We performed a comparison between Atera and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."
"There are a lot fewer hardware replacements. Once people migrated from old style hard disks over to SSDs, you have things like hard disks filling up faster. So, I run a script to clear out all the waste, e.g., all the temporary files and downloads. A lot of our business runs through a custom web application that we built. This involves people downloading a lot of PDFs and Excel files, and not just having them sitting in folders. With Atera, I can just go through and clean the temporary files out."
"The most valuable features of this solution are automatic batch matching and unattended support access."
"I would say it's the number one tool for all ITMS."
"Atera has saved our organization money. We look at Atera as an extra employee that we only pay about $300 a month. This is incredible savings over having to hire somebody to do all the tasks that Atera performs for us."
"All of the features of Atera are valuable because they allow the customers to achieve their goals. It is easy to use, has good collaboration, and has zero maintenance."
"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."
"Pricing is definitely my favorite part of it. It is also extremely easy to use."
"Service Manager's best features are flexibility and customizability."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The solution is simple to set up."
"We can have all our requests and incidents registered in one system."
"It's pretty well-structured in modules."
"Technical support is pretty good."
"Its flexibility and ease of customization are its most valuable features."
"It's easy to scale."
"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."
"The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client."
"The chat solutions need improvement because we first need to connect to the customer. This needs to improve so that there is a particular feature that can provide support to customers even if they are not connected to a computer."
"I would like to see more mobile device management. iPad is a big one. I know they've been working on some of that. For me, it would be amazing if I could do tablet devices and even expand it to POS systems or the like. I know that a lot goes into that but I've seen it is an area they're looking at."
"There is definitely room for improvement with its automation capabilities."
"The billing module has a standard layout which is too limited for my needs."
"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."
"Having more freedom to perform identity access management would be great."
"I don't see anything lacking."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"The interface could be better."
"Service Manager would be improved with access to automation."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
Atera is ranked 15th in IT Service Management (ITSM) with 12 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. Atera is rated 9.2, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Atera writes "Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Atera is most compared with NinjaOne, Datto Remote Monitoring and Management, N-able N-central, Microsoft Configuration Manager and SuperOps.ai, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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