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Most Helpful Review
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: December 2020.
456,249 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""This is a very secure product."

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"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.""Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.""It's a very integrated solution.""We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."

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Cons
"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.""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.""Technical support for this region can be improved."

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"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.""They could be more responsive to feedback from their community board.""In the next release, I would like to see AI used for classification or categorization.""It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.""It needs to be more comfortable for the end-user.""Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

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Pricing and Cost Advice
"The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing.""I would prefer that it was more affordable."

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"If you are looking for some kind of professional services form the OEM then you would have to purchase that.""It is too expensive for a small business.""It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

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Questions from the Community
Top Answer: You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.
Top Answer: It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of… more »
Top Answer: 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… more »
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the… more »
Top Answer: BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below: 1. Offline… more »
Ranking
7th
out of 32 in Remote Access
Views
4,816
Comparisons
2,958
Reviews
2
Average Words per Review
844
Rating
9.0
Views
13,358
Comparisons
8,206
Reviews
5
Average Words per Review
500
Rating
8.6
Popular Comparisons
Compared 68% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Bomgar Remote Support Remedy ITSM, Remedy, Helix Remedy
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BeyondTrust
BMC
Overview

BeyondTrust Remote Support (formerly Bomgar Remote Support) is the #1 solution for organizations that need to securely access and support any device or system, anywhere in the world. Technicians using Remote Support can quickly connect to, view, and control remote systems and devices, chat and collaborate with end-users or other technicians, all while improving remote access security. Organizations in all vertical markets around the globe use Remote Support to deliver superior support services and reduce threats to valuable data and systems. BeyondTrust is privately held and headquartered in Atlanta, GA with offices and channel partners around the world. Connect with BeyondTrust at www.beyondtrust.com, the BeyondTrust Blog, or on Facebook, Twitter and LinkedIn. Get a free trial of Remote Support at https://www.beyondtrust.com/remote-support/trial.

BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.
Offer
Learn more about BeyondTrust Remote Support
Learn more about BMC Helix ITSM
Sample Customers
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences CorporationBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Top Industries
REVIEWERS
University17%
Consumer Goods Company17%
Financial Services Firm11%
Manufacturing Company11%
VISITORS READING REVIEWS
Computer Software Company27%
Government11%
Comms Service Provider9%
Educational Organization9%
REVIEWERS
Financial Services Firm19%
Computer Software Company14%
Manufacturing Company14%
Retailer14%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider11%
Government8%
Manufacturing Company6%
Company Size
REVIEWERS
Small Business31%
Midsize Enterprise23%
Large Enterprise46%
REVIEWERS
Small Business19%
Midsize Enterprise19%
Large Enterprise62%
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: December 2020.
456,249 professionals have used our research since 2012.

BeyondTrust Remote Support is ranked 7th in Remote Access with 3 reviews while BMC Helix ITSM is ranked 4th in IT Service Management (ITSM) with 6 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM is rated 8.6. The top reviewer of BeyondTrust Remote Support writes "Easy to deploy, has good performance, good pre and post-sales support, and is an undisputed global leader". On the other hand, the top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". BeyondTrust Remote Support is most compared with TeamViewer, Microsoft Remote Desktop Services, Check Point Remote Access VPN, ServiceNow and BeyondTrust Privileged Remote Access, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Desk, BMC Remedyforce, ManageEngine ServiceDesk Plus and Cherwell Service Management.

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