Item: BeyondTrust Remote Support
Rating: 10
Author: Brian Sossamon

Use Cases and Deployment Scope

We use it as our primary remote support service to help troubleshoot and fix issues with our users. This product is used by our entire IT Department. It helps with immediate or rapid support from our team to our end users.

Pros and Cons

Remote support service.
File sharing.
Desktop and screen sharing.

None that I can tell.

Alternatives Considered

I like how BeyondTrust is set up and implemented within our system. Having the appliance on-premise is even better for our school.

Other Software Used

VNC Connect, Remote Desktop Manager

Likelihood to Recommend

For a small support team for schools this product is invaluable! We don't always have time to leave our desks to travel across the campus, and being able to remote into a machine as tickets arrive has saved us time on our support calls.

Users and Roles

8 - Information Technology in and Education Environment.

Support Headcount Required

6 - Desktop support, troubleshooting skills, critical thinking skills. Basic desktop management understanding.

Business Processes Supported

End-user support.
Device support.
Application Support.

Innovative Uses

We use it as our main remote support.

Future Planned Uses

None that I have used, other than the basic features.

Likelihood to Renew

10

The ease of use is the main reason.

Products Replaced

No

Key Differentiators

Product Features
Product Usability

The features of remote desktop support, file sharing, and desktop sharing are the main reasons we implemented.

Implementation Rating

10

None. The appliance was a plug and play.

Implementation Details / Implementation Partner

Implemented in-house

None.

Support Rating

10

They are always able to help with my issue in a timely manner, and they are always patient and supportive.