Likelihood to Recommend For small IT departments like mine, we need all the help we can get. The ability to build a Knowledge Base is great for sharing information with staff. We also needed a solution that was easy to get up and running. Atera is the only RMM that is priced by technician and price is a big concern when you work for a non-profit. I'm not sure how well suited Atera would be for a very large IT department.
Read full review HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
Read full review Pros Remoting in from anywhere, even on my phone or tablet, has enabled me to quickly diagnose, or even fully resolve, problems. The ticketing, once users are set up, is a breeze. It also keeps everything in one place for them. With Atera the need to travel on-site has been dramatically reduced. Read full review Capacity management like maintaining CI's and their relations is good. Approvals with HPSM is a cake walk and quite logical. There is no wait for troubleshooting or help, HPSM tech help is always there. Read full review Cons Some basic functions need some extra work Some basic things are behind paywalls Feature board is not credible. Ideas taking very, very long to implement Atera has no clear road map SNMP monitoring needs a make over and needs more options Read full review When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need. It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close. It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM. When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need. I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page. Read full review Likelihood to Renew As of right now, we have found nothing that can offer as many features as Atera does along with the affordability. They are doing monthly releases each month and not just making small changes (shared scripting library, chocolatey support, Install packages, Splashtop SOS support, Scheduled tickets to name a few). The uptimes are great and accessibility to the dashboard has yet to be limited. We are a happy customer and bordering on fanboy status now
Read full review Usability This has been a great platform to handle both service requests and device maintenance. Without it, we would have to do manual ticket creation through another platform that does not link with a RMM making the help desk inefficient and frustrating both Employees and the Executives of the company. The addition of AI makes all of this even easier!
Read full review Support Rating Atera support provides answers to my questions lightning fast. They have never left me feeling like I'm out there on my own. I can ask questions by email, or by chat, or by opening a ticket with them and they are always on it quickly. They also have a forum where other Atera users can help you if you need it, and you can also add feature requests via the forum.
Read full review Alternatives Considered Atera was the clear winner for us. The interface and tools were very easy to learn and setup. Atera's licensing incorporates good feature sets and value levels. Some of the other products were difficult to setup and lacked good flow between tools. The value proposition was also not as good.
Read full review [We selected HP Service Manager because] HPSM is reliable.
Read full review Return on Investment The intuitive user interface has enabled both users and support technicians to familiarize themselves quickly with the functionality, and the learning curve is less. Some features need to be accessed through documentation; they're not available directly on the dashboard. Sometimes, internet access plays a significant role, whereas low connectivity is a hindrance. Read full review We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly. Read full review ScreenShots