We performed a comparison between BeyondTrust Remote Support and Cherwell Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."It has allowed us to quickly address the needs and issues of our end users."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"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."
"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."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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 also like to see better support of Apple devices while using a Windows remote support console."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"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."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BeyondTrust Remote Support is rated 9.0, while Cherwell Service Management is rated 7.2. 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". 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 Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM.
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.
