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BeyondTrust Remote Support vs Clarity SM comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

BeyondTrust Remote Support
Average Rating
9.0
Number of Reviews
32
Ranking in other categories
Remote Access (14th), Privileged Access Management (PAM) (18th)
Clarity SM
Average Rating
7.8
Number of Reviews
107
Ranking in other categories
Help Desk Software (21st), IT Service Management (ITSM) (20th)
 

Mindshare comparison

BeyondTrust Remote Support and Clarity SM aren’t in the same category and serve different purposes. BeyondTrust Remote Support is designed for Remote Access and holds a mindshare of 3.2%, down 3.4% compared to last year.
Clarity SM, on the other hand, focuses on IT Service Management (ITSM), holds 1.2% mindshare, up 1.2% since last year.
Remote Access
IT Service Management (ITSM)
 

Featured Reviews

Justin Glasscock - PeerSpot reviewer
Aug 17, 2022
You can connect to a system without end-user interaction.
I would say setting up the cloud version was fairly straightforward. BeyondTrust stood up the application and then handed it over just kind of blank, the company at the time did not want to pay the implementation cost. So integrated it with Azure for single sign on, set up the group policies, I would say it was pretty straightforward. So it was kind of an ongoing. Once we got the initials set up and core administrators that would be using the tool set up with local accounts, it did become a more back burner task. I was able to work on it as I was had free time from other tasks. I would say really getting it to the basic usability point of being able to log in on the tool and to be able to connect and help somebody was within a couple hours and then developing the customizations, client deployment installations via group policy, transitioning from using local accounts to Azure AD accounts. If able to tackle in one sitting, probably would've been a few days, but since it was using more free time from other tasks, it was an ongoing process that took weeks and even into a couple of months to kind of get to a very nice deployment flow where everything was set up and easily usable and easy to onboard somebody else into the tool. Just one person really. Just me.
Türker Kara - PeerSpot reviewer
Feb 24, 2023
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

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

Pros

"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"I personally like the ability to share files with other machines."
"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."
"Solution has a good UI."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"The solution's back-end architecture is very good for end users."
"It's fairly easy to use, from a UI standpoint."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Scalability is very good. We have scaled to more users and more functionality."
"It is easy to tell what needs fixing and the priority of things."
"When users have a problem, they report using Service Desk and it is very useful for this."
"As of late, I really like the BI functions."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
 

Cons

"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"​The possibility to integrate a chatbot would take this product to the next level​."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"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."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"One area that this product can improve is in the mobile user aspect."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Ease of support and upgrades need much improvement."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
 

Pricing and Cost Advice

"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."
"Their pricing is a little bit high but it's negotiable depending on the type of client. It is approximately R6,000 per year for a user. I would rate the pricing a four out of five."
"The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
"Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."
"This product provides value for money."
"It is not the most cost effective solution on the market."
"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."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I think pricing of this model is suitable for growing corporations."
"Pricing is simple, as it’s per concurrent analysts."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"The solution is quite reasonable compared to other solutions in the market."
"The pricing is based on a subscription model."
"I don't see anyone other than large companies being able to afford this system."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
12%
Government
10%
Manufacturing Company
9%
Computer Software Company
16%
Financial Services Firm
14%
Manufacturing Company
11%
Real Estate/Law Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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 clients.
What needs improvement with BeyondTrust Remote Support?
The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area c...
What advice do you have for others considering BeyondTrust Remote Support?
I can recommend the product, but it is important to note that it is expensive. Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very c...
What do you like most about Clarity SM?
It is the most stable product in the market.
What is your experience regarding pricing and costs for Clarity SM?
The solution is quite reasonable compared to other solutions in the market.
What needs improvement with Clarity SM?
They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they...
 

Also Known As

Bomgar Remote Support
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Overview

 

Sample Customers

InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about Microsoft, Omnissa, TeamViewer and others in Remote Access. Updated: October 2024.
814,649 professionals have used our research since 2012.