that, it’s hard for me to point to any other real negatives, especially since their team is very responsive about helping you find a solution or making you aware of solutions that already exist. Review collected by and hosted on G2.com.

They are solving the problems with Detection Gap, Update Anxiety, Endpoint Performance, and Audit Headaches. NinjaOne is solving my problem of fragmentation. By putting RMM, Patching, and Backups in one AI-enhanced "single pane of glass," it gives me back my time and significantly lowers my organizational risk. Review collected by and hosted on G2.com.

What I don’t like about ServiceNow IT Service Management is that it can feel overly rigid and process-heavy, especially for simpler tasks that don’t really need so many steps. Review collected by and hosted on G2.com.

ServiceNow IT Service Management solves the problem of scattered, reactive IT support by bringing all requests, incidents, and changes into a single structured system. Instead of relying on emails or informal communication, it standardizes how issues are logged, prioritized, and resolved, ensuring nothing gets missed and responsibilities are clear. It also introduces consistency through defined workflows and SLAs, which helps teams respond more predictably. For me, this means less confusion, faster resolution times, and a sense of reliability Review collected by and hosted on G2.com.

I don’t like that the data can’t be processed before it’s stored. Review collected by and hosted on G2.com.

User analytics is so important nowadays, and we have so many projects on the table right now. In the words of a CUS team member here: "I don't know how we've been working without logrocket all this time" haha. Review collected by and hosted on G2.com.

One thing I dislike about Atera is that some advanced features feel limited compared to more complex RMM platforms. Occasionally the interface can feel a bit slow when managing a large number of devices. However, overall the platform still delivers great value for the price and continues to improve with updates. Review collected by and hosted on G2.com.

Atera helps me solve the challenge of managing multiple clients and devices efficiently from a single, centralized platform. With it, I can monitor systems in real time, automate patch management, and provide remote support quickly without having to juggle multiple tools. As a result, downtime for my clients is reduced, my response times improve, and my overall productivity increases. It also makes it easier to scale my IT services in a more controlled way while keeping costs predictable. Review collected by and hosted on G2.com.

The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this. Review collected by and hosted on G2.com.

We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours. Review collected by and hosted on G2.com.

New Relic can feel complex for newcomers. The platform is powerful, but understanding all its dashboards, APM details, and configuration options takes significant time.

Many reviewers note that onboarding requires a noticeable investment, especially for teams new to observability tools. Review collected by and hosted on G2.com.

Lack of visibility into the customer journey

Problem:

E‑commerce teams often struggle to understand exactly where users encounter friction—slow product pages, checkout failures, or payment gateway delays.

How New Relic solves it:

New Relic provides end‑to‑end visibility of critical journeys like checkout and fulfillment, showing which technical issues directly impact revenue Review collected by and hosted on G2.com.

While Sentry is a powerhouse for error tracking, it still has a few friction points that can be frustrating for power users and growing teams.

First, alert noise and configuration fatigue are real risks. The sheer volume of data Sentry captures is a double-edged sword: if you don’t dial things in early, alert fatigue can set in fast. The default alerting rules can be overly sensitive and end up flooding Slack or email with “noise.” Getting those rules tuned so they reliably separate a critical system failure from a minor, handled UI exception takes a meaningful time investment, and the path to doing it well isn’t always intuitive.

Second, the UI has become increasingly complex as Sentry has expanded beyond error logging into Performance, Replays, and Crons. The dashboard can feel dense, and finding specific settings—or even just moving between “Discover” queries and “Issue” views—can be overwhelming for new team members. There’s also a steep learning curve to mastering the query language (Sentry Structured Queries) so you can consistently pull exactly the data you’re looking for.

Third, data volume and quota management can be a headache, especially around data truncation and sampling. To keep costs down, you often end up implementing aggressive sampling (for example, only keeping 10% of performance traces). The downside is that the one trace you need to debug a rare edge case sometimes isn’t there because it fell outside the sample rate. Balancing visibility with budget can turn into constant monitoring of “dropped events.”

