Compare BeyondTrust Remote Support vs. SCSM
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." | "This product has helped our organization by allowing people to connect with each other." "The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good." "This solution is easy to use." "The call logging is the solution's most valuable feature. It's very easy to use." "The solution is quite easy to integrate with other Microsoft products." "A very convenient package like an all-in-one tool but it is actually five or six products acting well together." "SCSM is easy to learn because all of the material, including training videos, can be found online." "Many more features than other comparable products." |
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." | "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." "Mobile application integration would be an improvement." "The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports." "It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management." "Resources for understanding compliance and relative compliance need to be made available." "Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration." "They need more integration with open-source products." |
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." | "It is an expensive solution." "Licensing can be complex and confusing." "The price should be lower." |
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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: The most requested feature from our customers is the helpdesk ticketing system. Top Answer: There is some difficulty when it comes to deploying this solution. The user interface needs to be improved. One of our customers has complained to say that the workflow needs to be more customizable. Top Answer: There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers. |
Ranking  | |
Views 4,816 Comparisons 2,958 Reviews 2 Average Words per Review 844 Rating 9.0 | Views 2,962 Comparisons 1,728 Reviews 12 Average Words per Review 706 Rating 6.7 |
Popular Comparisons | |
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Also Known As | |
| Bomgar Remote Support | System Center Service Manager |
Learn | |
| BeyondTrust | Microsoft |
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. | System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset. |
Offer | |
Learn more about BeyondTrust Remote Support | Learn more about SCSM |
Sample Customers | |
| InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation | Fibabanka, UMC Health System |
Top Industries | |
Consumer Goods Company17% University17% Financial Services Firm11% Manufacturing Company11% Computer Software Company27% Government11% Comms Service Provider9% Educational Organization9% | Computer Software Company22% Government17% Comms Service Provider12% Construction Company6% |
Company Size | |
Small Business31% Midsize Enterprise23% Large Enterprise46% | Small Business38% Midsize Enterprise38% Large Enterprise23% |
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: January 2021.
457,209 professionals have used our research since 2012.
BeyondTrust Remote Support is ranked 7th in Remote Access with 3 reviews while SCSM is ranked 5th in IT Service Management (ITSM) with 12 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 6.6. 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 SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". BeyondTrust Remote Support is most compared with TeamViewer, Microsoft Remote Desktop Services, Check Point Remote Access VPN, ServiceNow and LogMeIn Pro, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BMC Helix ITSM and Freshdesk.
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