What users are saying about
Top Rated
120 Ratings
Top Rated
120 Ratings
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Score 8.7 out of 100
23 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

ConnectWise Automate

ConnectWise Automate is a fantastic platform for managing multiple clients, and I feel this is why it was created in the first place. I have ready complaints about certain components and behaviors in the past online. However, it appears they have fixed these issues in later versions as we have not experienced them. It also has competitive pricing for RMM's for MSP's to use. It could also be used for a single company to manage their environment, but I don't think it was meant for this. There might be other options that are more cost effective, especially if a single company doesn't have hundreds of machines to manage or more.
Adam Friedli | TrustRadius Reviewer

Ivanti Service Manager

This product is an ideal tracking tool for contact centers like a technical support desk, IT Service Desk, or other incident management type of support service. The out-of-the-box capabilities it has to make sure 'incidents' don't fall by the waist side once created is extensive. The product is not ideal in my opinion for a shop that does not require a high-level of structure to tracking service center activity (smaller organizations that may otherwise use other tracking alternatives like custom web solutions developed in-house or equivalents).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.9
Ivanti Service Manager
Remote monitoring
ConnectWise Automate
9.3
Ivanti Service Manager
Network device monitoring
ConnectWise Automate
7.5
Ivanti Service Manager
Multiple Server Monitoring
ConnectWise Automate
9.4
Ivanti Service Manager
Multi-device monitoring
ConnectWise Automate
9.1
Ivanti Service Manager
Automated alerts and notifications
ConnectWise Automate
9.0
Ivanti Service Manager

Management Tasks

ConnectWise Automate
8.8
Ivanti Service Manager
Patch Management
ConnectWise Automate
8.9
Ivanti Service Manager
Service configuration management
ConnectWise Automate
8.7
Ivanti Service Manager
Software and hardware inventory
ConnectWise Automate
8.9
Ivanti Service Manager
Policy-based automation
ConnectWise Automate
8.6
Ivanti Service Manager

Reporting

ConnectWise Automate
7.6
Ivanti Service Manager
Performance data reports
ConnectWise Automate
8.3
Ivanti Service Manager
Customizable reporting
ConnectWise Automate
8.2
Ivanti Service Manager
Data visualization
ConnectWise Automate
7.5
Ivanti Service Manager
Risk analysis
ConnectWise Automate
6.5
Ivanti Service Manager

Security

ConnectWise Automate
8.3
Ivanti Service Manager
Data backup and recovery
ConnectWise Automate
7.4
Ivanti Service Manager
Antivirus and malware management
ConnectWise Automate
8.6
Ivanti Service Manager
Adinistraor access control
ConnectWise Automate
9.0
Ivanti Service Manager

Incident and problem management

ConnectWise Automate
Ivanti Service Manager
7.7
Organize and prioritize service tickets
ConnectWise Automate
Ivanti Service Manager
8.2
Expert directory
ConnectWise Automate
Ivanti Service Manager
6.8
Service restoration
ConnectWise Automate
Ivanti Service Manager
6.9
Self-service tools
ConnectWise Automate
Ivanti Service Manager
8.5
Subscription-based notifications
ConnectWise Automate
Ivanti Service Manager
7.4
ITSM collaboration and documentation
ConnectWise Automate
Ivanti Service Manager
7.5
ITSM reports and dashboards
ConnectWise Automate
Ivanti Service Manager
8.4

ITSM asset management

ConnectWise Automate
Ivanti Service Manager
6.7
Configuration mangement
ConnectWise Automate
Ivanti Service Manager
6.2
Asset management dashboard
ConnectWise Automate
Ivanti Service Manager
6.9
Policy and contract enforcement
ConnectWise Automate
Ivanti Service Manager
7.0

Change management

ConnectWise Automate
Ivanti Service Manager
7.3
Change requests repository
ConnectWise Automate
Ivanti Service Manager
7.4
Change calendar
ConnectWise Automate
Ivanti Service Manager
7.3
Service-level management
ConnectWise Automate
Ivanti Service Manager
7.3

Pros

ConnectWise Automate

  • It includes a ticketing system using workflow automation, SLA, as well as performance monitoring and access tickets from mobile devices.
  • Dashboards of the tool show overviews and detailed explanations of KPIs. Your business can also use the custom report writer to generate reports on whatever issue you want.
  • You can use ConnectWise to automate the range of ITIL process, such as: incident management, availability management, change management, service reporting, service-level management, service asset and configuration management, request management, and knowledge management.
Asfer Bin Saleh | TrustRadius Reviewer

Ivanti Service Manager

  • High level visibly, ISM allows for instant visibility of projects and tickets to allow upper management visibility and metrics.
  • Automation, the built-in automation tools allow for several steps to be automated to take out the manual click work for some repetitive tasks.
  • User Empowerment, ISM provides a user portal that allows the user base to log issues as well as check on the status of their issue from anywhere they have a network connection.
Cameron Council | TrustRadius Reviewer

Cons

ConnectWise Automate

  • The biggest issue for Automate is their support. They seem to be completely overwhelmed. Chat support for simple questions can be anywhere from 30 to 60 minutes in the queue. Then when you are connected they are doing little more than creating a ticket that will take days to hear back from them.
  • Patching. The documentation and advice from our implementation person do not match reality. The process of denying a patch is documented, but doesn't work. We were unable to block certain patches from being distributed until we spoke to a specialist about it. He couldn't explain the mis-matched documentation.
  • Speed. Using the Automate client is painfully slow. Very sluggish and non-responsive at times.
David Wertz, CHSP | TrustRadius Reviewer

