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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
245
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
34
Ranking in other categories
Remote Access (14th), Privileged Access Management (PAM) (24th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (26th), IT Service Management (ITSM) (28th)
 

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.
Hahn Rolf - PeerSpot reviewer
Solution elevates team collaboration and manages remote support efficiently
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side. Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session. I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily. BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.
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

"The dashboards, the security, and the customization capabilities work very well for us."
"The central administration con dashboard is very easy to use and provides very good oversight on all that needs to be monitored."
"Microsoft Intune has been a time saver and reduces the time and effort IT admins have to invest."
"Autopilot is a great feature. Most users are looking for a zero-touch deployment."
"What I like most about the tool is that it's now very easy to set up a device for someone to use. It also helps us tremendously in managing security. Before, we used on-premise management with a domain controller. It was difficult to manage security comprehensively. For example, it was hard to know which computers were updated. We weren't able to do that easily with our previous solution."
"The system itself is great."
"The performance of Microsoft Intune is good."
"Our bank's most valuable Intune features are centered around the dedicated device concept."
"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."
"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."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"As of late, I really like the BI functions."
"The value for the clients is that you can save information in the application and get reports with that information."
"We can search open and closed cases to find what we have done in other incidents."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"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.​"
"Right now, we are starting to be dependent on the CMDB a lot."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
 

Cons

"The mobile management is good for iPhone and iPad, but the Apple Mac management needs improvement. That is probably because Microsoft does not have low-level access to Apple Mac hardware. If you are doing basic things, it is okay, but if you want to image Apple Macs and do things like that, then Jamf is much better."
"One drawback of Intune is that we cannot find devices based on a user's region or location."
"Intune needs to incorporate more tools to reduce the number of third-party applications we rely on."
"I would like to see micro VPN. I like the way that some of the other providers have done something similar where, as you open that app on an end-point device, it creates a micro VPN straight into your device, which is quite a nice little feature. Also, Microsoft Intune relies heavily on its fellow products in the suite. It would be nice if Microsoft Intune could stand on its own two feet."
"Microsoft Intune needs to improve the initial login process."
"Intune endpoint analytics can be challenging."
"Microsoft Intune fails a lot when it comes to device compliance."
"Since GMS is unavailable in China, we currently rely on device administrator enrollment for managing Android devices there."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"​The possibility to integrate a chatbot would take this product to the next level​."
"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."
"Lacks remote support and privileged remote access in the one product."
"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."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"I would like to see the API cleaned up."
"The monitoring tool is in need of improvement."
"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 cost of this solution is too high, which is why we're leaving."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
 

Pricing and Cost Advice

"There are licenses required for this solution. We enable licenses on the devices we need to manage."
"Microsoft Intune is included in the E5 license at no additional cost."
"The solution is cost-efficient."
"The pricing is not cheap, especially with inflation. They've had to increase their prices. It's not excessive, but alright."
"Intune's pricing is competitive. For example, the license of Blackberry's Enterprise Mobility Suite was costly, but Intune is affordable. It is included as an additional feature when you buy security enhancements for your organization. For example, let's say I have fifty users in my organization and all of them are using Microsoft cloud services, like Teams, Office 365, and OneDrive."
"The pricing is inherently reasonable, as Microsoft leverages market insights to maintain the total cost of ownership at around ninety to ninety-five percent of what would be incurred in an on-premise scenario."
"We have a limited budget for security investments, so Microsoft should consider reducing pricing in our region. This would make investment more viable, especially since larger businesses in other countries can afford it easily."
"I recently got to know that the AD P1 license is compulsory to use Intune Autopilot, which was surprising for me. Earlier, this was not the case. It is the wrong thing to do. We now need to purchase AD P1 licenses for us and for our customers. I would rate it a seven out of ten for pricing."
"BeyondTrust Remote Support is a very expensive product."
"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."
"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."
"Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
"I would like to order more licenses. This would allow us to support more end users concurrently."
"We believe for the money, it is worth what you pay."
"For a smaller customer, the cloud solution costs around $2300 per user per year."
"This product provides value for money."
"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."
"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."
"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."
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
"I think pricing of this model is suitable for growing corporations."
"The solution is quite reasonable compared to other solutions in the market."
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Top Industries

By visitors reading reviews
Educational Organization
24%
Computer Software Company
11%
Financial Services Firm
7%
Manufacturing Company
7%
Computer Software Company
18%
Financial Services Firm
13%
Manufacturing Company
10%
Government
8%
Computer Software Company
17%
Financial Services Firm
16%
Manufacturing Company
10%
Government
6%
 

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?
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specif...
What advice do you have for others considering BeyondTrust Remote Support?
If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabiliti...
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, TeamViewer, Omnissa and others in Remote Access. Updated: March 2025.
842,767 professionals have used our research since 2012.