We performed a comparison between BeyondTrust Remote Support and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Remote sessions are automatically recorded so there is a history of all coding and scripting."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"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 are able to be more effectively connected to computers and servers all over the world."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"It has allowed us to quickly address the needs and issues of our end users."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"The initial setup is pretty straightforward."
"It helps when you have an incident or performing a problem change management process."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Logging every action in Service Desk Manager (SDM)."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Modules of integrated ITIL managers."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"Although the learning curve is steep, the product is well-documented."
"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."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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."
"Technical support for this region can be improved."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"The API is very, very bad so we developed our own."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 22nd in IT Service Management (ITSM) with 107 reviews. BeyondTrust Remote Support is rated 9.0, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access and F5 BIG-IP Access Policy Manager (APM), whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), IBM Maximo and ManageEngine ServiceDesk Plus.
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