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)."It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."
"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 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."
"I would say it's the number one tool for all ITMS."
"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."
"The most valuable features of this solution are automatic batch matching and unattended support access."
"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 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."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"It can adapt to any process in the organization."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Service Manager's best features are flexibility and customizability."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"Customization could be improved."
"Having more freedom to perform identity access management would be great."
"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."
"The solution is scalable. However, in the past, we did have some issues."
"There is definitely room for improvement with its automation capabilities."
"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."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"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 user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"I don't see anything lacking."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
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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