My advice would be to just follow the simple directions that they give you and use it right away. You'll see the benefit right off the bat. There is nothing that anybody really needs to know about it other than that it is a great tool. There is no reason to look at any other tools because it comes with everything that you could possibly need and protects organizations from any breaches.

Originally, we started out because we were pretty impressed with the tool, and then we became a reseller for them. Initially, when they were really pushing it out there, we started reselling it for them because we really liked the product so much. We haven't been a reseller the whole time. We haven't been a reseller for years for a long time. 

I'd rate it a nine out of ten. The only reason why I am giving it a nine is because of the price. The price is just so high. The solution itself is a great solution. It's effective for support needs. Any organization that doesn't consider it and is trying to use other methods probably doesn't care too much about security. They are opening themselves up to breaches if they are not using something like the BeyondTrust tool. The BeyondTrust tool is a safe tool to eliminate any chance of a breach.

I rate BeyondTrust Remote Support nine out of 10. It's definitely a useful tool. Out of all the products we tried, it had the most features and flexibility, so it's worth implementing.

We are using the latest version of the solution.

We have two environments. One is on cloud and one is on-premises.

I would advise potential users that if they need best-in-class, then definitely they should look at BeyondTrust. That said, you have to keep in mind the cost of it.

I'd rate the solution at a nine out of ten.

It has worked pretty well for us, but it is probably better suited for larger organizations because of the cost. If you've got a small organization and you need to do a small amount of remote support, a less expensive option would be more suitable.

I would rate BeyondTrust Remote Support a nine out of ten.

I rate the solution an eight out of ten. 

We use a current version of the solution. We have a subscription model, and therefore we always buy the latest and greatest.

I'd advise anyone considering the solution to talk with experts both in their company and without.

On a scale from one to ten, I'd rate it at an eight.

I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful. 

I would rate this solution a ten out of ten. 

I would rate BeyondTrust Remote Support an eight out of ten.

Set up a full project that looks to implement the full suite of functionality. Maybe phase the implementation to get the key functionality in place, and then look to utilise the more advanced functionality. Train the support analysts in the use of the tool. Bomgar provides training with the purchase, which allows your team to become Bomgar certified.

I rate it an eight out of 10. It has enabled the introduction of a new communication channel (live chat) to our ICT service desk with integration directly into our Service Management toolset. The remote control solution has enabled a wider reach to our end-users. Quick scripts have enabled innovation in our support offering.

It's important to understand the purpose of the solution. Professional services is one thing, manager services is another. It's about PRA and remote support, they do two different things which is why I'd like to see them combined because we usually need both pieces of functionality. You need to understand your use case before you engage with any company that you're trying to get a solution for.

I rate this solution an eight out of 10. 

I can recommend the product, but it is important to note that it is expensive.

Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very cheaply. If you compare BeyondTrust, to the other products, you can get other products for very cheap rates. BeyondTrust is a really good product overall, but it is expensive for my company.

Overall, I rate the solution a seven out of ten.

I would advise others to write down and visualize their requirements. 

Remember that this tool can be one of their core components, so an ongoing project is necessary. Furthermore, I would suggest to plan for things such as a customer-facing support portal, continuous automatic install of Bomgar Clients in their environment, SLA reporting to stakeholders, and access policies for representatives/technicians.

If you are a small shop, it may not be for you because of the up-front cost. There are other solutions that will meet your needs that are cheaper. Otherwise, this is overall a really good product and meets our needs.

On a scale from one to ten, I would give BeyondTrust Remote Support a nine.

It is an appliance-based secure and scalable solution for report support. This product keeps improvising its features and performance which is ever so helpful.

Read the manual and do not be afraid to reach out to the Bomgar community. A lot of help is out there for any issues you may run into.

Make an inventory of all the remote support tools your organization currently uses. Try to consolidate them by using Bomgar.

Definitely take the 30-days trial and don't jump to any conclusions to integrate with their ITSM tool. Evaluate it first, sit down and study it a little bit further before making a commitment to do the integration with an ITSM tool because that involves a lot of investment and time.

Customers have a budget to pay for the integration, the amount of time involved, it's not the easiest to deploy the product. It's quite complex to integrate an ITSM tool with BeyondTrust Remote Access. The process is not as simple as a lot of people think. Don't underestimate it. It's quite complex to do an integration between an ITSM tool with BeyondTrust, or likewise with any other remote access control product.

BeyondTrust is a very powerful product, it has many features. Make sure that you have enough buffer. Don't underestimate the complexity. And then just get the Bomgar up and running, take advantage of it. Once your team gets to know the product, you're going to start thinking about doing the integration.

I would rate it a ten out of ten.  

It operates on a website, has the additional protection of their website, of the BeyondTrust portal, in addition to two-factor authentication.

In the next release, it should have a little bit more intrusion detection. Customers have to worry about how to protect the portal being attacked by would-be hackers or perpetrators.

I would say it's a perfect product, but it can't do everything in one. It would be nice to have something extra in there as an option. It would be nice. But it's already perfect. This is quite a mature product. 

I would recommend trying this solution. Particularly during Covid times with people working from home, it's useful to have the help desk with the GM in the office. 

There can always be improvements so I rate this product eight out of 10. 

I would rate BeyondTrust Remote Support a nine out of ten.

In summary, this is a really nice product that is really secure and I can recommend it to other users.

I would rate this solution a ten out of ten.