What users are saying about
Top Rated
91 Ratings
Top Rated
91 Ratings
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Score 8.9 out of 100
56 Ratings
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Score 6.4 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    7.7

    BMC Helix Remedyforce

    77%
    BMC Helix Remedyforce ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Expert directory

    N/A
    0 Ratings
    6.0
    60%
    5 Ratings

    Service restoration

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Self-service tools

    N/A
    0 Ratings
    7.9
    79%
    5 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.0
    60%
    6 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    8.0

    BMC Helix Remedyforce

    80%
    BMC Helix Remedyforce ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    9.0
    90%
    5 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    6.0
    60%
    3 Ratings

    Change management

    Atera

    Feature Set Not Supported
    N/A
    9.0

    BMC Helix Remedyforce

    90%
    BMC Helix Remedyforce ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Change calendar

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Service-level management

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Attribute Ratings

    • Atera is rated higher in 2 areas: Likelihood to Renew, Support Rating
    • Atera and BMC Helix Remedyforce are tied in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    9.0

    BMC Helix Remedyforce

    90%
    12 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    7.5

    BMC Helix Remedyforce

    75%
    4 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    8.0

    BMC Helix Remedyforce

    80%
    2 Ratings

    Implementation Rating

    Atera

    N/A
    0 Ratings
    7.0

    BMC Helix Remedyforce

    70%
    2 Ratings

    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.

    [BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
    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.

    • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
    • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
    • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
    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 ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
    • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
    • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
    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 Remedyforce

    Starting Price

    $6,790 per user/per month

    Editions & Modules

    BMC Helix Remedyforce editions and modules pricing
    EditionModules
    BMC Helix Remedyforce67.901

    Footnotes

    1. per user/per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    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.

    The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
    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.

    They care about your success.
    Read full review

    Implementation Rating

    Atera

    No answers on this topic

    BMC Software Inc.

    Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
    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.

    I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
    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.

    • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
    • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
    Read full review

    Screenshots

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