We performed a comparison between BeyondTrust Remote Support and Ivanti Neurons for ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"We are able to be more effectively connected to computers and servers all over the world."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"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 has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"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 is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"This is an excellent alternative to ServiceNow for smaller companies."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The integrations are quite simple and clear."
"The solution's installation depends on its customization. It is easy."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"In the next release, I would like remote access to Chrome included."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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 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."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"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."
"Technical support for this region can be improved."
"We'd like more integration with solutions like SolarWinds."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Support needs improvement in terms of responsiveness and timeliness."
"The user interface must be made simpler and more effective."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Configuration requirements are extensive, even in basic Service Desk processes."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. BeyondTrust Remote Support is rated 9.0, while Ivanti Neurons for ITSM 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 Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". 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 Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management.
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