BeyondTrust Remote Support vs Clarity SM comparison

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Executive Summary

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.
To learn more, read our detailed Remote Access Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
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.""Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.""The jump to feature function is the most valuable to us as it allows us to directly remote control customers.""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.""I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS.""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.""This product "just works" (without fail) and is dead-easy for clients to connect with.""Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."

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"It is the most stable product in the market.""The in-service catalog is quite useful.""The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another.""Logging every action in Service Desk Manager (SDM).""The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box.""We are benefiting by being able to put time to what our technicians are doing.""All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have.""It's fairly easy to use, from a UI standpoint."

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Cons
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.""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.""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.""I would also like to see better support of Apple devices while using a Windows remote support console.""In the next release, I would like remote access to Chrome included.""Lacks remote support and privileged remote access in the one product.""Although the learning curve is steep, the product is well-documented.​""I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."

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"I would like to see the API cleaned up.""Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience.""One area that this product can improve is in the mobile user aspect.""Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times.""The product needs to have a better user experience in the interface and mobile functionality.​""We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented.""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.""The SDM administration and customisation needS deep information about architecture and vendor support continuously."

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Pricing and Cost Advice
  • "This product provides value for money."
  • "​The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.​"
  • "Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."
  • "Bomgar has a very fair pricing structure."
  • "Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
  • "The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
  • "I would like to order more licenses. This would allow us to support more end users concurrently."
  • "I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
  • More BeyondTrust Remote Support Pricing and Cost Advice →

  • "I don't see anyone other than large companies being able to afford this system."
  • "It is a bit expensive, but you definitely get what you pay for. It is worth it!"
  • "Pricing is simple, as it’s per concurrent analysts."
  • "I think pricing of this model is suitable for growing corporations."
  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • "The pricing is based on a subscription model."
  • "The solution is quite reasonable compared to other solutions in the market."
  • More Clarity SM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients.
    Top Answer:The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can… more »
    Top Answer:I can recommend the product, but it is important to note that it is expensive. Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very… more »
    Top Answer:It is the most stable product in the market.
    Top Answer:The solution is quite reasonable compared to other solutions in the market.
    Top Answer:They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they… more »
    Ranking
    7th
    out of 45 in Remote Access
    Views
    3,208
    Comparisons
    1,802
    Reviews
    7
    Average Words per Review
    503
    Rating
    8.6
    Views
    743
    Comparisons
    483
    Reviews
    4
    Average Words per Review
    366
    Rating
    7.8
    Comparisons
    Also Known As
    Bomgar Remote Support
    CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
    Learn More
    Overview

    BeyondTrust Remote Support is software built to help organizations gain access to and support nearly any remote computer or mobile device with a single solution. BeyondTrust Remote Support works across Windows, Mac, and Linux and gives you access and control whether a device is on or off the network.

    BeyondTrust Remote Support Features

    BeyondTrust Remote Support has many valuable key features. Some of the most useful ones include:

    • Remote access and control: IT administrators have the ability to resolve issues at light speed, improving productivity and also end-user satisfaction.
    • Efficiency and scale: With BeyondTrust Remote Support, you can manage unattended access to any system and you can also create mass installer packages.
    • Compliance: BeyondTrust Remote Support allows you to automatically monitor activity in real time, record all session activity, and produce a detailed audit log without interfering with service desk processes.
    • Team and permissions administration: By using BeyondTrust Remote Support, you can Implement security across your service desk with granular role and permissions settings.
    • Native 2FA: BeyondTrust Verify is a TOTP native 2FA capability. It can be enabled for any user and verifies the identity of users before a BeyondTrust Remote Support session is actually launched.
    • Credential injection: If users integrate with the BeyondTrust Vault or BeyondTrust Password Safe, they can directly inject credentials into systems and end servers with just one click.

    BeyondTrust Remote Support Benefits

    Some of the benefits of using BeyondTrust Remote Support include:

    • Security and privacy: BeyondTrust Remote Support gives support teams quick access to desktops and IT systems without revealing their credentials and passwords. In addition, integrating BeyondTrust Privileged Access complements and controls access to privileged user accounts to protect mission-critical IT systems.
    • Mobile support: BeyondTrust Remote Support allows IT teams to provide instant remote support to mobile device users. The solution also supports Android smartphones and tablets as well as iOS devices (iPhone, iPad, iPod Touch).
    • ServiceNow integration: BeyondTrust Remote Support offers integrated remote support and secure chat.
    • Support across multiple systems and devices: The BeyondTrust Remote Support solution can help your organization achieve reliable remote support for end users and customers using Windows, Mac, Android, iOS, or any other operating system.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by BeyondTrust Remote Support users.

    A Cybersecurity Architect at a tech vendor says, “The most valuable features are the ease of deployment, performance, pre and post-sales support, the vast majority of the localization they have done and the solution provider that they support. You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.”

    An Enterprise Service Desk Systems Manager at a manufacturing company comments, "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."

    PeerSpot user Mark B., Sr VP of Business Operations at Networking Technologies and Support, Inc., explains that he thinks the solution is “Great for delivering end-user support, good at recording sessions, and very stable.


    Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

    Learn More: https://www.ca.com/us/products...

    Sample Customers
    InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    Top Industries
    REVIEWERS
    Manufacturing Company16%
    Financial Services Firm12%
    University12%
    Consumer Goods Company12%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Government10%
    Financial Services Firm9%
    Manufacturing Company6%
    REVIEWERS
    Healthcare Company25%
    Financial Services Firm22%
    Government7%
    Comms Service Provider5%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm11%
    Manufacturing Company10%
    Real Estate/Law Firm6%
    Company Size
    REVIEWERS
    Small Business37%
    Midsize Enterprise22%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise68%
    REVIEWERS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise9%
    Large Enterprise61%
    Buyer's Guide
    Remote Access
    March 2024
    Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 20th 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, F5 BIG-IP Access Policy Manager (APM) and BMC Helix ITSM, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and ManageEngine ServiceDesk Plus.

    We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.