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Loom Systems OverviewUNIXBusinessApplication

Loom Systems is the #4 ranked solution in our list of top Anomaly Detection Tools. It is most often compared to Moogsoft: Loom Systems vs Moogsoft

What is Loom Systems?
Loom Systems delivers an advanced AI-powered operational analytics platform to predict and prevent problems in the digital business. DevOps & IT teams use Loom for real-time detection and resolution for any type of application, including home-grown. Loom analyzes logs and metrics in all formats, performs smart correlations and root cause analysis to help organizations gain immediate into their environments. Loom stands alone in the industry as an AI platform requiring no prior math knowledge from its operators, leveraging your existing staff to succeed in the digital era. Getting started is easy - zero configuration and data pre-processing needed, so you can stream your data in its raw format.
Buyer's Guide

Download the IT Infrastructure Monitoring Buyer's Guide including reviews and more. Updated: October 2021

Loom Systems Customers
Citrix, Amdocs, Sysaid, Hexaware, Effibar, Revtrak, Taptica
Loom Systems Video

Loom Systems Reviews

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MathewMerrison
Technical Program Manager at a retailer with 10,001+ employees
Consultant
Top 10
Simple and very effective for developing and configuring apps with great integration capabilities

Pros and Cons

  • "You can develop your own apps within Loom, and they can be configured very simply."
  • "The discovery and mapping still takes a lot of human intervention, it's quite resource heavy,"

What is our primary use case?

We use Loom as a service desk solution for incident request changes, problem management and the like. It's not just service desk, it's an IT service management platform, primarily but it can also be used for asset management, or just as a static database. But it can also be integrated with a lot of other tools as well. It's usually used as an ITSM tool, but I know people have also used the security module. One of my customers also uses the HR module. I've implemented the solution numerous times. 

In my last installation there were 1,200 resolvers and 600 approvers on top of that. The solution is used mainly in medium to large enterprises. For small enterprise, I think it would be too expensive.

I'm a consultant and don't receive any financial benefit from recommending Loom and I also implement other service tools. It depends on what the client wants and the budget. If they have the budget, then my personal preference is ServiceNow's Loom. But I always have to put forward a minimum of five suggestions depending on functionality and cost.

What is most valuable?

The fact that it's a development platform is in itself a valuable feature. You can develop your own apps quite simply within it, and they can be configured very simply. I've only done a basic administrator course on it but I can configure it fairly easily for service desk, second line, third line incidents and request changes. When you start getting into things like change problems, configuration management, it becomes more technical and that's more difficult but it's relatively simple to configure. 

What needs improvement?

On the ITOM side of things, there could be improvement. The discovery and mapping still takes a lot of human intervention, it's quite resource heavy, especially in the initial setup which can take six months of work, especially when you have a large estate that you're dealing with. Making things a little bit simpler, less resource heavy would be good. There's not a lot else really that I would improve, other than pricing perhaps. It's quite expensive in comparison to other tools but I guess that's to be expected with the market leader.

For additional features I'd like to see automation within the work flows. It could also include more integration with other tools. There's a fairly big list of plug ins and play ons, but I would like to see that expanded. I'd like to see more tools like SolarWinds and other tools that are plug and play, rather than having to do a custom integration.

For how long have I used the solution?

I've been using the solution for seven years.

What do I think about the stability of the solution?

The out of the box platform is very stable. The only issues are when you start doing your own custom apps, sometimes you can have a little instability. But that's down to your own programming and coding. 

What do I think about the scalability of the solution?

The product is scalable, the licensing models are quite good. I think there's a minimum of 33 what they call high tool or resolvers. You can expand that or reduce that quarterly which isn't bad at all. 

Which solution did I use previously and why did I switch?

I've used numerous other solutions in the past. They include BMC Remedy, Cherewell, Axios Assyst, HP Service Manager Mind, Citrus Service Desk.

Some of these other service tools aren't quite as rigorous about the process implementation. Bringing Loom in ensures that the incident process, request process, change, all of these processes are improved. 

