What users are saying about
77 Ratings
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Score 8 out of 100
23 Ratings
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Score 7.4 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 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

Incident and problem management

Autotask PSA
7.6
Ivanti Service Manager
7.6
Organize and prioritize service tickets
Autotask PSA
9.1
Ivanti Service Manager
8.2
Expert directory
Autotask PSA
7.6
Ivanti Service Manager
6.7
Service restoration
Autotask PSA
5.6
Ivanti Service Manager
6.8
Self-service tools
Autotask PSA
7.3
Ivanti Service Manager
8.3
Subscription-based notifications
Autotask PSA
7.9
Ivanti Service Manager
7.5
ITSM collaboration and documentation
Autotask PSA
7.8
Ivanti Service Manager
7.5
ITSM reports and dashboards
Autotask PSA
8.0
Ivanti Service Manager
8.3

ITSM asset management

Autotask PSA
7.8
Ivanti Service Manager
6.9
Configuration mangement
Autotask PSA
7.8
Ivanti Service Manager
6.6
Asset management dashboard
Autotask PSA
8.0
Ivanti Service Manager
7.1
Policy and contract enforcement
Autotask PSA
7.6
Ivanti Service Manager
6.9

Change management

Autotask PSA
7.9
Ivanti Service Manager
7.4
Change requests repository
Autotask PSA
8.1
Ivanti Service Manager
7.4
Change calendar
Autotask PSA
7.6
Ivanti Service Manager
7.4
Service-level management
Autotask PSA
8.2
Ivanti Service Manager
7.3

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 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

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 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

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 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

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 Service Manager

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 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

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 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

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 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

Pricing Details

Autotask PSA

General

Free Trial
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

Autotask PSA
8.3
Ivanti Service Manager
7.5

Likelihood to Renew

Autotask PSA
9.0
Ivanti Service Manager
7.0

Usability

Autotask PSA
9.0
Ivanti Service Manager

Support Rating

Autotask PSA
8.7
Ivanti Service Manager
9.1

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