We performed a comparison between BeyondTrust Remote Support and Ivanti Neurons for ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
"I personally like the ability to share files with other machines."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us."
"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."
"Solution has a good UI."
"The solution's installation depends on its customization. It is easy."
"This is an excellent alternative to ServiceNow for smaller companies."
"It is easy to set up."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"The integrations are quite simple and clear."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"The possibility to integrate a chatbot would take this product to the next level."
"It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
"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."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"Lacks some kind of voice communication option."
"The user interface must be made simpler and more effective."
"Support needs improvement in terms of responsiveness and timeliness."
"There's a lack of integration with other products. This needs to be improved."
"Configuration requirements are extensive, even in basic Service Desk processes."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. BeyondTrust Remote Support is rated 9.0, while Ivanti Neurons for ITSM 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 Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". 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 Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management.
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