We performed a comparison between BeyondTrust Remote Support and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"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."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The reporting is very good."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is one of the most stable solutions in the market."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"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 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 like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"I have found SCSM not adequate enough to carry out some functions."
"Resources for understanding compliance and relative compliance need to be made available."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The price of this solution is high and it needs to be cheaper."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"The configuration could be easier."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and Clarity SM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice.
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