We performed a comparison between BeyondTrust Remote Support and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"The solution is stable."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"Improved our organization with better customer experience and reporting abilities."
"The solution can scale."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Technical support has been fine."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The product's initial setup phase was easy."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"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 solution currently is not stable and we gave a road map of our expectations two or three days ago."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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."
"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."
"It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"BMC Helix ITSM should have an easy-to-use user interface."
"The interface is one major complaint about this product."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM is rated 8.0. 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 BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 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 BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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