We performed a comparison between Atera and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I really like the Shared Script Library and automation tasks which they have implemented... because all the Atera users in the community can share their scripts and their automation tasks knowledge. The same goes for the Shared SNMP Template Library."
"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."
"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."
"Atera has helped me to provide more accurate solutions based on a given problem. For example, we base our solutions on event scenarios, like the alerts. We identify that there's a series of problems occurring in a particular area from the information provided by the alerts."
"I would say it's the number one tool for all ITMS."
"The most valuable features of this solution are automatic batch matching and unattended support access."
"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."
"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."
"It is one of the most stable solutions in the market."
"The most requested feature from our customers is the helpdesk ticketing system."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I've used SCSM a lot, and its features are valuable."
"It is a simple solution that is easy to configure."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The reporting is very good."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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 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."
"The billing module has a standard layout which is too limited for my needs."
"I also use Apple Zoho, which does not require you to download anything. You can get help from Zoho. Atera, on the other hand, requires you to download an applet."
"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."
"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 solution is scalable. However, in the past, we did have some issues."
"The configuration could be easier."
"The user interface needs to be improved."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"We would like to see a web-based interface that works on mobile devices."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"The price of this solution is high and it needs to be cheaper."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
Atera is ranked 15th in IT Service Management (ITSM) with 12 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. Atera is rated 9.2, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Atera is most compared with NinjaOne, Datto Remote Monitoring and Management, N-able N-central, Microsoft Configuration Manager and SuperOps.ai, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Atera vs. SCSM report.
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