We performed a comparison between BeyondTrust Remote Support and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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 integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"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."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"Offers a secure method of access without having to install agents everywhere."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"The solution is stable."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"The most valuable features are the requests and incident tracking."
"Right now, we are starting to be dependent on the CMDB a lot."
"Time sheets are a powerful tool."
"It helps when you have an incident or performing a problem change management process."
"The database and the power that is driven behind the database."
"Scalability is very good. We have scaled to more users and more functionality."
"Lacks some kind of voice communication option."
"Although the learning curve is steep, the product is well-documented."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"Lacks remote support and privileged remote access in the one product."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"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."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"The monitoring tool is in need of improvement."
"It doesn't yet have the ability to integrate with other products."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"They should enhance the service desk manager's service point function to be more customizable."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"Ease of support and upgrades need much improvement."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews. BeyondTrust Remote Support is rated 9.0, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". 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 Clarity SM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite.
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