Atera vs ManageEngine ServiceDesk Plus comparison

Atera and ManageEngine are both solutions in the IT Service Management (ITSM) category. Atera is ranked #14 with an average rating of 9.0, while ManageEngine is ranked #3 with an average rating of 8.0. Atera holds a 2.5% mindshare in ISM, compared to ManageEngine’s 7.5% mindshare. Additionally, 93% of Atera users are willing to recommend the solution, compared to 91% of ManageEngine users who would recommend it.

Atera

Read 15 Atera reviews

1,442 Views
875 Comparison Views

93% willing to recommend

ManageEngine ServiceDesk Plus

Read 66 ManageEngine ServiceDesk Plus reviews

4,767 Views
2,381 Comparison Views

91% willing to recommend

Atera

ManageEngine ServiceDesk Plus

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

ManageEngine ServiceDesk Plus and Atera are prominent players in the IT service management space, each offering distinctive features. ManageEngine tends to have a broader feature set that aligns with ITIL practices, while Atera appeals more to MSPs with its robust remote monitoring tools.

Features: ManageEngine ServiceDesk Plus offers ITIL compliance, project management integration, and versatile customization options. It is well-suited for seamless integration and ticket management, providing a comprehensive IT service management experience. Atera excels in remote monitoring capabilities, automation tools, and cross-platform support, focusing on ease of endpoint management and offering real-time status monitoring and efficient automation.

Room for Improvement: ManageEngine ServiceDesk Plus could enhance flexibility in its report customization and integration with external systems. Improvements in automation and workflow flexibility are also desired. Atera could benefit from enhancing its mobile management and network monitoring capabilities, along with providing more granular technician role controls and better integration with commonly used IT infrastructure.

Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus supports both on-premises and cloud deployment models, with the cloud version being favored for ease of deployment. Customer support receives mixed reviews due to delays in issue resolution. Atera, primarily cloud-based, is praised for its ease of setup and management, with customer service noted for its responsiveness, though some improvement in technical issue resolution is suggested.

Pricing and ROI: ManageEngine ServiceDesk Plus presents a competitive pricing model with options like perpetual licensing, making it cost-effective compared to products like ServiceNow. It provides ROI through a comprehensive feature set and process efficiencies. Atera’s predictable technician-based pricing model includes unlimited device management, appealing to businesses and MSPs for its scalable approach. Both products offer strengths in ROI depending on specific business needs.

To learn more, read our detailed Atera vs. ManageEngine ServiceDesk Plus Report (Updated: December 2024).

Buyer's Guide

Atera vs. ManageEngine ServiceDesk Plus

December 2024

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Categories and Ranking

Atera

Ranking in IT Service Management (ITSM)

14th

Average Rating

9.2

Reviews Sentiment

8.2

Number of Reviews

Ranking in other categories

Remote Monitoring and Management (RMM) (3rd), Patch Management (11th)

ManageEngine ServiceDesk Plus

Ranking in IT Service Management (ITSM)

3rd

Average Rating

8.0

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (3rd)

Mindshare comparison

As of December 2024, in the IT Service Management (ITSM) category, the mindshare of Atera is 2.5%, down from 3.0% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.5%, down from 7.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Chris Bashlor

IT Managed Service Provider at Principal PC Consulting, LLC

Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location

When it comes to ease of use and the user interface I would give Atera a nine out of 10. The platform responsiveness to everything is solid. The updates Atera has put out have been second to none. Moreover, I find that if it wasn't for Atera, I wouldn't be gaining the number of clients I have and growing my business as I do. Atera provides ease of access to all devices no matter where they're located. It makes no difference if the client is in a work group or if he is on a certain domain. Atera enables me to access our clients' devices with ease and to provide them with feedback across the board. It benefits both me and my clients. When it comes to pushing out anything, such as antivirus features, it's second to none. As I'm more of a hands-on person, I visit many of my clients. Often, while visiting a client site, another client will call. With Atera, I am able to remotely handle whatever needs to be done to his machine, be it installing a printer or helping with a password. When a client calls and needs something handled quickly, Atera is a big help. On a daily basis, it saves me time and approximately seven to 10 hours per week. Were I not always going around to all my clients, it would save me even more time.

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CarlosPerez7

Director of IT at Health Choice Network, Inc.

Easy to configure and affordable compared to other software options

I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."

"Atera has saved our organization money. We look at Atera as an extra employee that we only pay about $300 a month. This is incredible savings over having to hire somebody to do all the tasks that Atera performs for us."

"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."

"Atera's Remote Access feature has been invaluable for our monitoring needs. It allows us to use FlashOps in Azure to control equipment remotely and supervise real-time details like server and computer statuses for our clients. This access is crucial as it enables us to handle network issues and manage server administration efficiently. Regarding automation, Atera's tools have significantly boosted our service efficiency. They streamline tasks like installing tools and provide quick insights into critical issues with our servers. This saves us time and enhances our ability to deliver valuable services, especially for large-scale projects requiring precise and swift actions."

"Measuring the integration is very helpful when using Atera Assist Test. It takes the solution to the next level by automating activities. It doesn't just provide the solution but also allows running scripts to fix issues before a technician has to work on them."

"It is reliable, and when it is working, it works without issues."

"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."

"We value the alerts that come with the product which allow me to reach out to my clients. Overall, Atera generates additional revenue streams for work done on their machines."

More Atera pros

"There's no problem with the software."

"It ensures the tracking of all costs for end-user issues."

"I like the catalog features and workflow. I also like the knowledge space."

"The solution overall has been quite stable."

