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 support team who are interfacing with us, are excellent. They are on time for any response."
"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."
"It has allowed us to quickly address the needs and issues of our end users."
"I personally like the ability to share files with other machines."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"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."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"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."
"The tool supports a lot of standard reporting KPIs."
"Incident management and service request management features are the most valuable."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"It is highly configurable with PinkVERIFY status."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Incident management is a valuable feature."
"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."
"Technical support for this region can be improved."
"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."
"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."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"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."
"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."
"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."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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."
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 LogMeIn Pro, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus.
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