We performed a comparison between BeyondTrust Remote Support and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"It has allowed us to quickly address the needs and issues of our end users."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It has the power to automatize several different tasks in the ITSM world."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"I like the single sign-on and that administrators can customize."
"The versatility and customizability of the product is what I like most."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The product's initial setup phase was easy."
"In the next release, I would like remote access to Chrome included."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The possibility to integrate a chatbot would take this product to the next level."
"Although the learning curve is steep, the product is well-documented."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"BMC Helix ITSM should improve its price."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The dashboard can be better."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM is rated 8.0. The top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and LogMeIn Pro, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.