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."The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"Solution has a good UI."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"It has allowed us to quickly address the needs and issues of our end users."
"The reporting is very good."
"It is one of the most stable solutions in the market."
"This product has helped our organization by allowing people to connect with each other."
"It is quite scalable."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The solution is quite easy to integrate with other Microsoft products."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is a simple solution that is easy to configure."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"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."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"Although the learning curve is steep, the product is well-documented."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"The price of this solution is high and it needs to be cheaper."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"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."
"The configuration could be easier."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"We would like to see a web-based interface that works on mobile devices."
"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."
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 LogMeIn Pro, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management and BMC Helix ITSM.
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