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BeyondTrust Remote Support vs Clarity SM comparison

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Executive Summary

Review summaries and opinions

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

Categories and Ranking

Microsoft Intune
Sponsored
Average Rating
8.2
Reviews Sentiment
7.3
Number of Reviews
234
Ranking in other categories
Configuration Management (2nd), Remote Access (1st), Enterprise Mobility Management (EMM) (1st), Unified Endpoint Management (UEM) (1st), Microsoft Security Suite (1st)
BeyondTrust Remote Support
Average Rating
9.0
Reviews Sentiment
6.9
Number of Reviews
33
Ranking in other categories
Remote Access (18th), Privileged Access Management (PAM) (22nd)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (21st), IT Service Management (ITSM) (19th)
 

Mindshare comparison

Remote Access
IT Service Management (ITSM)
 

Featured Reviews

Joseph Merusi - PeerSpot reviewer
Everything has worked better since we started using it
Sometimes the syncing is inconsistent. I'm confident that the devices are checking in every eight hours, but sometimes the devices aren't picking up the settings as quickly as I would expect. Some features haven't been updated in a while, and Microsoft doesn't seem interested in developing them. Unless you talk to an engineer, you don't know whether there will be an update. There are communication issues, so you might start working with a feature without knowing if it will be deprecated six months from now. Some reporting areas still need development. For example, I noticed that the reporting for driver updates is still confusing.
Himanshu-Pandey - PeerSpot reviewer
Efficient for remote access for third-party vendors
The features are common among systems, including special management, password management, and credential management. A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems. With tools like PRA, access can be granted without creating IDs directly on AD, providing access to privileged or target systems very efficiently.
Türker Kara - PeerSpot reviewer
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

"Technical support, in general, has been quite helpful."
"Intune can wipe devices. For example, if a disgruntled employee wants to leak the data on their company phone, Intune can terminate their access and wipe the entire device with a click."
"It's not working perfectly, but Microsoft's Autopilot offers great visibility into automated deployment solutions."
"Intune is flexible. If you want to move a device that was previously on-prem, we can bring it to the cloud and apply all the policies. This is helpful for even those organizations that were on-prem and not on the cloud. They can also come and use these features, which are pretty cool and would be handy to protect the data and manage the devices as well."
"I like how Intune brings everything into one place. For example, you can set up conditional access to applications and devices inside Intune. I also like the segregation inside the Intune devices. You can segregate them by Windows, iOS, iPadOS, macOS, and Android. You can sort it by platform, so you don't need to go into the devices section."
"The security-related tools are excellent; these features allow us to secure devices, lock them down, and ensure compliance."
"Autopilot is the most valuable feature."
"Our configuration profiles used to be all over the place. For example, there's a lot of legacy stuff in Active Directory. Going through Intune has helped us enforce settings, which has improved device security and functionality. When you apply something through Intune, you know it works. You don't have to worry about a legacy setting from Active Directory that was uploaded by somebody seven years ago. With Intune, you can see that a device has a setting, and you can be confident that the device is configured how you want."
"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."
"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."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"This is a very secure product."
"The solution is stable."
"It has allowed us to quickly address the needs and issues of our end users."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems."
"The UI is very user-friendly."
"We can search open and closed cases to find what we have done in other incidents."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​"
"As of late, I really like the BI functions."
"You can customize it and make it work to the client's needs."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"It has a good GUI interface."
 

Cons

"We need the capabilities of the Cloud Management Gateway (CMG) to be enhanced through Intune instead of Azure."
"A more incisive reporting tool with automated progress updates and graphical representation would be beneficial, as the current manual method lacks efficiency and visual clarity."
"The configuration and pricing can be improved."
"It would be great to see on-premises mailboxes and for the solution to have geofencing capabilities."
"One issue that Inutune can improve is password integration with the BitLocker key option. Another issue is assigning licenses. We can assign the licenses for some users on the BPM side, and our BPS users work on Outlook 365 but cannot access it there. A BPS person can go to the company portal and download Outlook 2016. They could improve the NDIS part to assign a license directly to the BPS person that allows them to install the Intune device manager directly on our system."
"Due to the abundance of features, there's a lot to organize, which makes managing and setting up the solution challenging. The setup is immense, and it would be good to see improvement in this area."
"Possibly, in future releases, it could be more enhanced."
"China blocks Google and Google Play Store, which makes installation challenging. Microsoft Intune is a company software, which has to be installed to the app portal or Microsoft Software Center."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"One potential improvement is in the support department. Customers based in India have to wait for support staff in the UK to start their shifts for assistance on non-urgent matters, even for severity one or two issues."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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."
"One potential improvement is in the support department."
"The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."
"Lacks remote support and privileged remote access in the one product."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"The interface for the users is a bit old-fashioned and not user-friendly."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"More user experience in the look and feel of the application. ​"
"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"The monitoring tool is in need of improvement."
"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."
"It doesn't yet have the ability to integrate with other products."
 

Pricing and Cost Advice

"The tool is cheaper than our company's other MDM tools."
"The Intune license model is costly."
"It is not a cheap solution. The price for a device when you start using it at a large scale can be improved. It is covered under our enterprise agreement. We pay once a year. I am not aware of any additional costs."
"While Microsoft charges for actual usage, it lacks discount options."
"The pricing needs improvement."
"There is a license required to use the solution. If you're core users in Office 365, for example, you have Outlook email and E3 license, this is only email. You have to buy an EMS license to have Microsoft Intune. It is expensive."
"Microsoft Intune is expensive."
"Its price is fair. It's a normal price. It isn't too expensive or too cheap."
"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."
"The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
"​The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.​"
"BeyondTrust Remote Support is a very expensive product."
"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."
"The solution is subscription-based and depends on the number of admin users."
"Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
"We believe for the money, it is worth what you pay."
"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."
"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."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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
Educational Organization
26%
Computer Software Company
11%
Financial Services Firm
7%
Manufacturing Company
6%
Computer Software Company
17%
Financial Services Firm
12%
Government
10%
Manufacturing Company
9%
Computer Software Company
15%
Manufacturing Company
12%
Financial Services Firm
12%
Real Estate/Law Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

How does Microsoft Intune compare with VMware Workspace One?
Microsoft Intune is a great tool for managing a mobile device fleet while keeping access control. The solution makes ...
What are the pros and cons of Microsoft Intune?
Microsoft Intune is a great configuration management tool and has a lot of good things going for it. Here are some of...
How does Google Cloud Identity compare with Microsoft Intune?
Microsoft Intune offers not only an easy-to-deploy data protection and productivity management solution, but also ...
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...
What needs improvement with BeyondTrust Remote Support?
One potential improvement is in the support department. Customers based in India have to wait for support staff in th...
What advice do you have for others considering BeyondTrust Remote Support?
I rate BeyondTrust Remote Support as eight out of ten. This solution is robust, and I recommend it for its efficient ...
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 s...
 

Also Known As

Intune, MS Intune, Microsoft Endpoint Manager
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

Mitchells and Buzzers, Callaway
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: January 2025.
831,265 professionals have used our research since 2012.