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Atera vs ManageEngine ServiceDesk Plus comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.6
Automation Anywhere enhances ROI by reducing costs, improving efficiency, and delivering rapid results in less than a year.
Sentiment score
6.8
Atera boosts client satisfaction and reduces costs by automating tasks, extending hardware lifespan, and offering integrated features.
Sentiment score
6.5
ManageEngine ServiceDesk Plus boosts ROI with cost-effective solutions, improving asset management and efficiency for SMEs, while some await benefits.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
Vice President Delivery & Operations at Rezilyens
 

Customer Service

Sentiment score
7.0
Automation Anywhere's customer service is responsive and knowledgeable, but may face inconsistent response times and require persistent follow-ups.
Sentiment score
7.8
Atera's customer service is praised for its responsiveness, technical expertise, reliability, and effective multi-factor authentication and updates.
Sentiment score
6.9
ManageEngine ServiceDesk Plus support is praised for responsiveness but criticized for slow resolutions, needing faster, efficient service improvements.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
Their response time could be quicker.
Information Security Specialist at Arab Open University
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
Software Engineer at Galaxy Office Automation Pvt. Ltd.
They respond to emails based on time zone considerations.
Principal Engineer at a financial services firm with 1,001-5,000 employees
 

Scalability Issues

Sentiment score
7.4
Automation Anywhere is highly scalable and cost-effective, efficiently managing projects and supporting diverse industry automation with centralized control.
Sentiment score
7.3
Atera excels in scalability and versatility, managing endpoints efficiently, but users seek enhancements in ticketing and functionality.
Sentiment score
7.7
ManageEngine ServiceDesk Plus excels in scalability, supporting various organization sizes with simple expansion and high user growth management.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
It is trickier to expand across endpoints with Help Desk.
Information Security Specialist at Arab Open University
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
Vice President Delivery & Operations at Rezilyens
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Sr. Service Architect at NTT Security
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is praised for stability and reliability, with cloud versions improving consistency and strong customer support appreciated.
Sentiment score
8.1
Atera offers stable, reliable performance with minimal downtime, regular updates, and rare minor issues, enhancing user satisfaction.
Sentiment score
7.8
ManageEngine ServiceDesk Plus is highly rated for stability, despite minor bugs, with outages usually caused by external factors.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
We have not experienced any significant issues.
Vice President Delivery & Operations at Rezilyens
We have not faced any stability issues or challenges with this tool.
IT Director at a manufacturing company with 11-50 employees
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
 

Room For Improvement

Automation Anywhere's complexity, cost, and technical demands challenge non-tech users, requiring improved support and ease for smaller firms.
Users seek improved access management, enhanced mobility, integration, customization, better controls, and scalability in Atera's platform features.
Users criticize ManageEngine ServiceDesk Plus for its complex interface, limited customization, and inadequate integration, support, and pricing options.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
Some of the more advanced reports are locked behind higher pricing tiers, which feels restrictive.
IT Manager at Telstra
It would be beneficial to have an option to assign approvals to a user group or a variable.
IT Director at a manufacturing company with 11-50 employees
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
Sr. Service Architect at NTT Security
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
Principal Engineer at a financial services firm with 1,001-5,000 employees
 

Setup Cost

Automation Anywhere's pricing is seen as expensive for small businesses but justified by features for larger organizations.
Atera's per-technician pricing allows unlimited devices, offering cost-effective scalability and predictability, ideal for enterprise users.
ManageEngine ServiceDesk Plus offers flexible, cost-effective pricing with various licensing options, providing enterprise features affordably compared to competitors.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
Vice President Delivery & Operations at Rezilyens
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
It is not as expensive as ServiceNow, which has a very high cost.
Sr. Service Architect at NTT Security
 

Valuable Features

Automation Anywhere offers a user-friendly interface for efficient task automation with features enhancing productivity and seamless integration.
Atera offers powerful RMM, automation, and remote access features, with unlimited endpoints and AI Copilot for efficient IT management.
ManageEngine ServiceDesk Plus enhances efficiency and satisfaction with ITIL integration, automation, customization, reporting, and seamless application integration.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
Unlimited endpoints for a flat monthly fee per tech is a model that makes sense for us, since we are not paying more every time we add a new endpoint.
IT Manager at Telstra
We can run commands such as PowerShell, batch scripts, and implement automation.
Owner at Sytex Ltd.
The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
We have saved a lot of time through automation, which recaptured about 2,000 tickets per week.
Chief Executive Officer at a computer software company with 11-50 employees
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
Vice President Delivery & Operations at Rezilyens
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Atera
Average Rating
9.4
Reviews Sentiment
7.5
Number of Reviews
16
Ranking in other categories
Help Desk Software (11th), Network Monitoring Software (39th), IT Infrastructure Monitoring (39th), IT Service Management (ITSM) (10th), Remote Monitoring and Management (RMM) (5th), Patch Management (11th), AIOps (19th), Agentic Automation (8th)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
NC
IT Manager at Telstra
Remote monitoring has streamlined endpoint management and consistently reduced ticket resolution time
The best features Atera offers include the per-technician pricing, which is honestly one of the biggest things. Unlimited endpoints for a flat monthly fee per tech is a model that makes sense for us, since we are not paying more every time we add a new endpoint. The AI Copilot feature has been a nice addition that helps our techs summarize tickets and suggest fixes faster, which has cut our resolution times noticeably. The AI Copilot feature has specifically helped my team because the automation handles a lot of the routine work, such as patch deployments, maintenance tasks, and monitoring alerts. Atera has positively impacted my organization by transforming how our team operates day-to-day, and the pricing model is hard to beat. The outcomes or metrics showing how Atera has made a positive impact include the 30% reduction in ticket resolution time I mentioned earlier.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
Comms Service Provider
9%
Construction Company
9%
Educational Organization
9%
Manufacturing Company
7%
Manufacturing Company
9%
Construction Company
9%
Financial Services Firm
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business14
Large Enterprise1
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for Atera?
The prices have increased over time. After expressing concerns about pricing to account managers, they offered a 30% ...
What needs improvement with Atera?
Reporting is probably the main frustration. Some of the more advanced reports are locked behind higher pricing tiers,...
What is your primary use case for Atera?
My main use case for Atera is remote monitoring and management across all our endpoints. We have devices spread acros...
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
MSPs, IT consultants, and IT departments worldwide trust and use Atera. 
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Atera vs. ManageEngine ServiceDesk Plus and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.