"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."

"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."

"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."

"The management of this application is good."

More ManageEngine ServiceDesk Plus pros

Cons

"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."

"There should be enhancements in network monitoring capabilities beyond just physical devices like computers and servers. It would be beneficial to include better tools for monitoring networking infrastructure such as routers. Additionally, while Atera excels in ticket management, I believe there's room for improvement in user authentication and security features, especially when accessing and managing remote equipment. These updates would contribute to a more robust and secure user experience overall. Atera should include a monitoring tool integrated with Azure or similar cloud platforms. It would be beneficial to have capabilities for monitoring network growth and automatically generating statistics based on system stability and performance metrics. This feature would help us better manage and optimize our equipment and network resources, especially for strategic customer planning and resource allocation."

"There is definitely room for improvement with its automation capabilities."

"Atera could be improved by adding more granular control over technician roles. We need more specific controls on what technicians can access, like limiting their ability to view certain sections or access devices and share files. This feature request has already been made. The IP asset management capabilities need improvement to better manage assets beyond just devices."

"I would like to see more mobile device management. iPad is a big one. I know they've been working on some of that. For me, it would be amazing if I could do tablet devices and even expand it to POS systems or the like. I know that a lot goes into that but I've seen it is an area they're looking at."

"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."

"Customization could be improved."

"The chat solutions need improvement because we first need to connect to the customer. This needs to improve so that there is a particular feature that can provide support to customers even if they are not connected to a computer."

More Atera cons

"We'd like to have more integration into other platforms."

"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."

"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."

"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."

"The solution does not have an automated approach to integration with other ManageEngine products."

"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."

"The current MDM is very basic and should be expanded."

"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"The solution cost approximately $200 Canadian per month."

"Atera happened to have the best pricing model."

"Pricing is my favorite part of it. It was per user, not per client."

"We pay per user. I am the only user. It is $150 per user. If I need to add one, it is not as costly as expanding with other providers."

"With Atera, the more you add, the cheaper the cost of the additional endpoints will be."

"In terms of cost, it's not very expensive. I’d rate it around three or four out of ten, considering its value for money."

"As an internal IT, it's gold right there. It is money in the bank."

"One of the biggest issues I face is the need to pay per technician. I've dealt with other platforms that you need to have 250-500 devices. Even though the cost declines as the number of devices a person has increases, they still require you to pay for 250 or 500, respectively. With Atera, the number doesn't matter as you always pay the same amount. I approximate that Atera saves me $100 per week."

More Atera pricing and cost advice

"The prices are attractive. Customer can use a subscription if they do not have enough budget."

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."

"The tool's price is okay and in line with other products, maybe even cheaper than some products."

"As compared to a lot of systems out there, it is more affordable."

"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."

"ManageEngine ServiceDesk Plus' pricing is reasonable."

"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Comms Service Provider

Retailer

Manufacturing Company

Educational Organization

61%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Atera?

Pricing is low. It costs around 149 bucks per month.

See all answers

What needs improvement with Atera?

It should improve its processes.

See all answers

What is your primary use case for Atera?

Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.

See all answers

What do you like most about ManageEngine ServiceDesk Plus?

The platform's most beneficial features are incident management, change management, request management, and asset management.

See all answers

What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?

I think it's feasible comparing with other solutions.

See all answers

What needs improvement with ManageEngine ServiceDesk Plus?

There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable.

See all answers

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Compared 27% of the time

Freshservice vs ManageEngine ServiceDesk Plus

Compared 5% of the time

BMC Helix ITSM vs ManageEngine ServiceDesk Plus

Compared 4% of the time

Ivanti Neurons for ITSM vs ManageEngine ServiceDesk Plus

Compared 3% of the time

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Product Reports

Buyer's Guide

Atera

December 2024

Download Atera product report

Buyer's Guide

ManageEngine ServiceDesk Plus

November 2024

Download ManageEngine ServiceDesk Plus product report

Learn More

Atera

ManageEngine

Overview

Atera offers a comprehensive solution for MSPs and IT Professionals. The platform provides in one integrated solution: full remote monitoring and management (RMM), PSA, remote access, patch management, billing, reports, and so much more! Atera’s disruptive pricing model also helps managed IT service providers scale their business while providing continued best-in-class service. All plans include unlimited devices, meaning you only pay per technician.Everything you need, in one easy-to-use platform

Thousands of paying users in over 75 countries
Free 30-day trial, no credit card or commitment required
No hidden fees or restrictions, all plans include unlimited devices
Seamless integration with your favorite IT tools including: Splashtop, AnyDesk, TeamViewer, and ScreenConnect

What can Atera do for you?

Improve Efficiency. Atera delivers customers the tool suite for IT management. Everything you need in an all-in-one, easy-to-use platform.
Automation. Set alerts and proactively prevent issues for your clients. Minimize time spent on manual tasks and spend more time on what matters most, serving your customers.
Disruptive Pricing, Unlimited Devices. Per technician-based pricing with unlimited servers and workstations means you can cover it all, at one fixed price.

ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.

The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

ManageEngine ServiceDesk Plus Features and Benefits

MSP has a wide variety of features to help you optimize your help desk management:

Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.

Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.

Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.

Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.

Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.
Control end-user workstations: Trigger software installation and removal on remote workstations from within the management console.

Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.

Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.

Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically.

Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.

Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas.

Reviews from Real Users

MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

Sample Customers

MSPs, IT consultants, and IT departments worldwide trust and use Atera.

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Buyer's Guide

Atera vs. ManageEngine ServiceDesk Plus

December 2024

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