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 remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"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."
"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."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"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."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"It has more extensive features as compared to the other competitors."
"The solution has a user-friendly interface."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"ServiceNow was the first true enterprise to service management platform."
"ServiceNow provides quite good insights about what is happening in the organization."
"The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"In the next release, I would like remote access to Chrome included."
"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."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"Lacks remote support and privileged remote access in the one product."
"Making a mobile version would be helpful."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"I would like to see Advanced Intelligent Automation."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The product’s standard user experience is not the best."
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.
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.
