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BeyondTrust Remote Support vs Clarity SM comparison

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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 is a comprehensive security solution that not only controls access to enterprise resources but also tracks and prevents unauthorized access, ensuring the protection of sensitive data and preventing potential data loss scenarios."
"I like the group policy management feature, which performs application monitoring and device enrollment."
"I can reach devices or computers over the internet. I don't need to worry about the network connectivity between the offices. I can manage any device. That is the most important part."
"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."
"Previously, SCCM was used as an on-premise solution for clients, but now they are moving to Microsoft Intune as a cloud solution with better security and functions."
"Application deployment and keeping the devices secure no matter where they are, by having this cloud solution — that has been great."
"It helps implement conditional access policies to restrict mobile users from accessing potentially dangerous emails."
"Microsoft Intune has helped us by improving our security posture, leading to fewer security problems, and helping us understand where we have issues."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"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."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"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."
"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."
"I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"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."
"It's fairly easy to use, from a UI standpoint."
"Time sheets are a powerful tool."
"The view it provides into who's doing the work."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"The initial setup is pretty straightforward."
 

Cons

"Intune doesn't provide much control over Windows servers. It's something we struggle with."
"In future releases, I would like to see better integration with Apple products."
"The interface is not as modern as some competitors in terms of single pane of glass visibility across the entire landscape. It has a very Azure vibe and may not be as graphically appealing as other products."
"While no specific feature requires immediate improvement, the ongoing expansion of reporting and inventory capabilities promises to enhance its utility."
"When Microsoft Intune is used with different android devices it does not always work as it is supposed to."
"There are a lot of small use cases where we realized that some technical solution was missing in Microsoft in comparison to other products. For example, it lacks something similar to sensing or location-based rules and configurations."
"It needs incorporation of Knox, ZeroTouch, etc."
"They need to add more group policies. Intune currently does not have many group policies that you can deploy. Its reporting, which is very limited at the moment, also needs improvement. It will be great if they can add report customization. Its stability needs to be improved. Sometimes, when you register a device in Intune, it doesn't show up instantly on the engine portal on the admin side. They need to provide better support for complicated issues. They also have a long turnaround time."
"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."
"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."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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 like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"There are some issues regarding the knowledge base and the configuration manager."
"Report solutions are a little short."
"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."
"​Compared to some of the other products, I think we are bit behind​.​"
"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."
"The upgrade was pretty complex."
"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."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
 

Pricing and Cost Advice

"We spend a lot of money on Intune licensing, and some of our users have to be double licensed just because of how our dev and corporate environments are segmented."
"There are licenses required for this solution. We enable licenses on the devices we need to manage."
"Intune is linked with Microsoft. We can deploy the Microsoft E365 license to users by Intune. There are different types of licenses, such as device administrator licenses, E5 licenses for device enrollment manually, and P1 and p2 licenses for device enrollment automatically. These are the licenses required for the administration."
"If you're subscribing to Premium or E3, there are no additional costs for Intune, it's included."
"While I can't provide insights from a business perspective, it's worth noting that the pricing may differ significantly, and the discount we received might not be reflective of standard business rates."
"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."
"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."
"There is a license needed to use the solution and we are on an annual license."
"I would prefer that it was more affordable."
"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."
"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 solution is subscription-based and depends on the number of admin users."
"Bomgar has a very fair pricing structure."
"BeyondTrust Remote Support is a very expensive product."
"I would like to order more licenses. This would allow us to support more end users concurrently."
"The cost currently according to the client is a bit high for them."
"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."
"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."
"I don't see anyone other than large companies being able to afford this system."
"The pricing is based on a subscription model."
"The solution is quite reasonable compared to other solutions in the market."
"I think pricing of this model is suitable for growing corporations."
"Pricing is simple, as it’s per concurrent analysts."
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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.
845,040 professionals have used our research since 2012.