What users are saying about
47 Ratings
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Score 7.1 out of 100
124 Ratings
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Score 8 out of 100

Feature Set Ratings

  • CA Service Management, with CA Service Desk Manager ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

8.6

CA Service Management

86%
7.1

Autotask PSA

71%
CA Service Management, with CA Service Desk Manager ranks higher in 6/7 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
7.6
76%
29 Ratings

Expert directory

8.7
87%
5 Ratings
7.5
75%
23 Ratings

Service restoration

8.4
84%
6 Ratings
6.7
67%
19 Ratings

Self-service tools

8.6
86%
6 Ratings
7.0
70%
23 Ratings

Subscription-based notifications

7.9
79%
6 Ratings
7.4
74%
20 Ratings

ITSM collaboration and documentation

9.7
97%
6 Ratings
5.7
57%
20 Ratings

ITSM reports and dashboards

7.5
75%
5 Ratings
7.8
78%
23 Ratings

ITSM asset management

9.2

CA Service Management

92%
7.1

Autotask PSA

71%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Configuration mangement

9.7
97%
6 Ratings
6.9
69%
22 Ratings

Asset management dashboard

10.0
100%
3 Ratings
6.4
64%
20 Ratings

Policy and contract enforcement

8.0
80%
3 Ratings
8.0
80%
17 Ratings

Change management

9.1

CA Service Management

91%
7.5

Autotask PSA

75%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Change requests repository

9.0
90%
6 Ratings
7.3
73%
24 Ratings

Change calendar

8.6
86%
4 Ratings
7.0
70%
19 Ratings

Service-level management

9.5
95%
5 Ratings
8.3
83%
26 Ratings

Attribute Ratings

  • CA Service Management, with CA Service Desk Manager is rated higher in 1 area: Likelihood to Recommend
  • Datto Autotask PSA is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
7.4

Autotask PSA

74%
29 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings
9.0

Autotask PSA

90%
1 Rating

Usability

CA Service Management

N/A
0 Ratings
9.0

Autotask PSA

90%
1 Rating

Support Rating

CA Service Management

N/A
0 Ratings
8.4

Autotask PSA

84%
8 Ratings

Likelihood to Recommend

Broadcom

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
Read full review

Datto Inc

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
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Pros

Broadcom

  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
Read full review

Datto Inc

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Read full review

Cons

Broadcom

  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
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Datto Inc

  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
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Pricing Details

CA Service Management

Starting Price

Editions & Modules

CA 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

    Autotask PSA

    Starting Price

    Editions & Modules

    Autotask PSA 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

      Broadcom

      While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
      Read full review

      Datto Inc

      After using multiple products on the market, Autotask was intuitive and easy to manage.
      Read full review

      Usability

      Broadcom

      No answers on this topic

      Datto Inc

      The work flow is much better then other competitors
      Read full review

      Support Rating

      Broadcom

      No answers on this topic

      Datto Inc

      They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
      Read full review

      Alternatives Considered

      Broadcom

      We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
      Read full review

      Datto Inc

      The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
      Read full review

      Return on Investment

      Broadcom

      • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
      • CA Mobile app has provided agility and collaboration among IT Users and Customers.
      Read full review

      Datto Inc

      • We were able to identify the profitability of our entire client base.
      • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
      • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
      • Autotask is the heartbeat of our operation.
      Read full review

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