What users are saying about
77 Ratings
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Score 8 out of 100
43 Ratings
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Score 8.7 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

Micro Focus Service Manager

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.
Celil ÇİYNEKLİ | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
Micro Focus Service Manager
10.0
Organize and prioritize service tickets
Autotask PSA
9.2
Micro Focus Service Manager
10.0
Expert directory
Autotask PSA
7.6
Micro Focus Service Manager
10.0
Service restoration
Autotask PSA
5.7
Micro Focus Service Manager
10.0
Self-service tools
Autotask PSA
7.3
Micro Focus Service Manager
10.0
Subscription-based notifications
Autotask PSA
7.9
Micro Focus Service Manager
10.0
ITSM collaboration and documentation
Autotask PSA
7.8
Micro Focus Service Manager
10.0
ITSM reports and dashboards
Autotask PSA
8.0
Micro Focus Service Manager
10.0

ITSM asset management

Autotask PSA
7.8
Micro Focus Service Manager
10.0
Configuration mangement
Autotask PSA
7.8
Micro Focus Service Manager
10.0
Asset management dashboard
Autotask PSA
8.0
Micro Focus Service Manager
10.0
Policy and contract enforcement
Autotask PSA
7.6
Micro Focus Service Manager
10.0

Change management

Autotask PSA
7.9
Micro Focus Service Manager
10.0
Change requests repository
Autotask PSA
8.1
Micro Focus Service Manager
10.0
Change calendar
Autotask PSA
7.6
Micro Focus Service Manager
10.0
Service-level management
Autotask PSA
8.2
Micro Focus Service Manager
10.0

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

Micro Focus Service Manager

  • 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.
Sebastian Torres | 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

Micro Focus Service Manager

  • To improve the search capabilities
Mike Zukerman | 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

Micro Focus Service Manager

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

Micro Focus 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

Micro Focus Service Manager

No score
No answers yet
No answers on this topic

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

Micro Focus Service Manager

[We selected HP Service Manager because] HPSM is reliable.
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

Micro Focus Service Manager

  • It improved visibility of our field IT service; record distribution and tracking.
  • Thanks to Its powerful SLA management ability, we can track all our customer's SLAs perfectly.
  • Thanks to Its powerful inventory management, we do not make any mistake in our customer's inventory management.
Celil ÇİYNEKLİ | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

Micro Focus 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
Micro Focus Service Manager
9.0

Likelihood to Renew

Autotask PSA
9.0
Micro Focus Service Manager

Usability

Autotask PSA
9.0
Micro Focus Service Manager

Support Rating

Autotask PSA
8.7
Micro Focus Service Manager

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