Fantastic Insight into the EUC Estate
What do you like best?
ability to capture real time data and then act upon it. Really powerful tool at L1 when looking at a single device and issues it is having. We are about to roll the tool out to 400 L1 agents. Also, very useful at L3 - using the Resolve tool engineers can utilise the black box funciton to really drill into the detail. We have also built dashboard for our IT directors which provides a 10,000ft view of the entire Windows 10 estate (125k devices across 850 sites, with 60k peeople working remotely). I also really like the dashboard builder tool, i am not a SQL developer and in the last few months i have quickly built the caability to build semi complex dashboard for stakeholders using the dashboard build tool. SysTrack is able to provide lots of data and insight that other tools are unable to do.
What do you dislike?
witnessed flaky agents on endpoints, i.e JET databases corrupting and losing all track of the device but i believe a lot of this is fixed in v9 of the software. If you are a big organisation with lots of custom configurations and views, things can get a little crazy with out you realising. For example we've had massive processing backlogs of data, without any flags appearing. We've also had issues with granting people access - SysTrack was not correctly doing the LDAP look up in AD to see that a user now has permissions to access. The only way to correct this issue was to restart the core services on the master server, which can take a good couple of hours. I am assured that much of these have been fixed in the laytest version of the software, as we are still using version 8.4
Recommendations to others considering the product:
Keep on track with your SQL footprint if you are using the on premise hosted instance. Some tables and views can get crazy big very quickly, which can cause issues.
What problems are you solving with the product? What benefits have you realized?
using it to solve a wide range of IT issues across L1, L2 and L3, mainly Windows 10 hardware. Specific incidents around slow boots times, SCCM failing to deliver packages, large profiles/recycle bins and more disk utilisation issues. Also used SysTrack to track applications errors/hangs on standard apps such as Teams, Excel & IE etc. Also been really useful to diagnose issues with assistive software applications such as JAWS, SuperNova and ZoomText. These are resource hungry apps and SysTrack cleary displays this to the engineer looking at the incident.
