We performed a comparison between BeyondTrust Remote Support and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"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."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"Offers a secure method of access without having to install agents everywhere."
"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 seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"I personally like the ability to share files with other machines."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This product has helped our organization by allowing people to connect with each other."
"It is a simple solution that is easy to configure."
"The solution is quite easy to integrate with other Microsoft products."
"It is quite scalable."
"It is one of the most stable solutions in the market."
"The solution offers good productivity at a low price point."
"This solution is easy to use."
"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."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Once we had an issue with a desktop download that would not open."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and ManageEngine ServiceDesk Plus, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM 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.
