We performed a comparison between BeyondTrust Remote Support and Cherwell Service Management 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."
"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."
"Offers a secure method of access without having to install agents everywhere."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either."
"This is a very secure product."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand."
"Lacks some kind of voice communication option."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"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 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."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BeyondTrust Remote Support is rated 9.0, while Cherwell Service Management is rated 7.2. 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". 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 Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM.
We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
