What users are saying about
94 Ratings
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Score 8.5 out of 100
46 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

System Center Service Manager

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.
Mostafa Dakam | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
6.7
System Center Service Manager
7.7
Organize and prioritize service tickets
Autotask PSA
8.2
System Center Service Manager
8.0
Expert directory
Autotask PSA
7.0
System Center Service Manager
7.0
Service restoration
Autotask PSA
3.3
System Center Service Manager
7.0
Self-service tools
Autotask PSA
6.6
System Center Service Manager
8.2
Subscription-based notifications
Autotask PSA
7.6
System Center Service Manager
7.0
ITSM collaboration and documentation
Autotask PSA
6.7
System Center Service Manager
9.2
ITSM reports and dashboards
Autotask PSA
7.5
System Center Service Manager
7.3

ITSM asset management

Autotask PSA
7.7
System Center Service Manager
7.9
Configuration mangement
Autotask PSA
7.7
System Center Service Manager
9.5
Asset management dashboard
Autotask PSA
7.3
System Center Service Manager
8.3
Policy and contract enforcement
Autotask PSA
8.2
System Center Service Manager
6.0

Change management

Autotask PSA
7.8
System Center Service Manager
6.7
Change requests repository
Autotask PSA
8.1
System Center Service Manager
6.1
Change calendar
Autotask PSA
6.5
System Center Service Manager
6.1
Service-level management
Autotask PSA
8.7
System Center Service Manager
8.0

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

System Center Service Manager

  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
Anonymous | 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

System Center Service Manager

  • 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.
Matthew Smith | 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

System Center 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

System Center Service Manager

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.4
Based on 8 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

System Center Service Manager

System Center Service Manager 8.6
Based on 3 answers
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.
Mostafa Dakam | 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

System Center Service Manager

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.
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

System Center Service Manager

  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

System Center 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
9.5
System Center Service Manager
8.5

Likelihood to Renew

Autotask PSA
9.0
System Center Service Manager

Usability

Autotask PSA
9.0
System Center Service Manager

Support Rating

Autotask PSA
8.4
System Center Service Manager
8.6

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