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."It has allowed us to quickly address the needs and issues of our end users."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us."
"I personally like the ability to share files with other machines."
"This is a very secure product."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either."
"The solution can scale."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"In general, for incident management, it's okay."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Our Change Management and Incident Management processes have been greatly improved."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"Technical support for this region can be improved."
"I would also love to see consistency across all consoles."
"It needs to be more comfortable for the end-user."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Support could be more skilled. We are wasting too much of our time debugging."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"The documentation could improve in BMC Helix ITSM."
"They could be more responsive to feedback from their community board."
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.
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