BeyondTrust Remote Support vs OpenText Service Manager comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Remote Access Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

More BeyondTrust Remote Support Pros →

"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can have all our requests and incidents registered in one system.""Service Manager does what it should, but it's quite outdated.""Incident management is the most valuable because we're using it to manage tickets for an accounting system.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."

More OpenText Service Manager Pros →

Cons
"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."

More BeyondTrust Remote Support Cons →

"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."

More OpenText Service Manager Cons →

Pricing and Cost Advice
  • "This product provides value for money."
  • "​The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.​"
  • "Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."
  • "Bomgar has a very fair pricing structure."
  • "Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
  • "The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
  • "I would like to order more licenses. This would allow us to support more end users concurrently."
  • "I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
  • More BeyondTrust Remote Support Pricing and Cost Advice →

  • "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."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • "I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
  • "HP Service Manager has moderate pricing."
  • More OpenText Service Manager Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Remote Access solutions are best for your needs.
    765,234 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients.
    Top Answer:The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can… more »
    Top Answer:I can recommend the product, but it is important to note that it is expensive. Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very… more »
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    7th
    out of 45 in Remote Access
    Views
    3,208
    Comparisons
    1,802
    Reviews
    7
    Average Words per Review
    503
    Rating
    8.6
    Views
    1,412
    Comparisons
    947
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    Comparisons
    Also Known As
    Bomgar Remote Support
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    BeyondTrust Remote Support is software built to help organizations gain access to and support nearly any remote computer or mobile device with a single solution. BeyondTrust Remote Support works across Windows, Mac, and Linux and gives you access and control whether a device is on or off the network.

    BeyondTrust Remote Support Features

    BeyondTrust Remote Support has many valuable key features. Some of the most useful ones include:

    • Remote access and control: IT administrators have the ability to resolve issues at light speed, improving productivity and also end-user satisfaction.
    • Efficiency and scale: With BeyondTrust Remote Support, you can manage unattended access to any system and you can also create mass installer packages.
    • Compliance: BeyondTrust Remote Support allows you to automatically monitor activity in real time, record all session activity, and produce a detailed audit log without interfering with service desk processes.
    • Team and permissions administration: By using BeyondTrust Remote Support, you can Implement security across your service desk with granular role and permissions settings.
    • Native 2FA: BeyondTrust Verify is a TOTP native 2FA capability. It can be enabled for any user and verifies the identity of users before a BeyondTrust Remote Support session is actually launched.
    • Credential injection: If users integrate with the BeyondTrust Vault or BeyondTrust Password Safe, they can directly inject credentials into systems and end servers with just one click.

    BeyondTrust Remote Support Benefits

    Some of the benefits of using BeyondTrust Remote Support include:

    • Security and privacy: BeyondTrust Remote Support gives support teams quick access to desktops and IT systems without revealing their credentials and passwords. In addition, integrating BeyondTrust Privileged Access complements and controls access to privileged user accounts to protect mission-critical IT systems.
    • Mobile support: BeyondTrust Remote Support allows IT teams to provide instant remote support to mobile device users. The solution also supports Android smartphones and tablets as well as iOS devices (iPhone, iPad, iPod Touch).
    • ServiceNow integration: BeyondTrust Remote Support offers integrated remote support and secure chat.
    • Support across multiple systems and devices: The BeyondTrust Remote Support solution can help your organization achieve reliable remote support for end users and customers using Windows, Mac, Android, iOS, or any other operating system.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by BeyondTrust Remote Support users.

    A Cybersecurity Architect at a tech vendor says, “The most valuable features are the ease of deployment, performance, pre and post-sales support, the vast majority of the localization they have done and the solution provider that they support. You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.”

    An Enterprise Service Desk Systems Manager at a manufacturing company comments, "Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."

    PeerSpot user Mark B., Sr VP of Business Operations at Networking Technologies and Support, Inc., explains that he thinks the solution is “Great for delivering end-user support, good at recording sessions, and very stable.


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

    Sample Customers
    InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Manufacturing Company16%
    Financial Services Firm12%
    University12%
    Consumer Goods Company12%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Government10%
    Financial Services Firm9%
    Manufacturing Company6%
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm14%
    Manufacturing Company12%
    Government7%
    Company Size
    REVIEWERS
    Small Business37%
    Midsize Enterprise22%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise68%
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    Buyer's Guide
    Remote Access
    March 2024
    Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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.

    We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.