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 are able to be more effectively connected to computers and servers all over the world."
"Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
"Solution has a good UI."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"It has allowed us to quickly address the needs and issues of our end users."
"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."
"I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS."
"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."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"The analytics - we like to keep track of how much work everyone is doing."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"It has an excellent capability to integrate different access points."
"Makes ticket information easy to access."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"Technical support for this region can be improved."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"Lacks some kind of voice communication option."
"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."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The user interface for accessing assistance sometimes disconnects."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
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, IBM Maximo and Appian.
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