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."Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"It has allowed us to quickly address the needs and issues of our end users."
"Solution has a good UI."
"We are able to be more effectively connected to computers and servers all over the world."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"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."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Logging every action in Service Desk Manager (SDM)."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"When users have a problem, they report using Service Desk and it is very useful for this."
"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."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"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."
"Lacks remote support and privileged remote access in the one product."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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."
"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Compared to some of the other products, I think we are bit behind."
"The interface for the users is a bit old-fashioned and not user-friendly."
"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."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 21st 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, F5 BIG-IP Access Policy Manager (APM) and Citrix DaaS (formerly Citrix Virtual Apps and Desktops service), whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Agiloft ITSM ITIL Service Desk Suite.
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