BeyondTrust Remote Support vs ServiceNow comparison

The compared BeyondTrust and ServiceNow solutions aren't in the same category. BeyondTrust is ranked #16 in VUS , with an average rating of 7.5, and holds a 3.1% mindshare in the category. ServiceNow is ranked #1 in ISM , with an average rating of 8.7, and holds a 22.9% mindshare. Additionally, 100% of BeyondTrust users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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Executive Summary

We performed a comparison between BeyondTrust Remote Support and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, TeamViewer, Citrix and others in Remote Access.

To learn more, read our detailed Remote Access Report (Updated: May 2025).

Buyer's Guide

Remote Access

May 2025

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Review summaries and opinions

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

Categories and Ranking

Microsoft Intune

Mindshare comparison

Remote Access

IT Service Management (ITSM)

Featured Reviews

Joseph Merusi

Collaborations engineer at a financial services firm with 1,001-5,000 employees

Everything has worked better since we started using it

Sometimes the syncing is inconsistent. I'm confident that the devices are checking in every eight hours, but sometimes the devices aren't picking up the settings as quickly as I would expect. Some features haven't been updated in a while, and Microsoft doesn't seem interested in developing them. Unless you talk to an engineer, you don't know whether there will be an update. There are communication issues, so you might start working with a feature without knowing if it will be deprecated six months from now. Some reporting areas still need development. For example, I noticed that the reporting for driver updates is still confusing.

Read full review

Hahn Rolf

CEO at MICRODYN AG

Solution elevates team collaboration and manages remote support efficiently

For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side. Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session. I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily. BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.

Read full review

Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Quotes from Members

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

Pros

"The most valuable feature is probably mobile device management. Small businesses are coming under greater scrutiny and requirements for compliance as time goes on. We don't have to worry about a VPN because we can manage these devices, control company data, and lock users out. If needed, we can remotely wipe devices and deadman-switch them."

"The security posture is very good. It's very customizable."

"The most useful features in Microsoft Intune are the policy enforcement and conditional access. These features make our operations easier from a company perspective."

"Intune has automated the deployment of patches and applications, which is more efficient and easier."

"We have not experienced any bugs or glitches with this solution."

"Our configuration profiles used to be all over the place. For example, there's a lot of legacy stuff in Active Directory. Going through Intune has helped us enforce settings, which has improved device security and functionality. When you apply something through Intune, you know it works. You don't have to worry about a legacy setting from Active Directory that was uploaded by somebody seven years ago. With Intune, you can see that a device has a setting, and you can be confident that the device is configured how you want."

"The security-related tools are excellent; these features allow us to secure devices, lock them down, and ensure compliance."

"I like how Intune deploys the policies and makes them customizable. You can deploy it through Intune and forget about it."

More Microsoft Intune pros

"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."

"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."

"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."

"One of the great features is that service desk members can work together in a remote session."

"The solution is stable."

"It has allowed us to quickly address the needs and issues of our end users."

"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)."

More BeyondTrust Remote Support pros

"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."

"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."

"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."

"The Workflow feature is the most valuable."

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

"It's great to do statuses or to review tasks."

"Identifies better ways to license software or eliminate unused software to save money."

"ServiceNow is easy to use."

More ServiceNow pros

Cons

"It would be awesome if Microsoft opened their API so we could filter more properties. If we have to do anything outside of Intune that requires a third-party solution to talk back to it, we're very limited in what we can do. Trust your people. We promise not to break your stuff. Open it up just a tiny bit wider."

"Customer service used to be better, but as we are nearing the end of the contract, the focus on investing in us as a customer has diminished. It is what one would expect in such a situation."

"The backend of Microsoft Intune needs to be improved. We have seen a little bit of delay as compared to other MDM solutions. That needs to be improved. A little bit more granularity should also be added"

"There could be more wizard-driven policy development or creation. Some of the policies can get quite complex. If they have a wizard that assists the administrators in creating the policy, that will be a great job."

"We've faced significant pushback with Copilot as our clients aren't seeing a favorable cost-benefit analysis."

"While no specific feature requires immediate improvement, the ongoing expansion of reporting and inventory capabilities promises to enhance its utility."

"In Microsoft Intune, there is significant slowness, and there needs to be more logs when we deploy software, parameters, or scripts to troubleshoot problems and errors in the interface, workstations, and Android devices."

"There is room for improvement in integration and security as well."

More Microsoft Intune cons

"The possibility to integrate a chatbot would take this product to the next level."

"Lacks some kind of voice communication option."

"One potential improvement is in the support department. Customers based in India have to wait for support staff in the UK to start their shifts for assistance on non-urgent matters, even for severity one or two issues."

"Customer support was better in the past. About two years ago, the response times became longer."

"The solution currently is not stable and we gave a road map of our expectations two or three days ago."

"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."

"Although the learning curve is steep, the product is well-documented."

"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."

More BeyondTrust Remote Support cons

"Performance could be improved."

"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."

"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."

"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."

"There should be fewer clicks and faster integrations between solutions."

"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."

"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."

"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."

More ServiceNow cons

Pricing and Cost Advice

"As a partner, we always look for how we can generate more revenue from a consulting point of view, but I do not see any complaints from the customer side regarding pricing, so they are satisfied with it."

"Microsoft Intune is expensive."

"In terms of the product price and licensing costs, my company finds the product to be reasonably priced."

