We performed a comparison between BeyondTrust Remote Support and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"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."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done."
"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."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"There are many expansions available."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"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."
"There should be fewer clicks and faster integrations between solutions."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"If you have advanced questions, technical support often doesn't know the answer."
"When it comes to changing some of the features, I would like a little more leeway."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The ability to embed help information onto the screens."
"The interface is not user-friendly."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. BeyondTrust Remote Support is rated 9.0, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". 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 ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo.
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