How was the initial setup?

Initial setup is not that bad. There are other tools out there that are easier to set up but ServiceNow is probably middle of the road for initial setup. It's the ITOM side of it instead of ITSM, where you have assets discovery and service mapping that is hard to set up, but the actual tool, as far as ITSM goes, isn't too bad. Service partners are almost essential for this kind of thing.

What other advice do I have?

My main advice would be to use an implementation partner. I've used quite a few and they've all been fairly good. I would also suggest to negotiate on license costs, there's always room for negotiation. Ensure that you have the resource availability within your organization, you can't just rely on an implementation partner to do it all for you. You need to ensure that your process owners, your service desk managers, second line, your resolved group managers, all of those have the availability to help with the implementation. If you don't have that, then the implementation might not be as good as it could be. 

I would rate this solution a 10 out of 10. It's wonderful. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
AN
Project Manager at a computer software company with 5,001-10,000 employees
Real User
Top 10
Stable and scalable with good features overall

Pros and Cons

  • "The solution is absolutely scalable. If an organization needs to expand it out they definitely can."
  • "The reporting is a bit weak. They should work to improve this aspect of the product."

What is our primary use case?

We primarily use the solution for service management.

What is most valuable?

We implement the systems, so I tend to use it around what's known as the SDLC.

The features, overall, are good.

What needs improvement?

I'm not sure if there's a specific feature the solution is lacking.

The reporting is a bit weak. They should work to improve this aspect of the product.

It would be helpful if the solution offered 3D graphics.

For how long have I used the solution?

I've been using the solution for three years.

What do I think about the stability of the solution?

The solution is extremely stable. We haven't experience bugs or glitches. There haven't been crashes that would make us worry about its reliability.

What do I think about the scalability of the solution?

The solution is absolutely scalable. If an organization needs to expand it out they definitely can.

The number of clients we have on the solution may be in the thousands.

How are customer service and technical support?

I've never personally been in touch with technical support. I can't speak to the level of service they provide.

Which solution did I use previously and why did I switch?

I don't have any previous experience working with other help desk solutions. I've only ever worked with this solution.

How was the initial setup?

The initial setup is quite complex. Normally, a company will need to have a unique desk specialist with ServiceNow skills.

What about the implementation team?

It's best to have this solution installed by consultants or integrators, due to its complexity and the fact there are unique skills needed to implement it correctly.

What other advice do I have?

We have a business relationship with Loom. We're a consultancy.

I'd advise other companies to make sure that they choose a very good consultancy partner to ensure that everything is implemented in the correct way.

Overall, I'd rate the solution nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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SS
Senior Program Manager at Alexander Forbes
Real User
Top 10
Stable and scalable but requires better change management

Pros and Cons

  • "The RFS portion of the solution is the product's most valuable feature."
  • "The change management within the solution needs to be improved. There needs to be more process automation."

What is our primary use case?

We primarily use the solution for ITSM.

What is most valuable?

The RFS portion of the solution is the product's most valuable feature.

What needs improvement?

The change management within the solution needs to be improved. There needs to be more process automation.

For how long have I used the solution?

I've been using the solution for five years now.

What do I think about the stability of the solution?

The solution is stable. We haven't experienced any bugs or glitches in the product.

What do I think about the scalability of the solution?

The solution is very scalable. A company wouldn't have any issues expanding it if they needed to.

We have a few thousand users on the solution.

How are customer service and technical support?

We've never been in touch with technical support so I wouldn't be able to discuss what they are like to deal with.

Which solution did I use previously and why did I switch?

We have previously used different solutions, however, it's been a few years, so I can't recall the actual names of the companies.

How was the initial setup?

The initial setup is very straightforward to implement. We didn't run into any complexities.

What about the implementation team?

We installed the solution with the assistance of consultants.

What other advice do I have?

We are currently using the latest version of this solution.

I'd advise other organizations considering implementing the solution to look properly at their integration. Make sure that the integration levels are respectable and looked at thoroughly.

I'd rate the solution six out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.