Fourth, the SDK footprint can feel heavy. The SDKs are “plug-and-play,” but they aren’t invisible. In performance-sensitive frontend applications, enabling multiple Sentry features (like Session Replay and heavier breadcrumb tracking) can noticeably increase bundle size. If you’re optimizing for “Lighthouse” scores and millisecond-level performance, the trade-off between observability and site speed becomes an ongoing debate.

Finally, pricing jumps between tiers can be tough. The entry-level pricing feels fair, but moving up to “Business” or “Enterprise” can feel steep. Some advanced features—like certain SSO integrations or longer data retention—are locked behind higher-cost tiers, which can be a hard sell for mid-sized startups that need those security features but aren’t yet operating at “Enterprise” levels of data. Review collected by and hosted on G2.com.

Sentry addresses the critical “blind spot” between code deployment and user experience by offering real-time visibility into production errors and performance bottlenecks that might otherwise go unreported. With features like **Session Replay** and **Distributed Tracing**, it helps break the “cannot reproduce” cycle by giving developers the exact sequence of events and the backend traces they need to pinpoint and fix bugs quickly. In the end, this supports teams by significantly reducing **Mean Time to Resolution (MTTR)** and helping maintain a more stable, high-performing product through AI-assisted root cause analysis. Review collected by and hosted on G2.com.

Some reports in the inventory area, especially those related to software, can still evolve. Expanding these analyses would provide a more complete set of information, facilitating the centralization of tools and improving IT asset control. Review collected by and hosted on G2.com.

Milvus has been fundamental for the continuous evolution of my support. Through dashboards, reports, and detailed monitoring of the services, I can identify patterns, map recurring failures, and act more strategically on the root cause of problems. This allows us to move from a merely reactive stance and work on neutralizing recurring incidents, increasing team efficiency, improving SLAs, and enhancing the quality of service provided to users. Review collected by and hosted on G2.com.

I wish that Helpdesk 365 is able to automatically assign a ticket to our "teams ticket" without having to manually assign it to an agent/supervisor/admin from our team before it moves to "teams ticket". At the moment I can see all the unassigned tickets as I am admin, but Helpdesk 365 is being used by 3 different departments/teams from our organization. There are tickets that are for HR (my team) in the unassigned tickets column, which cannot be seen in the teams ticket column unless I assign the ticket directly to one of the members of the HR Team. It was a bit hard, because we didn't know why the requesters are receiving all notifications related to their ticket, because the default is all yes. It stressed us out for a bit, because all emails sent to HRHelp email creates a ticket ID when we were used to just emailing HR Help to converse with our team who shares this inbox. Review collected by and hosted on G2.com.

Helpdesk 365 helps us organize and prioritize tickets, making it easy to see outstanding issues and allocate them to the right team members, enhancing our support system. Review collected by and hosted on G2.com.

What I like least about Better Stack is that some configurations can be a bit confusing at first, especially when you want to adjust alerts or delve into the logs. I also feel that in certain cases it could offer more customization options or integrations. It's not critical, but these are details that could improve the experience, especially for more technical teams. Review collected by and hosted on G2.com.

Better Stack helps me primarily solve the visibility problem in my services. When you have multiple APIs and processes running, it's easy to lose sight of what's failing or where the bottleneck is. With Better Stack, I can centralize logs, monitoring, and alerts, which allows me to detect problems much faster and take action without wasting time investigating in different tools. This ultimately translates into less downtime and better stability in my applications. Review collected by and hosted on G2.com.

Sometimes the website will just not load, and I have to wait quite a few times. Also, Metric Explorer sometimes crashes if it has a tad bit more data to share. Review collected by and hosted on G2.com.

I use Coralogix for monitoring logs, alerting, and tracing, enhancing developer work and on-call team efficiency. It also optimizes costs with the TCO optimizer and integrates seamlessly. Review collected by and hosted on G2.com.

Reporting could be better. I wish we had more control over some of the automated reports and the notifications that go out (I'd like to update some of the messages). More integrations to outside software would be great (like Microsoft projects). Resource forecasting is a challenge with current functionality. Review collected by and hosted on G2.com.

