We performed a comparison between BeyondTrust Remote Support and BMC FootPrints Service Core based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"Offers a secure method of access without having to install agents everywhere."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"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."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"It is stable and its technical support is good and quick."
"This product solidly handles incident management, problem management, and change management."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"The discovery feature is very flexible."
"Technical support is good."
"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"We can track issues easier and run reports on issues to see if there are patterns."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"Lacks some kind of voice communication option."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"In the next release, I would like remote access to Chrome included."
"The mobile version of this product does not support asset management."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"The pricing could be a little lower and the product should cover more iTel versions."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC FootPrints Service Core is ranked 26th in IT Service Management (ITSM) with 10 reviews. BeyondTrust Remote Support is rated 9.0, while BMC FootPrints Service Core 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 BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". 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 BMC FootPrints Service Core is most compared with ServiceNow.
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