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Top Rated
69 Ratings

Atera

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Top Rated
69 Ratings
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Score 8.4 out of 100
31 Ratings
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Score 6.7 out of 100

Likelihood to Recommend

Atera

Atera is well suited for small to medium sized MSPs. Enterprise grade sized MSPs may find some of the menus and details difficult to work with. Mac Houses should feel good about the platform - the reporting and alerting works like a charm. Patching is as good as any I've seen.
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

Atera
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Remote monitoring
Atera
7.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Network device monitoring
Atera
8.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Multiple Server Monitoring
Atera
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Multi-device monitoring
Atera
8.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Automated alerts and notifications
Atera
7.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Management Tasks

Atera
7.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Patch Management
Atera
7.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Service configuration management
Atera
6.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Software and hardware inventory
Atera
8.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Policy-based automation
Atera
6.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Reporting

Atera
7.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Performance data reports
Atera
8.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Customizable reporting
Atera
7.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Data visualization
Atera
7.4
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Risk analysis
Atera
7.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Security

Atera
6.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Data backup and recovery
Atera
7.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Antivirus and malware management
Atera
7.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Adinistraor access control
Atera
6.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Incident and problem management

Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Organize and prioritize service tickets
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.7
Expert directory
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Service restoration
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Self-service tools
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.0
Subscription-based notifications
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
ITSM collaboration and documentation
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.8
ITSM reports and dashboards
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

ITSM asset management

Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
5.2
Configuration mangement
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5
Asset management dashboard
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.5
Policy and contract enforcement
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
1.6

Change management

Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Change requests repository
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.4
Change calendar
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.4
Service-level management
Atera
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0

Pros

Atera

  • Remote Access--Splashtop provides direct access so we can see what users see and help them with current issues
  • Sound Troubleshooting--Splashtop is phenomenal in pulling sound from the machine and helping with remote sound troubleshooting
  • Remote Background Access
  • Patch Management--While we have other solutions for mass patch management, whenever we run into a machine being stubborn, I just turn to Atera and target that machine directly to install the annoying patches. Seems to work beautifully. I rarely get an error on install.
  • CMD/Powershell Access--The ability to remote CMD and remote Powershell is key to solving lots of remote issues. This access is better than most other platforms and once setup is easier than actual Powershell remoting. A real plus.
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Follow pre-defined workflows for ticket types.
  • Properly route tickets & messages to internal users.
  • Offer a simplified interface for writing message templates and workflows.
Anonymous | TrustRadius Reviewer

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.
Maycon Menezes | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Interface could use a facelift
  • Communicate with users from tickets
  • When all task have been completed the option to close the ticket should be available, or it just hangs out there
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Atera

Atera 9.1
Based on 1 answer
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
Chris Miller | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Support Rating

Atera

Atera 8.7
Based on 7 answers
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.
Terry Irwin | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) 9.1
Based on 1 answer
Support system is very good. I believe they have done an excellent job supporting our questions
Anonymous | TrustRadius Reviewer

Alternatives Considered

Atera

Atera is a lightweight cloud application that handles most every need of small and large IT Firms alike. It closely resembles Ninja, N-Able, and Syncro in performance and scale. The biggest difference is the pricing models as Atera and Syncro charge per user as opposed by device it is managing. When speaking of Connectwise, it truly is an apple to oranges comparison. Connectwise Licensing is very expensive and the program is so robust that you basically have to be trained really well in order to manage the system itself. Onboarding can take precious too many hours, whereas with Atera you can have your basic setup running in a matter of an hour or 2. I think my biggest applause to Atera is the live support chat that is not a bot and is very responsive right within the console as opposed to having to draft emails to create tickets. Questions truly are answered in real-time.
Michael Kubelka | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.
Jason Koslowski | TrustRadius Reviewer

Return on Investment

Atera

  • High ROI is beacuse of the licencing model by technician instead of by agent.
  • Negative impact is that we are not billed in our own currency, so we have to add exchange rate fee.
  • Give us a good challenge on our customer offer.
Dominic Larouche | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
  • The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
  • The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.
Anonymous | TrustRadius Reviewer

Screenshots

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Pricing Details

Atera

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Atera Editions & Modules

Edition
Pro$791
Growth$1191
Power$1491
  1. Per Technician
Additional Pricing Details
Unlimited devices & agents. No hidden fees. No contracts.

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atera
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.7

Likelihood to Renew

Atera
9.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Support Rating

Atera
8.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

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