BeyondTrust Remote Support

Real User Monitoring

Enables observation of actual end-user interactions with applications, users’ behaviours, how they navigate, and where they drop off the application.

Remote Support

Offers remote support feature that allows IT admins to remotely connect to end-user devices for troubleshooting and maintenance.

Remote Control

Allows users access to the devices remotely, taking control of the physical screen, keyboard and other inputs.

Augmented Reality Remote Assistance

Real-time remote assistance for troubleshooting via augmented reality. Ability to annotate, highlight, or explore a 3D object over a smartphone or smartglasses.

Web & Desktop Conferencing

Multi-party screen sharing, and peer-to-peer or multi-party video conferencing from any location.

Discovery

Automated discovery and identification of devices and associated applications on the network.

Intelligence Reports

Pre-built or customized reports delivered periodically, detailing activities and events over a period.

Role-Based Access Controls

The solution provides differential controls for managing platform capabilities.

Attended and Unattended Remote Access

IT administrators can remotely access a device whether or not that device is being attended to by the device end user.

Audit Management

Includes data security, audit reports, and revision control.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.