We performed a comparison between BeyondTrust Remote Support and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"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."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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."
"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."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
"The most requested feature from our customers is the helpdesk ticketing system."
"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."
"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."
"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."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"Lacks remote support and privileged remote access in the one product."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"Once we had an issue with a desktop download that would not open."
"The price of this solution is high and it needs to be cheaper."
"We would like to see a web-based interface that works on mobile devices."
"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."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"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."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and Clarity SM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice.
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