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."The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"It has allowed us to quickly address the needs and issues of our end users."
"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."
"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 most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"We always get good support."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"It has more extensive features as compared to the other competitors."
"Change management is most valuable."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The Workflow feature is the most valuable."
"The possibility to integrate a chatbot would take this product to the next level."
"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."
"It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"Technical support for this region can be improved."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"The ability to embed help information onto the screens."
"The discovery of assets could be improved; right now they only allow for one domain."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"The solution’s user interface could be improved and given a better design."
"ServiceNow doesn't cater to the Middle Eastern market."
BeyondTrust Remote Support is ranked 7th 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.
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.
