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."The solution is stable."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"I personally like the ability to share files with other machines."
"Solution has a good UI."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"It is the most stable product in the market."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"We can search open and closed cases to find what we have done in other incidents."
"This product has so many adjustment possibilities for many different clients."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"The UI is very user-friendly."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"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."
"It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
"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."
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"In the next release, I would like remote access to Chrome included."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"More user experience in the look and feel of the application. "
"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."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"One area that this product can improve is in the mobile user aspect."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 22nd 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 and F5 BIG-IP Access Policy Manager (APM), whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), IBM Maximo and ManageEngine ServiceDesk Plus.
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