We performed a comparison between Alemba vFire and BeyondTrust Remote Support based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"The workflow is very good, as well as customizable."
"Incident Management is the most valuable feature of the solution."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"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."
"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us."
"We are able to be more effectively connected to computers and servers all over the world."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"Solution has a good UI."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"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."
"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."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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."
"In the next release, I would like remote access to Chrome included."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"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."
Alemba vFire is ranked 27th in IT Service Management (ITSM) with 3 reviews while BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews. Alemba vFire is rated 7.4, while BeyondTrust Remote Support is rated 9.0. The top reviewer of Alemba vFire writes "Fulfills all IT management needs, simple setup, but could be more user-friendly". On the other hand, the top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". Alemba vFire is most compared with ServiceNow and JIRA Service Management, whereas BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and BMC Helix ITSM.
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