124 Ratings
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Score 8 out of 100
48 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Datto Autotask PSA ranks higher in 1 feature set: Change management
  • Microsoft System Center Service Manager ranks higher in 2 feature sets: Incident and problem management, ITSM asset management

Incident and problem management

7.1

Autotask PSA

71%
7.8

Microsoft System Center Service Manager

78%
Microsoft System Center Service Manager ranks higher in 4/7 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
8.0
80%
4 Ratings

Expert directory

7.5
75%
23 Ratings
7.0
70%
3 Ratings

Service restoration

6.7
67%
19 Ratings
7.0
70%
4 Ratings

Self-service tools

7.0
70%
23 Ratings
8.7
87%
5 Ratings

Subscription-based notifications

7.4
74%
20 Ratings
7.0
70%
4 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
9.7
97%
6 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
7.1
71%
6 Ratings

ITSM asset management

7.1

Autotask PSA

71%
8.2

Microsoft System Center Service Manager

82%
Microsoft System Center Service Manager ranks higher in 2/3 features

Configuration mangement

6.9
69%
22 Ratings
9.8
98%
6 Ratings

Asset management dashboard

6.4
64%
20 Ratings
8.7
87%
7 Ratings

Policy and contract enforcement

8.0
80%
17 Ratings
6.0
60%
5 Ratings

Change management

7.5

Autotask PSA

75%
6.7

Microsoft System Center Service Manager

67%
Datto Autotask PSA ranks higher in 3/3 features

Change requests repository

7.3
73%
24 Ratings
6.1
61%
6 Ratings

Change calendar

7.0
70%
19 Ratings
6.0
60%
5 Ratings

Service-level management

8.3
83%
26 Ratings
8.0
80%
5 Ratings

Attribute Ratings

  • Microsoft System Center Service Manager is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
8.8

Microsoft System Center Service Manager

88%
7 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating

Microsoft System Center Service Manager

N/A
0 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating

Microsoft System Center Service Manager

N/A
0 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
8.8

Microsoft System Center Service Manager

88%
3 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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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.
Read full review

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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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

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.
Read full review

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.
Read full review

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

    Microsoft System Center Service Manager

    Starting Price

    Editions & Modules

    Microsoft System Center 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

      Microsoft

      No answers on this topic

      Usability

      Datto Inc

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

      Microsoft

      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

      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.
      Read full review

      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

      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.
      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

      Microsoft

      • Save a world of time when imaging
      • Save a world of time with patch management
      • Provides decent reports to get a snapshot quickly
      Read full review

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