We performed a comparison between BeyondTrust Remote Support and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"Offers a secure method of access without having to install agents everywhere."
"It has allowed us to quickly address the needs and issues of our end users."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"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 most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management and service request management features are the most valuable."
"It is highly configurable with PinkVERIFY status."
"The tool supports a lot of standard reporting KPIs."
"Incident management is a valuable feature."
"The possibility to integrate a chatbot would take this product to the next level."
"Lacks remote support and privileged remote access in the one product."
"Although the learning curve is steep, the product is well-documented."
"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 like to see more integration with iOS devices along with better connectivity and communication with these devices."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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 like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The interface can be improved. It can be made more interactive for self-service users."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"You must be very technical to configure it."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Remote Access with 8 reviews. BeyondTrust Remote Support is rated 9.0, while Ivanti Service Desk [EOL] is rated 7.6. 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 Service Desk [EOL] writes "Scalable but interface can be improved". 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 Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus.
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