We performed a comparison between BeyondTrust Remote Support and BMC Helix ITSM 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."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"Technical support has been fine."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"With service requests, we have been able to give visibility to the business users."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"It provides a good user experience."
"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."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"The possibility to integrate a chatbot would take this product to the next level."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"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."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"Some parts of the solutions are using the old interface."
"In the next release, I would like to see AI used for classification or categorization."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Needs to make customizable/configurable article templates in the Knowledge Management."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM is rated 8.0. 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 BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 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 Rescue, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and SCSM.
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