We performed a comparison between BeyondTrust Remote Support and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"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."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"The most requested feature from our customers is the helpdesk ticketing system."
"The reporting is very good."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"This product has helped our organization by allowing people to connect with each other."
"This solution is easy to use."
"It is a simple solution that is easy to configure."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"Technical support for this region can be improved."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"Once we had an issue with a desktop download that would not open."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The price of this solution is high and it needs to be cheaper."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"I have found SCSM not adequate enough to carry out some functions."
"They need more integration with open-source products."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 7.0. The top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and Vision Helpdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice.
We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
