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."I personally like the ability to share files with other machines."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"Offers a secure method of access without having to install agents everywhere."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"Solution has a good UI."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"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."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"The most valuable feature is the flexibility of development for customization."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"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."
"We used ServiceNow for change management, release management, and event management."
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"In the next release, I would like remote access to Chrome included."
"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."
"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 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."
"Although the learning curve is steep, the product is well-documented."
"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."
"The capital expenditure neeed to get the tool up and running is extensive."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"Compared to other products that I have been using, it is not as user-friendly."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"The interface is not user-friendly."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"The interface requires an upgrade."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 210 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, IBM Maximo and Appian.
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