Autotask allows us to use 1 tool for multiple areas and departments. That is the biggest benefit. Even though there are some other tools that might work better for Delivery teams (for example), having everything in 1 system is more beneficial. Review collected by and hosted on G2.com.

Freshservice has been constantly evolving, with new features being released frequently. The AI functionalities are promising, but we are still maturing their use to fully harness their potential in our context. Review collected by and hosted on G2.com.

Freshservice has been generating a lot of value for all areas of the company, and we are advancing in integrations and automations to further increase employee productivity and satisfaction. Review collected by and hosted on G2.com.

While Datadog is powerful and feature-rich, it can take some time to fully learn and configure for new users. Review collected by and hosted on G2.com.

Datadog helps us monitor all our systems, applications, and logs in one place. It helps reduce downtime and keeps our services running smoothly. This saves time, improves team collaboration, and gives us better visibility into our infrastructure. Review collected by and hosted on G2.com.

Unable to migrate between tenants without easily losing data.

AI tooling needs to be consistent across all areas of the product.

The user experience is inconsistent between the new experience and the classic experience.

The consumption-based charging model isn’t clear—for example, what a query actually costs in currency terms, or how it maps to a percentage of the annual commitment. Review collected by and hosted on G2.com.

Dynatrace enables business-grade visibility across the enterprise IT estate, connecting key business KPIs back to the infrastructure that supports those processes. This straightforward convergence of the business and technology worlds helps non-technical stakeholders understand the importance of their technology stack through an engineering-led approach, rather than relying on slideware. Review collected by and hosted on G2.com.

It can take a significant amount of time and effort to train new users on its advanced functionality and full set of features. In my opinion, it’s also noticeably pricier than other APM tools I’ve worked with. Review collected by and hosted on G2.com.

My experience with IBM Instana in our organization has been largely positive. Before deploying it, we struggled to identify performance issues quickly. Since implementing it, it has helped us resolve incidents faster and has also given us real-time monitoring capabilities, which makes it easier to spot and address problems as they arise. Review collected by and hosted on G2.com.

Initial setup can be complex, the UI could be more intuitive, and reporting and error messaging could be improved. Review collected by and hosted on G2.com.

ManageEngine Endpoint Central solves key challenges related to managing and securing endpoints at scale. It addresses problems such as inconsistent patching, lack of visibility into endpoint health, time‑consuming manual software deployments, and difficulty providing remote support to users.

By centralizing endpoint management, it allows us to automate OS and third‑party patch updates, deploy applications efficiently, monitor device compliance, and troubleshoot issues remotely. This has significantly reduced manual effort, improved patch compliance and security posture, minimized endpoint‑related incidents, and improved overall IT productivity. As a result, end‑user downtime is reduced and the IT team can focus more on strategic tasks rather than routine maintenance. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

The core observability features are strong overall, but there are still a few areas that could be improved. Real User Monitoring (RUM) and synthetic monitoring, in particular, feel fairly basic right now, and adding more capabilities in these areas would make the platform even more powerful. Review collected by and hosted on G2.com.

CubeAPM helps us address the challenge of monitoring multiple services and systems that were previously spread across different tools. By bringing logs, metrics, distributed tracing, and infrastructure monitoring together in a single platform, it gives us a more unified view of our applications. As a result, we can identify errors faster, trace slow API calls more easily, and debug issues across services with less back-and-forth, which improves our troubleshooting speed and overall system reliability. Review collected by and hosted on G2.com.

Not a lot not to like honestly. The reporting could be a bit more flexible, but that's really minor in the grand scheme of things. Review collected by and hosted on G2.com.

Our IT team was constantly buried in repetitive tickets — the kind of stuff that shouldn't require a human at all. Harmony basically took that whole pile off our plate. We're also scaling fast, and manually keeping up with onboarding, access requests, and offboarding just wasn't sustainable anymore. Now it all runs on its own, which means our team can actually focus on things that matter. Review collected by and hosted on G2.com.