What users are saying about
124 Ratings
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Score 8 out of 100
44 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • Micro Focus Service Manager ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.1

Autotask PSA

71%
10.0

Micro Focus Service Manager

100%
Micro Focus Service Manager ranks higher in 7/7 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
10.0
100%
3 Ratings

Expert directory

7.5
75%
23 Ratings
10.0
100%
3 Ratings

Service restoration

6.7
67%
19 Ratings
10.0
100%
3 Ratings

Self-service tools

7.0
70%
23 Ratings
10.0
100%
3 Ratings

Subscription-based notifications

7.4
74%
20 Ratings
10.0
100%
3 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
10.0
100%
3 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
10.0
100%
3 Ratings

ITSM asset management

7.1

Autotask PSA

71%
10.0

Micro Focus Service Manager

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

Configuration mangement

6.9
69%
22 Ratings
10.0
100%
3 Ratings

Asset management dashboard

6.4
64%
20 Ratings
10.0
100%
3 Ratings

Policy and contract enforcement

8.0
80%
17 Ratings
10.0
100%
3 Ratings

Change management

7.5

Autotask PSA

75%
10.0

Micro Focus Service Manager

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

Change requests repository

7.3
73%
24 Ratings
10.0
100%
2 Ratings

Change calendar

7.0
70%
19 Ratings
10.0
100%
2 Ratings

Service-level management

8.3
83%
26 Ratings
10.0
100%
2 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
9.0

Micro Focus Service Manager

90%
3 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating

Micro Focus Service Manager

N/A
0 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating

Micro Focus Service Manager

N/A
0 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings

Micro Focus Service Manager

N/A
0 Ratings

Likelihood to Recommend

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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Micro Focus

If you're looking for an ITIL compatible service manager tool, Micro Focus Service Manager is one of the best solutions for you. If you're looking to manage you or your customer's inventory in a way that is compatible with your contracts, Micro Focus Service Manager is one of the best solutions for you. Micro Focus Service Manager is a very flexible and scalable system.
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Pros

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.
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Micro Focus

  • We have a web based version and it's nice logging into it from the web.
  • It is nice that it has a favorites/dashboard where you can save your Knowledge Articles, open a new ticket, and access other shortcuts quickly.
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Cons

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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Micro Focus

  • I find it as a wonderful tool, no improvements needs as of now w.r.t [with regard to] performance.
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Pricing 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

    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

      Datto Inc

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

      Micro Focus

      No answers on this topic

      Usability

      Datto Inc

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

      Micro Focus

      No answers on this topic

      Support Rating

      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

      Micro Focus

      No answers on this topic

      Alternatives Considered

      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

      Micro Focus

      • ITIL and ISO 20000 compatible service management tool.
      • The best for inventory management make relation with other ITIL processes.
      • Very flexible and scalable system.
      • You can find a more human resource for Micro Focus Service Manager
      • The community and support is also good
      Read full review

      Return on Investment

      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

      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

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