Datto Autotask PSA vs. Microsoft System Center Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 8.1 out of 10
N/A
Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).N/A
Microsoft System Center Service Manager
Score 8.5 out of 10
N/A
Microsoft System Center Service Manager is an integrated platform that is designed for automating and adapting IT Service Management best practices to an organization’s requirements. The platform includes built-in processes for incident and problem resolution, change control and asset lifecycle management.N/A
Pricing
Datto Autotask PSAMicrosoft System Center Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Autotask PSAMicrosoft System Center Service Manager
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Datto Autotask PSAMicrosoft System Center Service Manager
Top Pros
Top Cons
Features
Datto Autotask PSAMicrosoft System Center Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
Microsoft System Center Service Manager
7.8
7 Ratings
5% below category average
Organize and prioritize service tickets00 Ratings8.04 Ratings
Expert directory00 Ratings7.03 Ratings
Service restoration00 Ratings7.04 Ratings
Self-service tools00 Ratings8.75 Ratings
Subscription-based notifications00 Ratings7.04 Ratings
ITSM collaboration and documentation00 Ratings9.76 Ratings
ITSM reports and dashboards00 Ratings7.16 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Datto Autotask PSA
-
Ratings
Microsoft System Center Service Manager
8.2
7 Ratings
0% below category average
Configuration mangement00 Ratings9.86 Ratings
Asset management dashboard00 Ratings8.77 Ratings
Policy and contract enforcement00 Ratings6.05 Ratings
Change management
Comparison of Change management features of Product A and Product B
Datto Autotask PSA
-
Ratings
Microsoft System Center Service Manager
6.7
6 Ratings
23% below category average
Change requests repository00 Ratings6.16 Ratings
Change calendar00 Ratings6.05 Ratings
Service-level management00 Ratings8.05 Ratings
Best Alternatives
Datto Autotask PSAMicrosoft System Center Service Manager
Small Businesses
HaloPSA
HaloPSA
Score 8.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Datto Autotask PSAMicrosoft System Center Service Manager
Likelihood to Recommend
7.7
(29 ratings)
8.8
(7 ratings)
Likelihood to Renew
9.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
8.4
(4 ratings)
8.9
(2 ratings)
User Testimonials
Datto Autotask PSAMicrosoft System Center Service Manager
Likelihood to Recommend
Kaseya
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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Microsoft
I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
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Pros
Kaseya
  • 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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Microsoft
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
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Cons
Kaseya
  • 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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Microsoft
  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
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Likelihood to Renew
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
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Microsoft
No answers on this topic
Usability
Kaseya
The work flow is much better then other competitors
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Microsoft
No answers on this topic
Support Rating
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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Microsoft
The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.
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Alternatives Considered
Kaseya
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.
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Microsoft
We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
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Return on Investment
Kaseya
  • 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.
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Microsoft
  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
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ScreenShots