Apple Remote Desktop vs BeyondTrust Remote Support (Legacy)

• Automator Actions: This is a very cool feature and cost saving as it reduces human effort by automating the workflow of tasks.
• Curtain Mode: This lets you block your local user's view of the desktop while performing administrative tasks.
• Spotlight Search: It can perform lightning fast searches on machines using the spotlight search feature of OS X and thus saves a lot of time.

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• Ease of use for the end user. Nothing for them to do. We just located their computer object within the management application and double click to access.
• Remote access to the end point as long as they have internet access.
• Administration, permissions in the setup are easy to follow, creating jump groups, policies.

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• I would like to see more included Unix scrips that can be pushed to clients.
• Inclusion of a way to remote control or screen share with Windows machines would be useful, as I manage a handful of Windows machines. While this would be possible using VNC on the Windows machines, including the ability to connect using Windows terminal connections would be awesome, for me.

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• The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
• The rep client software can be a little buggy. Some times it crashes or locks up when using it.
• The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.

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• Apple Remote Desktop has a positive return on investment because for the expense to the school, the value it brings to teachers is important. The return on improved student performance is very difficult to measure financially, but there is a definite return.
• The overall objective of education is to increase student learning, ARD does that phenomenally. Parents see the tool used and are impressed at what the capabilities of the tool can do and how it impacts how active their students are as well as how well they can learn.
• One negative impact is that teachers rely too much on this tool rather than on actually teaching sometimes.

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• Feedback from customer surveys indicate the customers are very happy and impressed with the solution.
• Efficiency is increased with more incidents and requests being completed from the desk rather than visiting.
• Faster resolution of incidents where the users is out of the office. Typically these would need to wait until they were in the office, now we can remote control and resolve via an internet connection.

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