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BeyondTrust Remote Support vs SCSM comparison

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Remote Access
July 2022
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Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Solution has a good UI.""The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely.""This is a very secure product.""It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done.""The solution is stable.""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.""Offers a secure method of access without having to install agents everywhere.""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."

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"The support from Microsoft is good and we also have local support on the ground in Nigeria.""For our cloud-based deployment of SCSM, the Autopilot is the best feature.""It is quite scalable.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."

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Cons
"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.""Lacks remote support and privileged remote access in the one product.""Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand.""Technical support for this region can be improved.""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 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."

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"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""I have found SCSM not adequate enough to carry out some functions.""There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

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Pricing and Cost Advice
  • "The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing."
  • "I would prefer that it was more affordable."
  • "We pay every year for the box, and there are no additional costs."
  • "It is expensive. Performance-wise, it is pretty good, but we're less happy with the cost. Its licensing is on a yearly basis. It is also on a per-technician basis. A certain number of concurrent technicians can log in and access all the features."
  • "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."
  • More BeyondTrust Remote Support Pricing and Cost Advice →

  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "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."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:It has worked pretty well for us, but it is probably better suited for larger organizations because of the cost. If you've got a small organization and you need to do a small amount of remote support… more »
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
    Ranking
    8th
    out of 34 in Remote Access
    Views
    3,735
    Comparisons
    2,203
    Reviews
    8
    Average Words per Review
    510
    Rating
    8.6
    Views
    2,959
    Comparisons
    1,999
    Reviews
    6
    Average Words per Review
    527
    Rating
    7.7
    Comparisons
    Also Known As
    Bomgar Remote Support
    System Center Service Manager
    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.


    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    Offer
    Learn more about BeyondTrust Remote Support
    Learn more about SCSM
    Sample Customers
    InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
    Fibabanka, UMC Health System
    Top Industries
    REVIEWERS
    Manufacturing Company17%
    Consumer Goods Company13%
    University13%
    Financial Services Firm13%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider13%
    Government11%
    Financial Services Firm5%
    REVIEWERS
    Comms Service Provider14%
    Government14%
    Construction Company14%
    Media Company14%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Government15%
    Comms Service Provider14%
    Educational Organization5%
    Company Size
    REVIEWERS
    Small Business36%
    Midsize Enterprise22%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise18%
    Large Enterprise62%
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise16%
    Large Enterprise62%
    Buyer's Guide
    Remote Access
    July 2022
    Find out what your peers are saying about Citrix, TeamViewer, Microsoft and others in Remote Access. Updated: July 2022.
    621,327 professionals have used our research since 2012.

    BeyondTrust Remote Support is ranked 8th in Remote Access with 9 reviews while SCSM is ranked 10th in IT Service Management (ITSM) with 5 reviews. BeyondTrust Remote Support is rated 8.6, while SCSM 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 SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". BeyondTrust Remote Support is most compared with TeamViewer, BeyondTrust Privileged Remote Access, Microsoft Remote Desktop Services, Citrix Virtual Apps and Desktops and LogMeIn Pro, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and BMC Helix ITSM.

    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.