We performed a comparison between BeyondTrust Remote Support and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Offers a secure method of access without having to install agents everywhere."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"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."
"Solution has a good UI."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"It is highly configurable with PinkVERIFY status."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Incident management and service request management features are the most valuable."
"The tool supports a lot of standard reporting KPIs."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management is a valuable feature."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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 screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The interface can be improved. It can be made more interactive for self-service users."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You must be very technical to configure it."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Remote Access with 8 reviews. BeyondTrust Remote Support is rated 9.0, while Ivanti Service Desk [EOL] is rated 7.6. 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 Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". 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 Ivanti Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, JIRA Service Management and Freshservice.
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