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."It has allowed us to quickly address the needs and issues of our end users."
"This is a very secure product."
"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."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"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."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"Offers a secure method of access without having to install agents everywhere."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The solution is quite easy to integrate with other Microsoft products."
"The reporting is very good."
"It is a simple solution that is easy to configure."
"This product has helped our organization by allowing people to connect with each other."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"Lacks some kind of voice communication option."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"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 lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Resources for understanding compliance and relative compliance need to be made available."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The user interface needs to be improved."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
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 LogMeIn Pro, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice.
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