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BeyondTrust Remote Support vs ServiceNow comparison

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Remote Access
June 2022
Find out what your peers are saying about Citrix, TeamViewer, Microsoft and others in Remote Access. Updated: June 2022.
608,713 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
"The solution is stable.""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.""Offers a secure method of access without having to install agents everywhere.""Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise.""It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us.""This is a very secure product.""The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely.""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."

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"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.""There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities.""Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.""I like the ease of use.""Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable.""Straightforward tool.""I have found the workflows and integration the most valuable in this solution.""It is robust and very user-friendly."

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Cons
"Lacks some kind of voice communication option.""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.""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.""iOS interactive support would be a cool addition. Right now it's a non-interactive view.""Lacks remote support and privileged remote access in the one product.""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."

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"Performance could be improved.""Its setup is tough. It takes a lot of knowledge and a lot of experience.""They need to be providing vendors and implementation partners with materials and guidance on implementation.""It's a little expensive compared to other tools.""Licensing costs are very high.""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.""There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration.""There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

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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."
  • "We pay every year for the box, and there are no additional costs."
  • "It is expensive. Performance-wise, it is pretty good, but we're less happy with the cost. Its licensing is on a yearly basis. It is also on a per-technician basis. A certain number of concurrent technicians can log in and access all the features."
  • "It is pretty pricey. It is not cheap. The licensing structure is not cheap. The tool is not cheap, but in the long run, it is well worth it. It is probably one of the best on the market because it is just so easy to use and easy to deploy. It gave us the ability to see what everybody was doing. It held people accountable. It gave us the accountability that we needed."
  • More BeyondTrust Remote Support Pricing and Cost Advice →

  • "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."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer:It is pretty pricey. It is not cheap. The licensing structure is not cheap. The tool is not cheap, but in the long run, it is well worth it. It is probably one of the best on the market because it is… more »
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
    Top Answer:The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices. You… more »
    Ranking
    7th
    out of 34 in Remote Access
    Views
    3,544
    Comparisons
    2,170
    Reviews
    8
    Average Words per Review
    492
    Rating
    8.6
    Views
    48,743
    Comparisons
    33,172
    Reviews
    77
    Average Words per Review
    574
    Rating
    8.2
    Comparisons
    Also Known As
    Bomgar Remote Support
    Learn More
    Overview

    BeyondTrust Remote Support is software built to help organizations gain access to and support nearly any remote computer or mobile device with a single solution. BeyondTrust Remote Support works across Windows, Mac, and Linux and gives you access and control whether a device is on or off the network.

    BeyondTrust Remote Support Features

    BeyondTrust Remote Support has many valuable key features. Some of the most useful ones include:

    • Remote access and control: IT administrators have the ability to resolve issues at light speed, improving productivity and also end-user satisfaction.
    • Efficiency and scale: With BeyondTrust Remote Support, you can manage unattended access to any system and you can also create mass installer packages.
    • Compliance: BeyondTrust Remote Support allows you to automatically monitor activity in real time, record all session activity, and produce a detailed audit log without interfering with service desk processes.
    • Team and permissions administration: By using BeyondTrust Remote Support, you can Implement security across your service desk with granular role and permissions settings.
    • Native 2FA: BeyondTrust Verify is a TOTP native 2FA capability. It can be enabled for any user and verifies the identity of users before a BeyondTrust Remote Support session is actually launched.
    • Credential injection: If users integrate with the BeyondTrust Vault or BeyondTrust Password Safe, they can directly inject credentials into systems and end servers with just one click.

    BeyondTrust Remote Support Benefits

    Some of the benefits of using BeyondTrust Remote Support include:

    • Security and privacy: BeyondTrust Remote Support gives support teams quick access to desktops and IT systems without revealing their credentials and passwords. In addition, integrating BeyondTrust Privileged Access complements and controls access to privileged user accounts to protect mission-critical IT systems.
    • Mobile support: BeyondTrust Remote Support allows IT teams to provide instant remote support to mobile device users. The solution also supports Android smartphones and tablets as well as iOS devices (iPhone, iPad, iPod Touch).
    • ServiceNow integration: BeyondTrust Remote Support offers integrated remote support and secure chat.
    • Support across multiple systems and devices: The BeyondTrust Remote Support solution can help your organization achieve reliable remote support for end users and customers using Windows, Mac, Android, iOS, or any other operating system.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by BeyondTrust Remote Support users.

    A Cybersecurity Architect at a tech vendor says, “The most valuable features are the ease of deployment, performance, pre and post-sales support, the vast majority of the localization they have done and the solution provider that they support. You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.”

    An Enterprise Service Desk Systems Manager at a manufacturing company comments, "Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."

    PeerSpot user Mark B., Sr VP of Business Operations at Networking Technologies and Support, Inc., explains that he thinks the solution is “Great for delivering end-user support, good at recording sessions, and very stable.


    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Offer
    Learn more about BeyondTrust Remote Support
    Learn more about ServiceNow
    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    
    Top Industries
    REVIEWERS
    Manufacturing Company17%
    Financial Services Firm13%
    University13%
    Consumer Goods Company13%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider12%
    Government11%
    Financial Services Firm5%
    REVIEWERS
    Computer Software Company16%
    Financial Services Firm16%
    Healthcare Company9%
    Manufacturing Company9%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Comms Service Provider13%
    Government8%
    Financial Services Firm8%
    Company Size
    REVIEWERS
    Small Business36%
    Midsize Enterprise22%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise17%
    Large Enterprise63%
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise15%
    Large Enterprise70%
    Buyer's Guide
    Remote Access
    June 2022
    Find out what your peers are saying about Citrix, TeamViewer, Microsoft and others in Remote Access. Updated: June 2022.
    608,713 professionals have used our research since 2012.

    BeyondTrust Remote Support is ranked 7th in Remote Access with 9 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 80 reviews. BeyondTrust Remote Support is rated 8.6, while ServiceNow is rated 8.2. 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 "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". BeyondTrust Remote Support is most compared with TeamViewer, BeyondTrust Privileged Remote Access, Microsoft Remote Desktop Services, LogMeIn Rescue and F5 BIG-IP Access Policy Manager (APM), whereas ServiceNow is most compared with Microsoft PowerApps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, JIRA Service Management and Pega BPM.

    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.