BeyondTrust Remote Support vs Ivanti Service Desk [EOL] comparison

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Executive Summary

We performed a comparison between BeyondTrust Remote Support and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "This product provides value for money."
  • "​The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.​"
  • "Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."
  • "Bomgar has a very fair pricing structure."
  • "Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
  • "The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
  • "I would like to order more licenses. This would allow us to support more end users concurrently."
  • "I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
  • More BeyondTrust Remote Support Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients.
    Top Answer:The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can… more »
    Top Answer:I can recommend the product, but it is important to note that it is expensive. Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very… more »
    Top Answer:The tool supports a lot of standard reporting KPIs.
    Top Answer: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… more »
    Top Answer:Basically, we use it for service management from the financial side of things.
    Ranking
    7th
    out of 45 in Remote Access
    Views
    3,208
    Comparisons
    1,802
    Reviews
    7
    Average Words per Review
    503
    Rating
    8.6
    Unranked
    In Remote Access
    Comparisons
    Also Known As
    Bomgar Remote Support
    Learn More
    Overview

    BeyondTrust Remote Support is software built to help organizations gain access to and support nearly any remote computer or mobile device with a single solution. BeyondTrust Remote Support works across Windows, Mac, and Linux and gives you access and control whether a device is on or off the network.

    BeyondTrust Remote Support Features

    BeyondTrust Remote Support has many valuable key features. Some of the most useful ones include:

    • Remote access and control: IT administrators have the ability to resolve issues at light speed, improving productivity and also end-user satisfaction.
    • Efficiency and scale: With BeyondTrust Remote Support, you can manage unattended access to any system and you can also create mass installer packages.
    • Compliance: BeyondTrust Remote Support allows you to automatically monitor activity in real time, record all session activity, and produce a detailed audit log without interfering with service desk processes.
    • Team and permissions administration: By using BeyondTrust Remote Support, you can Implement security across your service desk with granular role and permissions settings.
    • Native 2FA: BeyondTrust Verify is a TOTP native 2FA capability. It can be enabled for any user and verifies the identity of users before a BeyondTrust Remote Support session is actually launched.
    • Credential injection: If users integrate with the BeyondTrust Vault or BeyondTrust Password Safe, they can directly inject credentials into systems and end servers with just one click.

    BeyondTrust Remote Support Benefits

    Some of the benefits of using BeyondTrust Remote Support include:

    • Security and privacy: BeyondTrust Remote Support gives support teams quick access to desktops and IT systems without revealing their credentials and passwords. In addition, integrating BeyondTrust Privileged Access complements and controls access to privileged user accounts to protect mission-critical IT systems.
    • Mobile support: BeyondTrust Remote Support allows IT teams to provide instant remote support to mobile device users. The solution also supports Android smartphones and tablets as well as iOS devices (iPhone, iPad, iPod Touch).
    • ServiceNow integration: BeyondTrust Remote Support offers integrated remote support and secure chat.
    • Support across multiple systems and devices: The BeyondTrust Remote Support solution can help your organization achieve reliable remote support for end users and customers using Windows, Mac, Android, iOS, or any other operating system.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by BeyondTrust Remote Support users.

    A Cybersecurity Architect at a tech vendor says, “The most valuable features are the ease of deployment, performance, pre and post-sales support, the vast majority of the localization they have done and the solution provider that they support. You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.”

    An Enterprise Service Desk Systems Manager at a manufacturing company comments, "Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."

    PeerSpot user Mark B., Sr VP of Business Operations at Networking Technologies and Support, Inc., explains that he thinks the solution is “Great for delivering end-user support, good at recording sessions, and very stable.


    Deliver outstanding IT support services to employees and customers.

    Sample Customers
    InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
    MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
    Top Industries
    REVIEWERS
    Manufacturing Company16%
    Financial Services Firm12%
    Consumer Goods Company12%
    University12%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Government10%
    Financial Services Firm9%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Government14%
    Computer Software Company11%
    Healthcare Company8%
    Manufacturing Company7%
    Company Size
    REVIEWERS
    Small Business37%
    Midsize Enterprise22%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise13%
    Large Enterprise68%
    REVIEWERS
    Small Business22%
    Midsize Enterprise33%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise15%
    Large Enterprise62%
    Buyer's Guide
    Remote Access
    March 2024
    Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    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.

    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.