Atera vs. ChangeGear Service Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Atera
Score 8.4 out of 10
N/A
Atera has harnessed AI to power their Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and automations platform—streamlining organizational IT management at scale with the proprietary Action AI™ solution. Atera's IT Copilot augments existing tech capabilities with AI auto script generation, ticket summaries, and recommended solutions. To learn more about Atera: www.atera.com Atera’s platform…
$159
per month per user
ChangeGear Service Desk
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).
$0
Per Seat per Month
Pricing
AteraChangeGear Service Desk
Editions & Modules
MSP - Pro
$129
per month (billed annually) per user
IT Department - Professional
$149
per month (billed annually) per user
MSP - Growth
$179
per month (billed annually) per user
IT Department - Expert
$189
per month (billed annually) per user
MSP - Power
$209
per month (billed annually) per user
IT Department - Master
$219
per month (billed annually) per user
ChangeGear Service Desk
Per Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
ChangeGear Cloud
Per User per Month
Offerings
Pricing Offerings
AteraChangeGear Service Desk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsUnlimited devices.
More Pricing Information
Community Pulse
AteraChangeGear Service Desk
Top Pros
Top Cons
Features
AteraChangeGear Service Desk
Application Performance Management
Comparison of Application Performance Management features of Product A and Product B
Atera
10.0
1 Ratings
40% above category average
ChangeGear Service Desk
-
Ratings
Virtualization monitoring10.01 Ratings00 Ratings
IT Asset Discovery10.01 Ratings00 Ratings
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
Atera
9.3
96 Ratings
28% above category average
ChangeGear Service Desk
-
Ratings
Remote monitoring9.195 Ratings00 Ratings
Network device monitoring8.183 Ratings00 Ratings
Activity Monitoring10.01 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Atera
8.9
95 Ratings
24% above category average
ChangeGear Service Desk
-
Ratings
Patch Management8.294 Ratings00 Ratings
Policy-based automation8.381 Ratings00 Ratings
Remote Access
Comparison of Remote Access features of Product A and Product B
Atera
7.8
1 Ratings
15% above category average
ChangeGear Service Desk
-
Ratings
Attended device access10.01 Ratings00 Ratings
Unattended device access10.01 Ratings00 Ratings
Mobile device access1.01 Ratings00 Ratings
Virtual device access10.01 Ratings00 Ratings
Multiple-display support7.01 Ratings00 Ratings
Multiple concurrent sessions9.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Atera
-
Ratings
ChangeGear Service Desk
6.4
2 Ratings
25% below category average
Organize and prioritize service tickets00 Ratings6.42 Ratings
Expert directory00 Ratings5.01 Ratings
Service restoration00 Ratings6.01 Ratings
Self-service tools00 Ratings5.02 Ratings
Subscription-based notifications00 Ratings6.92 Ratings
ITSM collaboration and documentation00 Ratings7.42 Ratings
ITSM reports and dashboards00 Ratings7.92 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Atera
-
Ratings
ChangeGear Service Desk
7.5
2 Ratings
9% below category average
Configuration mangement00 Ratings7.42 Ratings
Asset management dashboard00 Ratings7.01 Ratings
Policy and contract enforcement00 Ratings8.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Atera
-
Ratings
ChangeGear Service Desk
7.3
2 Ratings
14% below category average
Change requests repository00 Ratings8.52 Ratings
Change calendar00 Ratings6.92 Ratings
Service-level management00 Ratings6.52 Ratings
Best Alternatives
AteraChangeGear Service Desk
Small Businesses
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Score 9.4 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.3 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises

No answers on this topic

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Score 9.5 out of 10
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User Ratings
AteraChangeGear Service Desk
Likelihood to Recommend
8.5
(98 ratings)
9.0
(2 ratings)
Likelihood to Renew
9.5
(4 ratings)
-
(0 ratings)
Usability
8.9
(45 ratings)
8.0
(1 ratings)
Support Rating
9.0
(5 ratings)
-
(0 ratings)
User Testimonials
AteraChangeGear Service Desk
Likelihood to Recommend
Atera
Well Atera is a big platform with multiple features, I use Remote Session for Remote access and Scripting management for platform and application management in our network. In some cases if there is dependency on Driver version of hardware like network driver, I have also used Atera to push latest Driver to user machines which works like a charm. Atera is a really good platform.
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Serviceaide
1. What kind of service-levels are you looking to establish? 2. Are there other programs you are going to be using for other aspects of 'the job?' 3. How many employees are going to be needing access to ChangeGear? 4. Do you want a highly configurable product or something that will come out of the box pre-set? 5. Are you looking to keep track of equipment deployed to the customers you support?
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Pros
Atera
  • 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.
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Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
Read full review
Cons
Atera
  • 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
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Serviceaide
  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
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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
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Serviceaide
No answers on this topic
Usability
Atera
In the past, we would have to remote into the endpoint to see what was causing an issue. Now we can check the portal and get a very detailed analysis of what's going on the with user's system. In addition we can run scripts and open a command prompt of the user's system without having to remote into the system and disrupt the user.
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Serviceaide
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
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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.
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Serviceaide
No answers on this topic
Alternatives Considered
Atera
NinjaOne is a great platform but is simple overall versus Atera. Atera is so feature rich that it can be overwhelming at times but is worth the learning curve. Take time to go through the onboarding, reading the help articles, and even reaching out to support directly through the platform and you will make the most of all features.
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Serviceaide
Simpler and easier to implement.
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Return on Investment
Atera
  • 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.
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Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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ScreenShots

Atera Screenshots

Screenshot of Atera’s AI-powered solution.Screenshot of Atera's process automation.Screenshot of Atera's real-time monitoring, which gives visibility and control of the IT environment.Screenshot of Atera's ticketing, where users can deliver end-user support and issue resolution at scale.

ChangeGear Service Desk Screenshots

Screenshot of Dashboard - DarkScreenshot of Workspace - Staff daily work spaceScreenshot of Service Catalog - End User ViewScreenshot of Incident grid sorted