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BeyondTrust Remote Support vs SCSM comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Microsoft Intune
Sponsored
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
277
Ranking in other categories
Configuration Management (2nd), Remote Access (1st), Enterprise Mobility Management (EMM) (1st), Unified Endpoint Management (UEM) (1st), Microsoft Security Suite (1st)
BeyondTrust Remote Support
Average Rating
9.0
Reviews Sentiment
6.9
Number of Reviews
34
Ranking in other categories
Remote Access (17th), Privileged Access Management (PAM) (25th)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (11th), IT Service Management (ITSM) (10th)
 

Mindshare comparison

Remote Access
IT Service Management (ITSM)
 

Featured Reviews

Joseph Merusi - PeerSpot reviewer
Everything has worked better since we started using it
Sometimes the syncing is inconsistent. I'm confident that the devices are checking in every eight hours, but sometimes the devices aren't picking up the settings as quickly as I would expect. Some features haven't been updated in a while, and Microsoft doesn't seem interested in developing them. Unless you talk to an engineer, you don't know whether there will be an update. There are communication issues, so you might start working with a feature without knowing if it will be deprecated six months from now. Some reporting areas still need development. For example, I noticed that the reporting for driver updates is still confusing.
Hahn Rolf - PeerSpot reviewer
Solution elevates team collaboration and manages remote support efficiently
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side. Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session. I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily. BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.
LuisSanchez3 - PeerSpot reviewer
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable feature is the UEM capabilities."
"The solution is easy to use."
"I like that it's very good and very simple. I found that we just needed to have a proper subscription for an Intune tenant, and from the subscription, if we have the right role assigned, like the global admin role or the owner role, we can use Microsoft cloud resources. With the help of that, we can do many things like setting up Microsoft Intune in the cloud to create our virtual machines. All these can be done, and the steps are very simple. I really liked it. I like features like Windows Auto-Enrollment. I like it very much because whenever you supply it to the end-user, it will be ready to use immediately. The end-user only needs to provide the user credentials, and then they are good to go. I also really like Cloud PC, which was recently launched on Azure."
"The user experience is good; we could work and deploy many controls through Microsoft Intune."
"Its protection policies are most valuable. It protects mobile devices as well as individual apps. It is pretty scalable, and its documentation is also pretty good. It is also pretty straightforward to deploy."
"Autopilot is a feature I really like."
"Dynamic groups allow us to set conditions for automatic membership, eliminating the need for user intervention or manual review and ensuring a seamless workflow."
"The most valuable feature of Intune is the central dashboard for compliance and policy management."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"One of the great features is that service desk members can work together in a remote session."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"The most valuable feature is the reporting of incidents."
"The solution is quite easy to integrate with other Microsoft products."
"If it is correctly configured, you can access and give service quickly to all the end users."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"I've used SCSM a lot, and its features are valuable."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is one of the most stable solutions in the market."
 

Cons

"Sometimes the syncing is inconsistent. I'm confident that the devices are checking in every eight hours, but sometimes the devices aren't picking up the settings as quickly as I would expect."
"There is room for improvement in integration and security as well."
"Each feature has a separate license, making logistics and cost management difficult if not strategically bundled together."
"I find the price for Microsoft Intune too high, which represents an area for improvement in Microsoft's pricing model."
"I think there should be a better tracking of the cell phones used on the Intune."
"I know that their AI pieces are at the infancy stage, but allowing users to do more tagging for information would be an interesting thing because Intune also directly integrates with Azure. Because a lot of the devices are hosted with that, you also get a lot of tagging of user data and other things like that."
"We need the capabilities of the Cloud Management Gateway (CMG) to be enhanced through Intune instead of Azure."
"Cost is the biggest factor for us right now. Microsoft Intune and AD P1 together in a bundle is a good thing to have, but it is very costly compared to other products in the market. Otherwise, Microsoft Intune is the best."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"One potential improvement is in the support department."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"Technical support for this region can be improved."
"It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
"In the next release, I would like remote access to Chrome included."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"They need more integration with open-source products."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Once we had an issue with a desktop download that would not open."
"I have found SCSM not adequate enough to carry out some functions."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
 

Pricing and Cost Advice

"I am not that aware of the pricing, but as compared to other MDM solutions, Microsoft is providing a lot of things at the organizational level. So, it is quite reasonable as compared to other MDM solutions."
"The price could be better."
"Consider the Microsoft Enterprise Mobility Suite rather than choosing specific sub-components, e.g. only Microsoft Intune."
"Microsoft licenses are costly."
"They have categorized the licenses according to the size of the business. So, if it's a smaller organization, we can choose the license accordingly. If it's a big organization, then we can choose accordingly. Everything is clearly mentioned, and we can decide. It's suitable for all kinds of infrastructure, and that's very goo"
"I rate Intune five out of 10 for pricing. It's expensive."
"This cost is approximately $30 USD per user per month."
"The pricing is not cheap, especially with inflation. They've had to increase their prices. It's not excessive, but alright."
"For a smaller customer, the cloud solution costs around $2300 per user per year."
"We pay every year for the box, and there are no additional costs."
"Bomgar has a very fair pricing structure."
"It is pretty pricey. It is not cheap. The licensing structure is not cheap. The tool is not cheap, but in the long run, it is well worth it. It is probably one of the best on the market because it is just so easy to use and easy to deploy. It gave us the ability to see what everybody was doing. It held people accountable. It gave us the accountability that we needed."
"​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.​"
"It is not the most cost effective solution on the market."
"I rate Remote Support eight out of 10 for affordability. It's definitely not the cheapest product, but you get a good return on your investment."
"I would like to order more licenses. This would allow us to support more end users concurrently."
"Licensing can be complex and confusing."
"It is a lower price vs. other things on the market."
"It is an expensive solution."
"The pricing is reasonable."
"The price should be lower."
"I would rate the pricing as two out of five."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"The license for SCSM is cheap."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
9%
Educational Organization
9%
Manufacturing Company
8%
Computer Software Company
18%
Financial Services Firm
11%
Manufacturing Company
9%
Government
9%
Government
26%
Computer Software Company
12%
Financial Services Firm
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

How does Microsoft Intune compare with VMware Workspace One?
Microsoft Intune is a great tool for managing a mobile device fleet while keeping access control. The solution makes ...
What are the pros and cons of Microsoft Intune?
Microsoft Intune is a great configuration management tool and has a lot of good things going for it. Here are some of...
How does Google Cloud Identity compare with Microsoft Intune?
Microsoft Intune offers not only an easy-to-deploy data protection and productivity management solution, but also ...
What do you like most about BeyondTrust Remote Support?
The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote...
What needs improvement with BeyondTrust Remote Support?
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specif...
What advice do you have for others considering BeyondTrust Remote Support?
If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabiliti...
What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little comp...
 

Also Known As

Intune, MS Intune, Microsoft Endpoint Manager
Bomgar Remote Support
System Center Service Manager
 

Overview

 

Sample Customers

Mitchells and Buzzers, Callaway
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
Fibabanka, UMC Health System
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