We performed a comparison between BeyondTrust Remote Support and BMC FootPrints Service Core based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"It has allowed us to quickly address the needs and issues of our end users."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"The solution is stable."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."
"We can track issues easier and run reports on issues to see if there are patterns."
"Ability to auto-generate email messages, process email messages, and approvals."
"Technical support is good."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"It is stable and its technical support is good and quick."
"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"The pricing could be a little lower and the product should cover more iTel versions."
"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC FootPrints Service Core is ranked 26th in IT Service Management (ITSM) with 10 reviews. BeyondTrust Remote Support is rated 9.0, while BMC FootPrints Service Core is rated 8.2. 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 BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and LogMeIn Pro, whereas BMC FootPrints Service Core is most compared with ServiceNow.
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