"Consider the Microsoft Enterprise Mobility Suite rather than choosing specific sub-components, e.g. only Microsoft Intune."

"I liked the tool's pricing until P2 came into effect. I am unsure about the current value versus the cost of the new licensing model."

"We don't pay for Intune because it is bundled with the premium subscription to Office 365. It includes Intune and Defender. I don't have to buy two extra products to manage my enterprise."

"The pricing needs improvement."

"While I can't provide insights from a business perspective, it's worth noting that the pricing may differ significantly, and the discount we received might not be reflective of standard business rates."

More Microsoft Intune pricing and cost advice

"For a smaller customer, the cloud solution costs around $2300 per user per year."

"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."

"BeyondTrust Remote Support is a very expensive product."

"Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."

"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."

"Their pricing is a little bit high but it's negotiable depending on the type of client. It is approximately R6,000 per year for a user. I would rate the pricing a four out of five."

"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."

"The solution is subscription-based and depends on the number of admin users."

More BeyondTrust Remote Support pricing and cost advice

"Getting the solution up and running is expensive."

"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."

"In Tunisia, the companies find the licensing costs to be expensive."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"Certainly, from a product-platform perspective, the price is not too bad."

"The solution is expensive."

"The CapEx version is great."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

14%

Computer Software Company

12%

Financial Services Firm

Manufacturing Company

Computer Software Company

17%

Financial Services Firm

12%

Manufacturing Company

10%

Government

10%

Educational Organization

24%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

How does Microsoft Intune compare with VMware Workspace One?

Microsoft Intune is a great tool for managing a mobile device fleet while keeping access control. The solution makes ...

See all answers

What are the pros and cons of Microsoft Intune?

Microsoft Intune is a great configuration management tool and has a lot of good things going for it. Here are some of...

See all answers

How does Google Cloud Identity compare with Microsoft Intune?

Microsoft Intune offers not only an easy-to-deploy data protection and productivity management solution, but also ...

See all answers

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...

See all answers

What needs improvement with BeyondTrust Remote Support?

For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specif...

See all answers

What advice do you have for others considering BeyondTrust Remote Support?

If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabiliti...

See all answers

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 t...

See all answers

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 ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

Comparisons

Jamf Pro vs Microsoft Intune

Compared 12% of the time

Workspace ONE UEM vs Microsoft Intune

Compared 8% of the time

Microsoft Entra ID vs Microsoft Intune

Compared 7% of the time

ManageEngine Endpoint Central vs Microsoft Intune

Compared 6% of the time

Microsoft Defender for Endpoint vs Microsoft Intune

Compared 5% of the time

More Microsoft Intune Competitors

Microsoft Remote Desktop Services vs BeyondTrust Remote Support

Compared 16% of the time

TeamViewer vs BeyondTrust Remote Support

Compared 15% of the time

BeyondTrust Privileged Remote Access vs BeyondTrust Remote Support

Compared 12% of the time

TeamViewer Tensor vs BeyondTrust Remote Support

Compared 7% of the time

Claroty Platform vs BeyondTrust Remote Support

Compared 5% of the time

More BeyondTrust Remote Support Competitors

BMC Helix ITSM vs ServiceNow

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

Microsoft Power Apps vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Microsoft Intune

May 2025

Download Microsoft Intune product report

Buyer's Guide

BeyondTrust Remote Support

April 2025

Download BeyondTrust Remote Support product report

Buyer's Guide

ServiceNow

May 2025

Download ServiceNow product report

Also Known As

Intune, MS Intune, Microsoft Endpoint Manager

Bomgar Remote Support

No data available

Overview

Microsoft Intune provides centralized management of mobile devices and applications, ensuring security, compliance, and productivity through integration with Microsoft services like Microsoft 365 and Azure Active Directory.

Organizations use Intune for managing mobile devices and applications, enhancing security and compliance across platforms. With features like single sign-on, conditional access, and zero-touch deployment via Autopilot, it facilitates efficient operations. Intune's scalability, easy enrollment, and capabilities such as remote wipe support diverse device management, offering robust data protection and efficient operation. Despite its features, improvement areas include reporting, compatibility with non-Microsoft devices, and better support for macOS and Linux devices.

What are the key features of Microsoft Intune?

Seamless Integration: Works with Microsoft 365, Azure Active Directory, and System Center for streamlined management.
Conditional Access: Enhances security with policies that restrict access based on conditions.
Autopilot: Provides zero-touch deployment for setting up new devices efficiently.
Mobile Device Management: Enables control over both personal and corporate devices.
Application Deployment: Facilitates app delivery across a range of devices.

What benefits should users look for in reviews?

Centralized Management: Reduces complexity by managing devices and applications in one place.
Security Enhancement: Protects data with features like remote wipe and compliance monitoring.
Improved Productivity: Enhances efficiency with seamless integration and automation features.
Device Scalability: Supports diverse device management for growing business needs.

In industries such as finance, healthcare, and education, Microsoft Intune is implemented to ensure secure and compliant device management. Companies leverage its capabilities to deploy security policies and manage both corporate-owned and BYOD environments, facilitating a unified approach to data protection and compliance.

Microsoft

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.

BeyondTrust

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

PeerSpot 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.”

ServiceNow

Sample Customers

Mitchells and Buzzers, Callaway

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 Microsoft, TeamViewer, Citrix and others in Remote Access. Updated: May 2025.

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