Beyond the ManageEngine Director’s “Facts”

by Shijaz Abdulla on 19.02.2012 at 19:49

I chuckled on seeing a response to my earlier post on the myths spread by a reseller positioning ManageEngine products.

The purpose of my earlier post on this unofficial blog was to discuss the antics of a misguided reseller spreading misinformation about our solution and not to compare with ManageEngine products, but soon I found the parent company themselves jumping the gun to make a defensive response on their official blog. Interesting!

I typically don’t believe in fighting wars in the blogosphere, nor do I have the bandwidth, but in this instance I will make a limited exception.

1. Standards of Business Conduct

At an organization like Microsoft with a global presence, we are committed to treating each other with respect. This includes respecting our co-workers, our partners, our customers – and our competitors. So you will not find me making vague, derogatory remarks about our competitor’s products such as “enterprise-gas” like they have:

“I agree, It’s absurd to compare ManageEngine products with a complete enterprise-gas (oops class) Datacenter/Private Cloud management Suite from Microsoft.“

Secondly, we are more interested in discussing real solutions to real customer problems on our blogs, and not the payroll of our competitors. So you will not find me making personal speculations on the size of their ITSM Director’s paycheck on this unofficial blog, let alone a company blog:

“…they think if they suffix a product name with “express”, SMEs will use them or a bunch of over-paid (partner) Tech advisors can steer SMEs towards them.”

Intimidation tactics? We are certainly above all that. Respect and honesty are some of our core values at Microsoft and determine who we are as a company.

2. Management Packs

Our management products are open and extensible. We believe in truly empowering our partners and helping them build on our solutions. This makes our solution stronger. The ability to write third party management packs enables the actual vendor of the hardware/software in question to create (and update) management packs tailor-made to manage their product. Our products, like most modern solutions are modular and gives the customers flexibility to choose what they need to install, instead of giving them a closed, monolithic solution that tries to encompass everything.

From their post:

“Microsoft, BMC, and HP play this framework and plug-in game”

Giving customers flexibility and custom management packs is a strength. In their post, they made it look like a bad thing.

3. Six parts of Service Manager

To prove that Service Manager is made of six difficult parts, the blog post pointed to this link, which shows our scalability and lists suggested hardware requirements for deploying Service Manager in an organization of 20,000 users, 40-50 IT Analysts, 5000 incidents per week and 1000 change requests/week!

And all the while, their blog post was ironically talking about SMEs. Service Manager can be implemented in as few as two servers and can be virtualized. For appropriate sizing of Service Manager implementations, use the sizing tool.

4. “Express” Products?

From their post:

When it comes to positioning the product for SMEs, they think if they suffix a product name with “express”, SMEs will use them or a bunch of over-paid (partner) Tech advisors can steer SMEs towards them.

We don’t have any “express” products in System Center. Get your facts right! This shows you have no clue about our solutions.

5. More FUD, Fine print? MOF? ITIL? ‘Easing the pain’?

The rest of their post is just a vague play of words to confuse the reader and is not worthy of a response. The overwhelming number of satisfied customers we have speak for itself. So I will leave it here for now.

More than 15 years of innovation in building Systems Management tools, backed by real-world experience in managing "real" datacenters

I believe that our success and strength is built on continuous customer feedback combined with best practices built from our experience in managing some of the largest datacenters in the world that run our online services such as Windows Live, Hotmail, Bing, Xbox Live, Windows Update to name a few – to put things in perspective, we manage over 364 million mailboxes on Hotmail, 4 billion search queries on Bing every month, over 5 petabytes of content served just during Christmas week on XBOX Live, over 600 million unique users on MSN, and more. It is also this kind of experience in IT Service Management that makes us the leader in bringing meaningful solutions to our customers’ datacenter.

Mythbusters: How a ManageEngine Partner spreads FUD

by Shijaz Abdulla on 14.02.2012 at 18:33

I was at an important customer this week who was seriously looking for an integrated solution to manage his infrastructure and implement a service desk solution.

A vendor positioning ManageEngine had apparently made their pitch to the customer before me. Not only did the vendor position ManageEngine, they also told the customer why he shouldn’t consider System Center from Microsoft.

Take a step back. Now here’s a representative from a ManageEngine reseller comparing their solution to a complete enterprise-class Datacenter/Private Cloud management Suite from Microsoft. The comparison in itself, in my opinion, is absurd.

OK, moving on.

The reseller also told the customer what questions to ask Microsoft to prove that our System Center solution is not up to the mark. Among the misinformation shared were:

  • Myth #1: System Center Operations Manager does not manage Linux and UNIX
  • Myth #2: Microsoft doesn’t have a Service Desk solution
  • Myth #3: Microsoft System Center does not manage non-Microsoft devices.

So I wield my pen.. err… keyboard.. once again, so that customers are not fooled by such accusations and to dispel the FUD (Fear, Uncertainty, Doubt) that they are feeding the unsuspecting customer:

  • Mythbuster #1: System Center Operations Manager does manage UNIX and Linux. SCOM helps you manage HP-UX®, Sun Solaris™, Red Hat® Enterprise Linux®, Novell® SUSE® Linux Enterprise Server, and IBM AIX server environments. [read more]
  • Mythbuster #2: Microsoft System Center includes a rich service desk solution called System Center Service Manager, which fully integrates with Configuration Manager and Operations Manager.
  • Mythbuster #3: Microsoft System Center 2012 helps you manage not only Windows devices, but also iOS, Android, and Symbian devices.

The reseller probably had limited knowledge about Microsoft products, or it was just plain ol’ BS. Smile Whatever it may be, I want customers to know that System Center is far richer in features and completeness of solution and is truly built for the enterprise, to manage end-to-end, from datacenter to desktop/mobile device, from hardware to application, across physical and virtual, across hypervisors (Hyper-V/VMWare/Citrix), across Windows and non-Windows. There exists not a more complete solution in the market today for Systems Management.

If you are a customer in Qatar and would like to know more, please contact me directly or reach me through your Microsoft account manager!

As with all posts on this blog, this post and all views expressed are my own and not those of Microsoft Corporation in the US or other countries. Read full disclaimer.