We performed a comparison between BeyondTrust Remote Support and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us."
"It has allowed us to quickly address the needs and issues of our end users."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"It has centralized all work orders and help desk ticket tracking."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"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."
"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."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"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."
"Lacks some kind of voice communication option."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The user experience could be better."
"The interface is somewhat dated as compared to technologies in use today."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The interface is one major complaint about this product."
"Support could be more skilled. We are wasting too much of our time debugging."
"We have experienced outages, because some other customers did something on the same cluster that we share."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM is rated 8.0. 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 BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and TeamViewer Tensor, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud.
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