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."The solution is stable."
"It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"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."
"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."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"It has the power to automatize several different tasks in the ITSM world."
"Technical support has been fine."
"The solution has good capabilities for analytics."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"In the next release, I would like remote access to Chrome included."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"It has created more layers of bureaucracy."
"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."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The Approval Central system needs to be refreshed."
BeyondTrust Remote Support is ranked 9th 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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