BeyondTrust Remote Support vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

BeyondTrust Remote Support
Average Rating
9.0
Number of Reviews
32
Ranking in other categories
Remote Access (9th), Privileged Access Management (PAM) (11th)
ServiceNow
Average Rating
8.4
Number of Reviews
212
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
 

Featured Reviews

Justin Glasscock - PeerSpot reviewer
Aug 17, 2022
You can connect to a system without end-user interaction.
I would say setting up the cloud version was fairly straightforward. BeyondTrust stood up the application and then handed it over just kind of blank, the company at the time did not want to pay the implementation cost. So integrated it with Azure for single sign on, set up the group policies, I would say it was pretty straightforward. So it was kind of an ongoing. Once we got the initials set up and core administrators that would be using the tool set up with local accounts, it did become a more back burner task. I was able to work on it as I was had free time from other tasks. I would say really getting it to the basic usability point of being able to log in on the tool and to be able to connect and help somebody was within a couple hours and then developing the customizations, client deployment installations via group policy, transitioning from using local accounts to Azure AD accounts. If able to tackle in one sitting, probably would've been a few days, but since it was using more free time from other tasks, it was an ongoing process that took weeks and even into a couple of months to kind of get to a very nice deployment flow where everything was set up and easily usable and easy to onboard somebody else into the tool. Just one person really. Just me.
NM
Sep 7, 2023
Streamlining workflow and comprehensive service catalog for enhanced efficiency
We use it for incident management and service requests It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform. It enables faster communication and turnaround time between the parties, which was previously challenging through…

Quotes from Members

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

Pros

"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."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"I personally like the ability to share files with other machines."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"It has more extensive features as compared to the other competitors."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"The look and feel is a valuable benefit for adoption."
"It has an excellent capability to integrate different access points."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
 

Cons

"I would also like to see better support of Apple devices while using a Windows remote support console."
"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."
"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."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"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."
"Technical support for this region can be improved."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"The user interface for accessing assistance sometimes disconnects."
"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."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"An area for improvement would be the accessibility of downloaded and compressed files."
"The interface requires an upgrade."
"They could improve license management, particularly when integrating different applications or toolsets."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
 

Pricing and Cost Advice

"I rate Remote Support eight out of 10 for affordability. It's definitely not the cheapest product, but you get a good return on your investment."
"We believe for the money, it is worth what you pay."
"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."
"This product provides value for money."
"The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
"Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
"BeyondTrust Remote Support is a very expensive product."
"I would prefer that it was more affordable."
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
"The product cost is higher than that of other vendors."
"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."
"I would say it is moderately expensive, ranging from six to seven on a scale of ten."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
10%
Government
10%
Manufacturing Company
6%
Educational Organization
22%
Computer Software Company
11%
Financial Services Firm
10%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BeyondTrust Remote Support?
The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients.
What needs improvement with BeyondTrust Remote Support?
The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area c...
What advice do you have for others considering BeyondTrust Remote Support?
I can recommend the product, but it is important to note that it is expensive. Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very c...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Also Known As

Bomgar Remote Support
No data available
 

Overview

 

Sample Customers

InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
AAA, 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    
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access. Updated: June 2024.
787,061 professionals have used our research since 2012.