We started off with Boxtone and moved to Zenprise, currently running BES 4.X. There is a web console available for Zenprise and Helpdesk/L1 level users are very pleased with the simply interface and troubleshooting that can be done from it. The thick client enables more advanced users to performace more troubleshooting for the entire environment. The biggest difference between Zenprise and Boxtone is the troubleshooting and the end-to-end monitoring. Zenprise tells you if there are issues with Exchange, DNS or AD etc that may affect your BB user base as Boxtone is purely a BB monitoring tool telling you issues when they come up, so no predictablity unless it is BES related only. Zenprise does both. The other thing is that Zenprise has a rich yet simple troubleshooting experience. It displays step by step troubleshooting guide in a flowchart manner with all related Microsoft/RIM KB or Article numbers and patches right from the console, complete with link and references. It tells you exactly what components or patches are missing/outdated in your infrastructure .. all relating to the health and performance of BB. Reports are better IMO as well although we dont do to much of that here. So we made the move from Boxtone to Zenprise and are pretty satisfied with the results.
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