77 Ratings
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Score 8 out of 100
24 Ratings
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Score 5.9 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | 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

Incident and problem management

Autotask PSA
7.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.7
Organize and prioritize service tickets
Autotask PSA
9.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Expert directory
Autotask PSA
7.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Service restoration
Autotask PSA
5.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Self-service tools
Autotask PSA
7.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.3
Subscription-based notifications
Autotask PSA
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
ITSM collaboration and documentation
Autotask PSA
7.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.8
ITSM reports and dashboards
Autotask PSA
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.8

ITSM asset management

Autotask PSA
7.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
5.8
Configuration mangement
Autotask PSA
7.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.2
Asset management dashboard
Autotask PSA
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.0
Policy and contract enforcement
Autotask PSA
7.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
4.3

Change management

Autotask PSA
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.3
Change requests repository
Autotask PSA
8.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.4
Change calendar
Autotask PSA
7.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Service-level management
Autotask PSA
8.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

Pros

Autotask PSA

  • 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.
Daniel J. Lewis | TrustRadius Reviewer

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

  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless
Jason Koslowski | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | 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

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

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

No score
No answers yet
No answers on this topic

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | 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

Autotask PSA

Autotask PSA 8.7
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | 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

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

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

We selected LANDesk because of ease of use and also because it was easy to modify according to our needs.
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | 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

Pricing Details

Autotask PSA

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)

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5

Likelihood to Renew

Autotask PSA
9.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Usability

Autotask PSA
9.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Support Rating

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

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