What users are saying about
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100
40 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 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

Symantec Client Management Suite

Whenever you have computers that aren't easily accessible or you have a big site to cover (or multi location), Symantec Client Management Suite (CMS) is really great to manage all your computers, if it's for installation, software, licenses or even status. Setting up all you need from CMS can take some time, especially when you're in a multi-location site. We had to ask the Symantec engineers to help us a couple of times and set things up because even if we followed the documentation, it wasn't an easy task. But at least, the Symantec engineers are people that know what they do and they're really efficient at it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
Symantec Client Management Suite
Organize and prioritize service tickets
Autotask PSA
9.2
Symantec Client Management Suite
Expert directory
Autotask PSA
7.6
Symantec Client Management Suite
Service restoration
Autotask PSA
5.7
Symantec Client Management Suite
Self-service tools
Autotask PSA
7.3
Symantec Client Management Suite
Subscription-based notifications
Autotask PSA
7.9
Symantec Client Management Suite
ITSM collaboration and documentation
Autotask PSA
7.8
Symantec Client Management Suite
ITSM reports and dashboards
Autotask PSA
8.0
Symantec Client Management Suite

ITSM asset management

Autotask PSA
7.8
Symantec Client Management Suite
Configuration mangement
Autotask PSA
7.8
Symantec Client Management Suite
Asset management dashboard
Autotask PSA
8.0
Symantec Client Management Suite
Policy and contract enforcement
Autotask PSA
7.6
Symantec Client Management Suite

Change management

Autotask PSA
7.9
Symantec Client Management Suite
Change requests repository
Autotask PSA
8.1
Symantec Client Management Suite
Change calendar
Autotask PSA
7.6
Symantec Client Management Suite
Service-level management
Autotask PSA
8.2
Symantec Client Management Suite

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

Symantec Client Management Suite

  • Patch Management: We are able to easily deploy patches to all our workstations and accurately report on compliance.
  • Software Delivery: We do a lot of software deployments to our end users and with CMS we can quickly create policies or tasks to perform these deliveries and get quick results on our success or failures.
  • Inventory: Ease of use to get reports of what workstations have what software installed, patch levels, or hardware specifications.
Dan Kujala | 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

Symantec Client Management Suite

  • More transparency with the roadmap would be a welcome change. New and upcoming features are usually a surprise until a major Symantec Event takes place but little is heard about those features before and even after, in some cases, leading up to a release.
  • Documentation for some items is poor. Especially around the Workflow product. It was intended that the documentation for the elements in a workflow would be crowd-sourced, which is a good idea, but in order for that to happen, more people need to be using it and taking the time to draw up the documents.
  • Cost. Its always a big topic, especially in higher-ed, but Symantec could do more to lower its costs for some product lines in order to gain more acceptance and support. If that was done and more institutions could get their student workers to use the product, once they leave college and go into the "real-world" there is a possibility that they would start recommending Symantec products because of their use in College.
Jason Pelletier | 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

Symantec Client Management Suite

Symantec Client Management Suite 9.1
Based on 1 answer
So far so good - no major issues with that technology.
Anonymous | TrustRadius Reviewer

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

Symantec Client Management Suite

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

Symantec Client Management Suite

Symantec Client Management Suite 5.0
Based on 2 answers
Support at Symantec isn't that great. Client Management Suite isn't even listed on the Support Portal when trying to open a ticket. Your best bet for support is actually the user groups that Symantec hosts. The members of the groups are usually very responsive. With Broadcom buying Symantec, I've seen a huge jump in personnel leaving Symantec, so I'm assuming the support is just going to get worse. Recently for a simple question, I reached out to 5 people just to find out 4 of the 5 had left the company.
Ted Jan | 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

Symantec Client Management Suite

Although there are other tools that can be utilized I don't believe those tools are as robust as Symantec Management Platform. The Symantec Management Platform was chosen because of the value it returns internally and for our customers. You can pull just about any data element from an endpoint and provide detailed reports or great graphs for the C-Level
Jason Iloff | 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

Symantec Client Management Suite

  • SMP allows us to centrally manage all of our endpoints with little to no end user interaction.
  • With the new P2P downloading our bandwidth constraints have been almost completely removed.
  • Cloud Enabled Management (CEM) allows our remote users to receive the same updates as in-network devices without the need for a VPN connection.
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

Symantec Client Management Suite

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
Symantec Client Management Suite
8.3

Likelihood to Renew

Autotask PSA
9.0
Symantec Client Management Suite
9.1

Usability

Autotask PSA
9.0
Symantec Client Management Suite

Support Rating

Autotask PSA
8.7
Symantec Client Management Suite
5.0

Add comparison