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BeyondTrust Remote Support vs Clarity SM comparison

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Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Microsoft Intune
Sponsored
Average Rating
8.2
Reviews Sentiment
7.3
Number of Reviews
233
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
32
Ranking in other categories
Remote Access (19th), Privileged Access Management (PAM) (21st)
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) (20th)
 

Mindshare comparison

Remote Access
IT Service Management (ITSM)
 

Featured Reviews

Gaurav Chandola - PeerSpot reviewer
We can manage all aspects of our devices from a single console, easy to scale, and quick to deploy
Intune has many benefits from the Microsoft perspective. This solution can manage Windows 10 devices, app management, and provide security solutions. We don't need to worry about our network connection, and we'll be more secure with regular security patches and compliance. Since everything will be deployed through the internet and users will log in using the internet only, the risks have been mitigated. Security updates, security patching, and the application will be targeted from Intune. The location tracker will be available to track where the device is and the user's location. The user will be restricted from accessing certain applications using compliance policies. Conditional access policies will be based on the reason why the user needs access to the application. Microsoft Intune is one of the best products in the industry for managing Windows devices. The solution has more feature restrictions. The conditional access policies also eliminate the dependency on the on-prem network for the devices. The solution also manages our security settings and a lot of other beneficial features such as Microsoft Purview which gives us the compliance portion. We can manage all aspects of our device from a single console, including M365 services. This allows us to configure data classification types, such as public, private, internal, confidential, and highly confidential.
Justin Glasscock - PeerSpot reviewer
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
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 quite policy-enabled, so you can build pretty much any policy to manage remote endpoints."
"Its direct integration with all the other products that we have from Microsoft is valuable. We're using the E5 license, and we have a whole wealth of different products available. It just makes it easier to have everything from one provider."
"Everything has worked better since we started using Intune."
"We can securely manage both company-owned devices and personal devices enrolled in our BYOD program."
"The feature I like the most is that we can perform remote tasks. If we want to retire or wipe out personal data or corporate data from a device, we can use Microsoft Intune remotely, and with the click of a button, data is removed automatically. Nothing needs to be done from the end-user side."
"The mobile application management, MAM, is the most useful aspect of the solution."
"The most valuable feature is the policy CSPs."
"I like that we can implement conditional access."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"The UI is very user-friendly."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"When users have a problem, they report using Service Desk and it is very useful for this."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
 

Cons

"The documentation about the custom image setup could be better. Although Microsoft provides the steps to configure Intune or set up or deploy Intune, it doesn't have much information related to custom images. If you ask, "how can we deploy the custom image?" There is no information. The steps they mention ask you to connect to your on-premises environment or create your own image on the cloud itself once there is connectivity. But I needed to go to multiple websites to get all this information. I had to figure out how to upload the custom image if you want to use the on-premise custom image for Cloud PC. If you have the proper subscription, you must have the right access, like global admin or owner. Then you can add your custom image to that. There are no steps mentioned over there. Microsoft Intune doesn't have Chrome browser support. I would like to have that support because they will want it if we pitch the product to clients."
"Cost is the biggest factor for us right now. Microsoft Intune and AD P1 together in a bundle is a good thing to have, but it is very costly compared to other products in the market. Otherwise, Microsoft Intune is the best."
"Additional application deployment options e.g. MSI deployment with more complex parameters or additional side-by-side files, and non-MSI deployment options."
"Intune's server management could be better. If it could incorporate more features from System Center into Intune's Configuration Manager, it would be beneficial."
"Reporting could be improved. It needs to be more expensive and robust."
"Having a dedicated configuration server that assists in modifying the configuration service, and creating personalized structures, interfaces, and web services could enhance usability."
"Intune is not the most user-friendly mobile device management platform available."
"There is improvement needed in integrating with the installed Office solutions versions, such as Office 2019. The Office 365 integrates without a problem."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"Technical support for this region can be improved."
"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."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"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 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."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"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."
"We would like more information about all the configurations that we have on our infrastructure side."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
 

Pricing and Cost Advice

"If you're subscribing to Premium or E3, there are no additional costs for Intune, it's included."
"In terms of the product price and licensing costs, my company finds the product to be reasonably priced."
"Existing E5 license holders for M365, Intune, and Azure, receive a free license."
"Intune is included in the Microsoft 365 licensing package that we have."
"There is a cost benefit of using Microsoft Intune because of the packaging with other Microsoft products."
"Microsoft licenses are costly."
"Any bundle package, such as Security E3, covers multiple things, such as AAP, BitLocker, etc. If you go for them individually, they would be more expensive. Bundling makes the price more attractive and competitive."
"The pricing for Intune and the competitor products are all within the same range, there is no true advantage when it comes to cost."
"I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
"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."
"We pay every year for the box, and there are no additional costs."
"This product provides value for money."
"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 solution is subscription-based and depends on the number of admin users."
"We believe for the money, it is worth what you pay."
"The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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."
"The pricing is based on a subscription model."
"I think pricing of this model is suitable for growing corporations."
"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."
"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
"The solution is quite reasonable compared to other solutions in the market."
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Top Industries

By visitors reading reviews
Educational Organization
26%
Computer Software Company
11%
Financial Services Firm
7%
Government
6%
Computer Software Company
17%
Financial Services Firm
12%
Government
10%
Manufacturing Company
9%
Computer Software Company
14%
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

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?
The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in...
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 wit...
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: December 2024.
824,067 professionals have used our research since 2012.