Compare Bomgar Remote Support vs. SCSM

Bomgar Remote Support is ranked 4th in Remote Access with 9 reviews while SCSM is ranked 5th in IT Service Management (ITSM) with 9 reviews. Bomgar Remote Support is rated 9.4, while SCSM is rated 6.8. The top reviewer of Bomgar Remote Support writes "Live chat enabled a new service desk support channel, integrating with our Service Management toolset". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". Bomgar Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer and ServiceNow, whereas SCSM is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus.
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Bomgar Remote Support Logo
3,825 views|2,017 comparisons
SCSM Logo
Read 9 SCSM reviews.
3,017 views|2,068 comparisons
Most Helpful Review
Find out what your peers are saying about TeamViewer, Citrix, ConnectWise and others in Remote Access. Updated: February 2020.
397,983 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
We rarely need support for anything, but when we do, they are on it and always helpful.I personally like the ability to share files with other machines.Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient.Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.It has allowed us to quickly address the needs and issues of our end users.We are able to be more effectively connected to computers and servers all over the world.This product "just works" (without fail) and is dead-easy for clients to connect with.This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk).

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We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.SCSM is easy to learn because all of the material, including training videos, can be found online.A very convenient package like an all-in-one tool but it is actually five or six products acting well together.The solution is quite easy to integrate with other Microsoft products.The call logging is the solution's most valuable feature. It's very easy to use.This solution is easy to use.The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.This product has helped our organization by allowing people to connect with each other.

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Cons
I would like to see more integration with iOS devices along with better connectivity and communication with these devices.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.This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion.I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.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.The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.There were a few employee devices that failed during the initial deployment, which required a second deployment.The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance.

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One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.Resources for understanding compliance and relative compliance need to be made available.It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.Mobile application integration would be an improvement.It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.The price of this solution is high and it needs to be cheaper.

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Pricing and Cost Advice
It is not the most cost effective solution on the market.We believe for the money, it is worth what you pay.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.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.Bomgar has a very fair pricing structure.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.

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Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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397,983 professionals have used our research since 2012.
Ranking
4th
out of 23 in Remote Access
Views
3,825
Comparisons
2,017
Reviews
9
Average Words per Review
377
Avg. Rating
9.4
Views
3,017
Comparisons
2,068
Reviews
9
Average Words per Review
747
Avg. Rating
6.8
Top Comparisons
Compared 24% of the time.
Compared 8% of the time.
Compared 45% of the time.
Compared 16% of the time.
Also Known As
System Center Service Manager
Learn
BeyondTrust
Microsoft
Overview
Bomgar Remote Support Software is the only remote tool you need. Most support organizations have multiple remote tools because no single tool works across all their operating systems or across all their networks. Bomgar is different. One company used Bomgar to replace 12 remote desktop software tools! Simplify support, improve security, and increase efficiency with one remote solution.System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Offer
Learn more about Bomgar Remote Support
Learn more about SCSM
Sample Customers
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences CorporationFibabanka, UMC Health System
Top Industries
REVIEWERS
Consumer Goods17%
University17%
Financial Services Firm11%
Manufacturing Company11%
VISITORS READING REVIEWS
Software R&D Company25%
University18%
Media Company13%
Consumer Goods6%
No Data Available
Find out what your peers are saying about TeamViewer, Citrix, ConnectWise and others in Remote Access. Updated: February 2020.
397,983 professionals have used our research since 2012.
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