What users are saying about
Top Rated
92 Ratings
Top Rated
92 Ratings
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Score 8.7 out of 100
188 Ratings
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Score 7.6 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    8.0

    BMC Helix ITSM (Remedy)

    80%
    BMC Helix ITSM (Remedy) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.5
    85%
    45 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    32 Ratings

    Service restoration

    N/A
    0 Ratings
    8.0
    80%
    40 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.3
    83%
    44 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.7
    77%
    35 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.5
    85%
    44 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.5
    75%
    44 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    8.8

    BMC Helix ITSM (Remedy)

    88%
    BMC Helix ITSM (Remedy) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.3
    93%
    39 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.9
    89%
    39 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.1
    81%
    32 Ratings

    Change management

    Atera

    Feature Set Not Supported
    N/A
    8.2

    BMC Helix ITSM (Remedy)

    82%
    BMC Helix ITSM (Remedy) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.3
    83%
    43 Ratings

    Change calendar

    N/A
    0 Ratings
    8.3
    83%
    40 Ratings

    Service-level management

    N/A
    0 Ratings
    8.2
    82%
    42 Ratings

    Attribute Ratings

    • Atera is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    7.7

    BMC Helix ITSM (Remedy)

    77%
    51 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    9.0

    BMC Helix ITSM (Remedy)

    90%
    6 Ratings

    Usability

    Atera

    N/A
    0 Ratings
    6.5

    BMC Helix ITSM (Remedy)

    65%
    3 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    8.1

    BMC Helix ITSM (Remedy)

    81%
    18 Ratings

    Implementation Rating

    Atera

    N/A
    0 Ratings
    6.6

    BMC Helix ITSM (Remedy)

    66%
    4 Ratings

    Configurability

    Atera

    N/A
    0 Ratings
    5.0

    BMC Helix ITSM (Remedy)

    50%
    1 Rating

    Product Scalability

    Atera

    N/A
    0 Ratings
    8.0

    BMC Helix ITSM (Remedy)

    80%
    1 Rating

    Vendor post-sale

    Atera

    N/A
    0 Ratings
    7.0

    BMC Helix ITSM (Remedy)

    70%
    1 Rating

    Vendor pre-sale

    Atera

    N/A
    0 Ratings
    8.0

    BMC Helix ITSM (Remedy)

    80%
    1 Rating

    Likelihood to Recommend

    Atera

    For me, Atera has been a great tool that I added to my arsenal. I wanted something where I could manage my clients' Windows updates. As I used the software, I began to realize all of the various things Atera could do. Now it is a critical component of my business and I would not be able to properly function without it.
    Read full review

    BMC Software Inc.

    Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
    Read full review

    Pros

    Atera

    • Easy to deploy, both in general or to a specific customer.
    • Remote management tools that are in line with every other major solution out there.
    • Real-time alerts that allow for easy monitoring of vital systems.
    • Configurable threshholds on alerts so the system can be tuned to only notify when there is a problem according to certain metrics.
    Read full review

    BMC Software Inc.

    • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
    • Detailed Customization capability to fit the exact needs of the organization.
    • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
    • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
    Read full review

    Cons

    Atera

    • Ticket automation, more options to specific cases or conditions, and change client assigned to ticket, or be able to assign a ticket for the client without hassle of emailing them back or having to create a fake contact.
    • Include notes for client that are not file attachments, maybe integration with a cloud service like Google Docs or OneDrive.
    • Integration with other remote access tools would be helpful.
    Read full review

    BMC Software Inc.

    • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
    • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
    • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
    • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
    Read full review

    Pricing Details

    Atera

    Starting Price

    $99 per month

    Editions & Modules

    Atera editions and modules pricing
    EditionModules
    Pro$991
    Growth$1292
    Power$1693

    Footnotes

    1. Per Technician
    2. Per Technician
    3. Per Technician

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Unlimited devices & agents. No hidden fees. No contracts.

    Pricing Info

    BMC Helix ITSM (Remedy)

    Starting Price

    Editions & Modules

    BMC Helix ITSM (Remedy) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Atera

      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

      BMC Software Inc.

      We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
      Read full review

      Usability

      Atera

      No answers on this topic

      BMC Software Inc.

      At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
      Read full review

      Support Rating

      Atera

      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

      BMC Software Inc.

      The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
      Read full review

      Implementation Rating

      Atera

      No answers on this topic

      BMC Software Inc.

      Satisfied because I didn't have to do it!
      Read full review

      Alternatives Considered

      Atera

      We had tried Syncro, Naverisk, Pulseway - dollar for dollar stack for stack, Atera blew them out of the water. Atera is easy to use, easy to manage, has flourishing facebook and reddit groups for support and they update their knowledge bases daily. Their communication and support has been bar none.
      Read full review

      BMC Software Inc.

      The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
      Read full review

      Scalability

      Atera

      No answers on this topic

      BMC Software Inc.

      Again, always room for improvement, but a very stable product none-the-less.
      Read full review

      Return on Investment

      Atera

      • The lack of cost per unit is a great asset. Our team consists of two members who really use the product, and the cost being per member means we can have hundreds of machines and still only pay for two users.
      Read full review

      BMC Software Inc.

      • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
      • I really enjoy Smart IT as the tool of choice for our incident management team.
      • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
      Read full review

      Screenshots

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