Try our new research platform with insights from 80,000+ expert users

BeyondTrust Remote Support vs Clarity SM comparison

Sponsored
 

Comparison Buyer's Guide

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
247
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

"It's normally able to meet 100% expectations of our customers."
"Intune is effective because of the configuration management and endpoint security it provides. The graphical interface makes it easier to configure and deploy devices."
"It's easy to manage."
"The best features include the management, which is quite good, and endpoints."
"I particularly appreciate the administration and security features, which can be deployed easily."
"The solution’s most valuable feature is its ease of use."
"We can implement a MAM policy in this Intune and protect the device through mobile application development without touching it. The interface is easy to use and understand."
"We have found the solution is capable of scaling."
"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."
"I would rate the product ten out of ten."
"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 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."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"Solution has a good UI."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"I personally like the ability to share files with other machines."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"It is easy to tell what needs fixing and the priority of things."
"It helps when you have an incident or performing a problem change management process."
"The UI is very user-friendly."
"The database and the power that is driven behind the database."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"It's fairly easy to use, from a UI standpoint."
"Scalability is very good. We have scaled to more users and more functionality."
 

Cons

"Customer service used to be better. In the last couple of years, support has not been very good, even with Premier and Premium support. It's been very hit-or-miss."
"We only have major classifications for iOS and Android, but there are different brands that have different cycles of updates. If they can fine-tune it to make it more brand-specific, that would be even better."
"The solution could improve its flexibility."
"There's quite a lot of development that they can do within their Intune dashboard. I think there are too many lines hyperlinked to move you around. Others, in contrast, give you a simple dashboard and an intuitive administrative walkthrough."
"The time we have to wait to deploy policies has room for improvement."
"Intune could be improved by expanding its third-party patching capabilities for a more comprehensive solution."
"Deploying an app can be a complex process due to dependencies."
"The configuration could be better by consolidating options and making it simpler."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"​The possibility to integrate a chatbot would take this product to the next level​."
"Technical support for this region can be improved."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"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 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 API is very, very bad so we developed our own."
"Report solutions are a little short."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"One area that this product can improve is in the mobile user aspect."
"If I had to choose, it would be more around the user interface than the mobile experience."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"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."
"The monitoring tool is in need of improvement."
 

Pricing and Cost Advice

"Even if they charge a premium, they aim to provide equal value."
"For Microsoft 365 E5 clients, cost is not an issue as this product is one of the benefits."
"There is a license needed to use the solution and we are on an annual license."
"Intune is inexpensive. It also comes bundled in some Office 365 licenses, so you can choose to purchase it separately or as a package."
"Its price is fair. It's a normal price. It isn't too expensive or too cheap."
"The cost is handled through our Office 365 license, so I have yet to be able to compare it directly with other tools in its class."
"Its price is quite okay. I wish they provide certain additional features with the same license."
"Intune is included with our F3 and E5 licenses."
"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."
"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."
"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."
"For a smaller customer, the cloud solution costs around $2300 per user per year."
"I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
"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."
"Bomgar has a very fair pricing structure."
"The cost currently according to the client is a bit high for them."
"The solution is quite reasonable compared to other solutions in the market."
"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!"
"Pricing is simple, as it’s per concurrent analysts."
"I think pricing of this model is suitable for growing corporations."
"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 don't see anyone other than large companies being able to afford this system."
report
Use our free recommendation engine to learn which Remote Access solutions are best for your needs.
845,040 professionals have used our research since 2012.
 

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.
845,040 professionals have used our research since 2012.