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."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 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 has allowed us to quickly address the needs and issues of our end users."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"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."
"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."
"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."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"The pricing of the product is quite good. It's not too expensive."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"The workflow capability for easy setup is powerful."
"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 don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"The most valuable feature is that this is a Cloud solution."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"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."
"Technical support for this region can be improved."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"In the next release, I would like remote access to Chrome included."
"Lacks remote support and privileged remote access in the one product."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"They could improve license management, particularly when integrating different applications or toolsets."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"The product’s standard user experience is not the best."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"I would like to see a mobile version of ServiceNow."
"ServiceNow doesn't cater to the Middle Eastern market."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
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.
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