We performed a comparison between BeyondTrust Remote Support and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"Technical support is pretty good."
"It can adapt to any process in the organization."
"We can have all our requests and incidents registered in one system."
"Service Manager does what it should, but it's quite outdated."
"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."
"Service Manager's best features are flexibility and customizability."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Service Manager gives us a single system where everything is centralized in one base."
"Technical support for this region can be improved."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"The possibility to integrate a chatbot would take this product to the next level."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"I don't see anything lacking."
"The solution does not interface well with other products and is difficult to implement."
"Customization can be difficult at times because scripting is often required."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The interface could be better."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while OpenText Service Manager is ranked 12th in IT Service Management (ITSM) with 48 reviews. BeyondTrust Remote Support is rated 9.0, while OpenText Service Manager is rated 7.2. The top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and BMC Helix ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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