What users are saying about
Top Rated
92 Ratings
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Score 8.7 out of 100
43 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    9.4

    Micro Focus Service Manager

    94%
    Micro Focus Service Manager ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.6
    86%
    2 Ratings

    Expert directory

    N/A
    0 Ratings
    9.6
    96%
    2 Ratings

    Service restoration

    N/A
    0 Ratings
    8.7
    87%
    2 Ratings

    Self-service tools

    N/A
    0 Ratings
    9.8
    98%
    2 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    9.8
    98%
    2 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    9.8
    98%
    2 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    9.8
    98%
    2 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    9.7

    Micro Focus Service Manager

    97%
    Micro Focus Service Manager ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.7
    97%
    2 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    9.8
    98%
    2 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    9.5
    95%
    2 Ratings

    Change management

    Atera

    Feature Set Not Supported
    N/A
    10.0

    Micro Focus Service Manager

    100%
    Micro Focus Service Manager ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Change calendar

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Service-level management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Attribute Ratings

    • Micro Focus Service Manager is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    9.6

    Micro Focus Service Manager

    96%
    2 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating

    Micro Focus Service Manager

    N/A
    0 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings

    Micro Focus Service Manager

    N/A
    0 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

    Micro Focus

    HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
    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

    Micro Focus

    • Capacity management like maintaining CI's and their relations is good.
    • Approvals with HPSM is a cake walk and quite logical.
    • There is no wait for troubleshooting or help, HPSM tech help is always there.
    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

    Micro Focus

    • When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
    • It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
    • It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
    • When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
    • I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
    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

    Micro Focus Service Manager

    Starting Price

    Editions & Modules

    Micro Focus Service Manager 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

      Micro Focus

      No answers on this topic

      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

      Micro Focus

      No answers on this topic

      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

      Micro Focus

      [We selected HP Service Manager because] HPSM is reliable.
      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

      Micro Focus

      • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
      Read full review

      Screenshots

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