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Rockin IT with Bomgar
Updated August 05, 2019

Rockin IT with Bomgar

J. D. Steiger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with BeyondTrust Remote Support (formerly Bomgar Remote Support)

We use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons as well.
  • Secure connections that terminate and uninstall at session disconnect. These are important because we deal with sensitive information and is required by our internal controls. Bomgar is excellent at this.
  • Scripting reduces the time to deploy software
  • One thing that Bomgar could do better is to provide more logging natively without relying on products like ServiceNow to capture the logs for them. The logging options should be able to be modified by administrators. The logs should also be role restrictable.
  • Cannot use multiple resource files in a script and not enough space for storing the resource files.
  • Increase efficiency for technicians
  • Clients enjoy the "safety" of knowing that the application was stalled upon disconnect.
As with all things there are areas of opportunity. Ease of use is great, security is excellent, and reliability is also. Things that need improved include ability to add colorized custom sections, like an address book for computers that one connects to that require different settings from default. It would be nice to have additional space for scripts and the ability to use multiple resource files.
I was not involed in the selection process for this product.
It is extremely well suited for desktop and laptop computer access. I have not used it for mobile devices but other colleagues say that it could use a significant amount of improvement in that area. The interface on mobile devices is clunky and slow. Other comments I have heard are that there are a number of disconnects that occur on mobile devices. Specifically android devices.

BeyondTrust Remote Support Feature Ratings

Remote Access ()
Not Rated
Remote Support ()
Not Rated
9.2
File transfer
9
Instant message
9
Access to sleeping/powered-off computers
9
Session record
10
Annotations
9
Platform & Infrastructure ()
Not Rated
Security ()
Not Rated

Using BeyondTrust Remote Support (formerly Bomgar Remote Support)

I actually use Bomgar in a much more limited capacity as an ITSM administrator. I now only use it to look at the end users' desktop when they are having issues with ServiceNow, and even then only if Tier 1 and 2 technicians are unable to help the caller. The product is still very effective just as it was when I started using it 3 years ago.

BeyondTrust Remote Support (formerly Bomgar Remote Support) Implementation