Compare BeyondTrust Remote Support vs. Micro Focus Service Manager

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Most Helpful Review
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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.""The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either."

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"Its flexibility and ease of customization are its most valuable features.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

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Cons
"It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice.""Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand."

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"Their end-user interface and technical support features could be improved.""The solution does not interface well with other products and is difficult to implement.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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Pricing and Cost Advice
"The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing."

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"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

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Questions from the Community
Top Answer: You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.
Top Answer: It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of… more »
Top Answer: Definitely take the 30-days trial and don't jump to any conclusions to integrate with their ITSM tool. Evaluate it first, sit down and study it a little bit further before making a commitment to do… more »
Top Answer:  It can adapt to any process in the organization.
Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more »
Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
Ranking
6th
out of 31 in Remote Access
Views
4,776
Comparisons
2,928
Reviews
1
Average Words per Review
1,077
Avg. Rating
10.0
Views
2,105
Comparisons
1,359
Reviews
4
Average Words per Review
635
Avg. Rating
6.3
Popular Comparisons
Also Known As
Bomgar Remote Support HPE ITSM, HPE Service Manager
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BeyondTrust
Micro Focus
Overview

BeyondTrust Remote Support (formerly Bomgar Remote Support) is the #1 solution for organizations that need to securely access and support any device or system, anywhere in the world. Technicians using Remote Support can quickly connect to, view, and control remote systems and devices, chat and collaborate with end-users or other technicians, all while improving remote access security. Organizations in all vertical markets around the globe use Remote Support to deliver superior support services and reduce threats to valuable data and systems. BeyondTrust is privately held and headquartered in Atlanta, GA with offices and channel partners around the world. Connect with BeyondTrust at www.beyondtrust.com, the BeyondTrust Blog, or on Facebook, Twitter and LinkedIn. Get a free trial of Remote Support at https://www.beyondtrust.com/remote-support/trial.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Offer
Learn more about BeyondTrust Remote Support
Learn more about Micro Focus Service Manager
Sample Customers
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporationresultspositive, Globicon
Top Industries
REVIEWERS
University17%
Consumer Goods Company17%
Financial Services Firm11%
Manufacturing Company11%
VISITORS READING REVIEWS
Computer Software Company28%
Government11%
K 12 Educational Company Or School10%
Media Company8%
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Government8%
VISITORS READING REVIEWS
Computer Software Company41%
Comms Service Provider20%
Manufacturing Company7%
Government7%
Company Size
REVIEWERS
Small Business28%
Midsize Enterprise24%
Large Enterprise48%
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: November 2020.
447,546 professionals have used our research since 2012.
BeyondTrust Remote Support is ranked 6th in Remote Access with 2 reviews while Micro Focus Service Manager is ranked 14th in IT Service Management (ITSM) with 4 reviews. BeyondTrust Remote Support is rated 9.0, while Micro Focus Service Manager is rated 6.2. The top reviewer of BeyondTrust Remote Support writes "Easy to deploy, has good performance, good pre and post-sales support, and is an undisputed global leader". On the other hand, the top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". BeyondTrust Remote Support is most compared with TeamViewer, Microsoft Remote Desktop Services, Check Point Remote Access VPN, ServiceNow and ConnectWise Control, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk and IBM Maximo.

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