We performed a comparison between BeyondTrust Remote Support and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"This is a very secure product."
"Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."
"The solution is stable."
"It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"It is a simple solution that is easy to configure."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"This product has helped our organization by allowing people to connect with each other."
"I've used SCSM a lot, and its features are valuable."
"It is quite scalable."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"Many more features than other comparable products."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"The possibility to integrate a chatbot would take this product to the next level."
"In the next release, I would like remote access to Chrome included."
"The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"Once we had an issue with a desktop download that would not open."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Resources for understanding compliance and relative compliance need to be made available."
"Mobile application integration would be an improvement."
"The user interface needs to be improved."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and Vision Helpdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice.
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