We performed a comparison between BeyondTrust Remote Support and Ivanti Service Desk [EOL] 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."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"It has allowed us to quickly address the needs and issues of our end users."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"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."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The initial setup was quite simple; installing just took a few minutes."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management is a valuable feature."
"Incident management and service request management features are the most valuable."
"It is highly configurable with PinkVERIFY status."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"Although the learning curve is steep, the product is well-documented."
"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."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"Technical support for this region can be improved."
"Lacks remote support and privileged remote access in the one product."
"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 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."
"In the next release, I would like remote access to Chrome included."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The interface can be improved. It can be made more interactive for self-service users."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"You must be very technical to configure it."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Remote Access with 8 reviews. BeyondTrust Remote Support is rated 9.0, while Ivanti Service Desk [EOL] is rated 7.6. 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 Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and BMC Helix ITSM, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management and Freshservice.
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