Ivanti Service Manager

  • Hopefully this has changed, but when we implemented the tool we had 4 different analysts work with us, because the previous ones quit. None of them passed the knowledge off so we had to start over each time.
  • The backend can be a little messy at times. It can be difficult to disable or remove a field because it’s tied to so many different modules.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Automate

ConnectWise Automate 8.0
Based on 3 answers
Support and the Speed of supporting the latest technology is the main reason for not giving this a 10. But the product is powerful and flexible. The best way that I can sum it up is "You can get out of it what you put in to it"
Jack Skinner | TrustRadius Reviewer

Ivanti Service Manager

Ivanti Service Manager 7.0
Based on 1 answer
It is embedded for now until the client chooses otherwise.
Anonymous | TrustRadius Reviewer

Usability

ConnectWise Automate

ConnectWise Automate 3.2
Based on 3 answers
The UI is pretty confusing. There are Right-clicks, ctrl+clicks, Shift clicks, it's all very convoluted. With the latest gussying up, it's now arguably prettier, but very slow... I dread using it now...
Scott Sanford | TrustRadius Reviewer

Ivanti Service Manager

No score
No answers yet
No answers on this topic

Performance

ConnectWise Automate

ConnectWise Automate 3.0
Based on 4 answers
It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.
Ian Hansen | TrustRadius Reviewer

Ivanti Service Manager

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Automate

ConnectWise Automate 8.0
Based on 14 answers
Most of the time their support is good for smaller things. They have a chat assist which is a nice function. When you run into a larger issue or an issue with an integration the support becomes less reliable and inconsistent. Generally your wait time on chat is under 5 minutes.
Anonymous | TrustRadius Reviewer

Ivanti Service Manager

Ivanti Service Manager 9.1
Based on 1 answer
Just call them up and you'll see. I don't know what it is about that Colorado support office but everyone is always in a good mood and they are so very knowledgeable about the product. Ren was my go-to, her technical knowledge is solid.
Cameron Council | TrustRadius Reviewer

Online Training

ConnectWise Automate

ConnectWise Automate 7.1
Based on 2 answers
LabTech online training is very very thorough in training and helping individuals understand the theory and practical side of using a Remote Monitoring & Management. The training has multiple methods of explaining each section which helps to re-enforce everything about the Training Modules. I have had some Engineers lose their interest after a number of modules because they said that it was too much, that was too similar. I've found that the training is tailored towards a technical background but the Sales training does help NON technical individuals familiarize themselves with the Remote Monitoring and Management components and how it relates to Managed Services.
Carson Hagan, ITILv3 | TrustRadius Reviewer

Ivanti Service Manager

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Automate

ConnectWise Automate 7.3
Based on 1 answer
Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.
Jack Skinner | TrustRadius Reviewer

Ivanti Service Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Automate

We prefer Automate to Kaseya for the customization, scripting and the third party integration.However, we prefer Continuum to Automate for how much time we freed up. We no longer have to maintain Automate services, integrations, etc. We also have reduced our ticket noise by 70%. This fact alone makes Continuum our favorite.
Anonymous | TrustRadius Reviewer

Ivanti Service Manager

Cherwell is not widely used in South Africa. For us, it was vital to have local representation and partners to assist with support and development.
Anonymous | TrustRadius Reviewer

Return on Investment

ConnectWise Automate

  • Because using the program is at a very low cost, I have the ability to service any client and provide training to any client if they have a computer.
  • Saves travel time and expenses associated with travel to support/train clients. Also can be done at any time of day because of continual access.
  • Gives the client peace of mind to know that I can access and fix an issue with a workstation any time of the day, weekends, evenings when they are not available etc.
Catherine Zuniga | TrustRadius Reviewer

Ivanti Service Manager

  • Request processes are now documented as a workflow, which is executed by the system. Service Desk staff no longer need to move requests through the process manually as the workflow handles team assignments, emails, etc. This allows our Service Desk to dedicate more resources to first call resolution issues.
  • Change process is now documented as a workflow, which is executed by the system. The Change Manager no longer needs to move requests through the process manually as the workflow handles notifications, approvals, etc.
  • Staff can enter requests via Self Service at at time, with no need to reach out to Service Desk staff. Each request prompts the staff member to ensure the receiving technician receives all information they need to complete that specific request. This has enabled technicians to react faster to requests as they received all required information upfront.
Anonymous | TrustRadius Reviewer

Screenshots

Ivanti Service Manager

Pricing Details

ConnectWise Automate

General

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

Ivanti Service Manager

General

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

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.8
Ivanti Service Manager
7.3

Likelihood to Renew

ConnectWise Automate
8.0
Ivanti Service Manager
7.0

Usability

ConnectWise Automate
3.2
Ivanti Service Manager

Performance

ConnectWise Automate
3.0
Ivanti Service Manager

Support Rating

ConnectWise Automate
8.0
Ivanti Service Manager
9.1

Online Training

ConnectWise Automate
7.1
Ivanti Service Manager

Implementation Rating

ConnectWise Automate
7.3
Ivanti Service Manager

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