What users are saying about
Top Rated
92 Ratings
Top Rated
101 Ratings
Top Rated
92 Ratings
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Score 8.7 out of 100
Top Rated
101 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
    8.7

    Cherwell Service Management

    87%
    Cherwell Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.9
    99%
    49 Ratings

    Expert directory

    N/A
    0 Ratings
    8.1
    81%
    39 Ratings

    Service restoration

    N/A
    0 Ratings
    8.2
    82%
    32 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.9
    89%
    48 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.2
    82%
    35 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.4
    84%
    45 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    9.4
    94%
    48 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    9.0

    Cherwell Service Management

    90%
    Cherwell Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.3
    93%
    39 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    9.1
    91%
    38 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.6
    86%
    29 Ratings

    Change management

    Atera

    Feature Set Not Supported
    N/A
    9.5

    Cherwell Service Management

    95%
    Cherwell Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    9.3
    93%
    45 Ratings

    Change calendar

    N/A
    0 Ratings
    9.7
    97%
    41 Ratings

    Service-level management

    N/A
    0 Ratings
    9.6
    96%
    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
    8.4

    Cherwell Service Management

    84%
    54 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    8.3

    Cherwell Service Management

    83%
    11 Ratings

    Usability

    Atera

    N/A
    0 Ratings
    7.5

    Cherwell Service Management

    75%
    4 Ratings

    Availability

    Atera

    N/A
    0 Ratings
    8.2

    Cherwell Service Management

    82%
    5 Ratings

    Performance

    Atera

    N/A
    0 Ratings
    6.4

    Cherwell Service Management

    64%
    1 Rating

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    8.5

    Cherwell Service Management

    85%
    28 Ratings

    In-Person Training

    Atera

    N/A
    0 Ratings
    8.2

    Cherwell Service Management

    82%
    1 Rating

    Implementation Rating

    Atera

    N/A
    0 Ratings
    8.3

    Cherwell Service Management

    83%
    3 Ratings

    Configurability

    Atera

    N/A
    0 Ratings
    9.1

    Cherwell Service Management

    91%
    1 Rating

    Contract Terms and Pricing Model

    Atera

    N/A
    0 Ratings
    9.1

    Cherwell Service Management

    91%
    1 Rating

    Ease of integration

    Atera

    N/A
    0 Ratings
    9.1

    Cherwell Service Management

    91%
    1 Rating

    Product Scalability

    Atera

    N/A
    0 Ratings
    8.2

    Cherwell Service Management

    82%
    1 Rating

    Professional Services

    Atera

    N/A
    0 Ratings
    7.3

    Cherwell Service Management

    73%
    1 Rating

    Vendor post-sale

    Atera

    N/A
    0 Ratings
    6.4

    Cherwell Service Management

    64%
    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

    Ivanti

    Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
    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

    Ivanti

    • Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
    • Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
    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

    Ivanti

    • Cherwell lacks modern UI capabilities such as responsive forms and CSS styling for web portals.
    • Built-in reporting engine is hard to use and resource intensive to run.
    • No patching model for small platform fixes, must upgrade to receive platform code changes.
    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

    Cherwell Service Management

    Starting Price

    Editions & Modules

    Cherwell Service Management 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

      Ivanti

      Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
      Read full review

      Usability

      Atera

      No answers on this topic

      Ivanti

      It is a product that can be heavily customised. We have many dashboards to suit different user roles that you can drill down to extract the information you require. Within our organisation there are a lot of expert end-users who produce these dashboards and short-cuts. An in-house development team to review requests and roll them out into the live environment should also be considered. The development role does not need to be a full-time just needs somebody with suitable expertise.
      Read full review

      Reliability and Availability

      Atera

      No answers on this topic

      Ivanti

      Almost always available, with exception for a handful of outages due to infrastructure related issues
      Read full review

      Performance

      Atera

      No answers on this topic

      Ivanti

      The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
      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

      Ivanti

      We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
      Read full review

      In-Person Training

      Atera

      No answers on this topic

      Ivanti

      We had a 'train-the-trainer' session from Cherwell to some of our users who were unfamiliar with the product, and we had an individual who 'championed' training internally and provided several training classes over the period of a few weeks for new Cherwell users. We also had a team who traveled to remote sites to conduct in-person training there too.
      Read full review

      Implementation Rating

      Atera

      No answers on this topic

      Ivanti

      Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
      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

      Ivanti

      Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
      Read full review

      Contract Terms and Pricing Model

      Atera

      No answers on this topic

      Ivanti

      We have had great contracts with Cherwell and love the concurrent licensing model
      Read full review

      Scalability

      Atera

      No answers on this topic

      Ivanti

      We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
      Read full review

      Professional Services

      Atera

      No answers on this topic

      Ivanti

      As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
      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

      Ivanti

      • As with any standard ticketing system, it helped decrease the time before first contact with clients.
      • Our department was always concerned with keeping a low budget, and it was cheaper than most.
      • My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
      Read full review

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