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Most Helpful Review
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: December 2020.
456,249 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.""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 is a very secure product."

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"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.""Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets.""The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found that sorting and grouping functions are particularly useful."

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Cons
"It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice.""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.""Technical support for this region can be improved."

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"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.""It's missing monitoring capabilities.""I do not like the user interface.""Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier."

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Pricing and Cost Advice
"The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing.""I would prefer that it was more affordable."

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"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

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Questions from the Community
Top Answer: You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.
Top Answer: It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of… more »
Top Answer: Definitely take the 30-days trial and don't jump to any conclusions to integrate with their ITSM tool. Evaluate it first, sit down and study it a little bit further before making a commitment to do… more »
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more »
Ranking
7th
out of 32 in Remote Access
Views
4,816
Comparisons
2,958
Reviews
2
Average Words per Review
844
Rating
9.0
Views
55,659
Comparisons
32,935
Reviews
22
Average Words per Review
521
Rating
8.0
Popular Comparisons
Compared 12% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Bomgar Remote Support
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BeyondTrust
ServiceNow
Overview

BeyondTrust Remote Support (formerly Bomgar Remote Support) is the #1 solution for organizations that need to securely access and support any device or system, anywhere in the world. Technicians using Remote Support can quickly connect to, view, and control remote systems and devices, chat and collaborate with end-users or other technicians, all while improving remote access security. Organizations in all vertical markets around the globe use Remote Support to deliver superior support services and reduce threats to valuable data and systems. BeyondTrust is privately held and headquartered in Atlanta, GA with offices and channel partners around the world. Connect with BeyondTrust at www.beyondtrust.com, the BeyondTrust Blog, or on Facebook, Twitter and LinkedIn. Get a free trial of Remote Support at https://www.beyondtrust.com/remote-support/trial.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about BeyondTrust Remote Support
Learn more about ServiceNow
Sample Customers
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences CorporationAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
REVIEWERS
Consumer Goods Company17%
University17%
Financial Services Firm11%
Manufacturing Company11%
VISITORS READING REVIEWS
Computer Software Company27%
Government11%
Comms Service Provider9%
Educational Organization9%
REVIEWERS
Financial Services Firm16%
Healthcare Company14%
Manufacturing Company11%
Computer Software Company9%
VISITORS READING REVIEWS
Computer Software Company37%
Comms Service Provider13%
Government7%
Financial Services Firm5%
Company Size
REVIEWERS
Small Business31%
Midsize Enterprise23%
Large Enterprise46%
REVIEWERS
Small Business19%
Midsize Enterprise12%
Large Enterprise69%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise11%
Large Enterprise74%
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: December 2020.
456,249 professionals have used our research since 2012.

BeyondTrust Remote Support is ranked 7th in Remote Access with 3 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 24 reviews. BeyondTrust Remote Support is rated 9.0, while ServiceNow is rated 7.8. The top reviewer of BeyondTrust Remote Support writes "Easy to deploy, has good performance, good pre and post-sales support, and is an undisputed global leader". On the other hand, the top reviewer of ServiceNow writes "We are able to significantly leverage the widget concept in the Service Portal". BeyondTrust Remote Support is most compared with TeamViewer, Microsoft Remote Desktop Services, Check Point Remote Access VPN, ConnectWise Control and LogMeIn Rescue, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty.

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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.