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."The support team who are interfacing with us, are excellent. They are on time for any response."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"We are able to be more effectively connected to computers and servers all over the world."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"This is a very secure product."
"Technical support is pretty good."
"It's easy to scale."
"It can adapt to any process in the organization."
"The initial setup is easy."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager's best features are flexibility and customizability."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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."
"Lacks remote support and privileged remote access in the one product."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"The interface could be better."
"I don't see anything lacking."
"Customization can be difficult at times because scripting is often required."
"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
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 "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and LogMeIn Pro, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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