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Unresolved Issues with Bomgar® Piling Up?

You’ve come to the right place. Whether you’re going through a rough patch, a connectivity plateau, or feeling ghosted since Bomgar became BeyondTrust, we hear you — and we’re here for you.
 
Unlike Bomgar that’s still stuck in its old look and its old ways, it forgets the importance of productivity. ScreenMeet is embedded in ServiceNow so you can feel good knowing that you’ll be happily productive with the right SaaS by your side. 
 
So break up with Bomgar. Leave its old ways, outdated look, and clunky workflow behind. We’ve got everything Bomgar offers and more—all for the same budget
  
Plus, we’re easy for everyone to use because our architecture isn’t stuck in the past.
Let's Talk
GUI Comparison Bomgar versus Embedded ScreenMeet

More Enterprises Switch to ScreenMeet

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Imagine what the right SaaS by your side can do for business

Enterprises switch to ScreenMeet and their employees and agents are getting more done in less time and even less frustration. That's because productivity is also on your side with a seamless ServiceNow integration. So your team can use ScreenMeet Remote Support, embedded in ServiceNow, to resolve employee tickets faster. 

 

ScreenMeet with Embedded ServiceNow Remote Support-connection
GUI Comparison Bomgar versus Embedded ScreenMeet

Same Old Ways, Same Old Limitations

Sure, Bomgar® has been around since 2003, back before cloud computing and a globally connected workplace. It was designed for appliances, VPNs, and desktops so it didn’t need to be nimble for WFH demands, stay flexible within tech workflows, and get integrated into ITSM platforms like ServiceNow. 

Then in 2018, Bomgar joined a new family of companies, BeyondTrust®. Now their focus isn’t as much on serving your needs, but focusing on an entirely different category of Remote Support. 

It’s no surprise that BeyondTrust customers complain about performance issues, unresponsive support, cumbersome experiences, stagnant productivity, and expensive pricing with forced upgrades. It requires a separate workflow from ServiceNow, so the customer loses even more productivity. Also, their AWS integration is not cloud-native like they’d like you to think it is. 

Compare Bomgar® to ScreenMeet for a Healthier Bottom Line


It’s hard to embrace all the flaws within Bomgar. Here’s what IT Service Leaders share about their relationship and experience with BeyondTrust Remote support:

 

Big picture comparison

ScreenMeet Remote Support

BeyondTrust® Remote Support / Bomgar®

One cockpit for Agents

Disconnected
  • Embedded in ServiceNow
  • Separate workflow from ITSM
  • Browser-based
  • Download-based
  • Sleek UX with fewer steps
  • Antiquated UX with more steps
  • Automated session data logging
  • Manual copy and paste of session data
  • High-quality software
  • Buggy software
   

Enterprise-grade

Slower and cumbersome
  • AWS Platform
  • On-prem and virtual appliance
  • Global data center footprint
  • Limited data center footprint
  • Snappy/low-latency
  • Lag, delay, and higher bandwidth usage
  • Authenticate from ServiceNow
  • Separate set of logins
  • Store data in your cloud in designated geographies
  • Not able to store data in designated geographies
  • Unlimited user capacity
  • Limited concurrent user capacity
   

ROI in 4 months

Expensive
  • Fast initial set-up and native integrations
  • Difficult initial setup and integration
  • Configure in 15-minutes
  • 28-page installation guide
  • Easy to learn and use
  • High learning curve
  • No maintenance fees
  • Yearly maintenance cost increases
  • Support included in product subscription
  • High support costs
  • No forced upgrades
  • Forced and cumbersome upgrades to base software on the virtual appliance. 
  • Transparent billing practices
  • Opaque billing practices
  • Active-user licenses
  • Unused named licenses
  • Quarterly product releases
  • Lack of innovation

 

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Detailed comparison

Let’s peel back the layers and look beyond the surface to see how remote vendors stack up. So much of your success is tied to factors beyond standard software features. 

How Do Remote Support Features Stack Up?

Since remote support is a well-established software category that’s been around for over 20 years, a set of features and requirements come standard no matter what platform your team’s on. However, not all features are created equally. You won’t believe the difference.

ScreenMeet not only stands by a better product, we’ll even wait for you to realize it. That’s why there's no rush, no pressure. Compare for as long as you need to make a decision on what’s better for your team.  

When you’re ready our Customer Success Managers will help you migrate quickly from start to finish.

 

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

Standard remote support features

Yes

Yes

Although the functionality may be similar, our ease of use and user experience differ entirely.

Generative AI assistant

Yes

No

Agents get real-time answers to technical issues. 

Integrated Reporting

Yes

No

All remote support data available for integration into ServiceNow ITSM reporting

Free from vendor branding

Yes

No

Create a professional experience free from vendor branding.

 

Simply Sophisticated

Whether it’s the ScreenMeet UI, the no-latency factor, and a faster resolution for first-time tickets, you’ll find sophistication and simplicity in just about every feature. 

 

Boost agent productivity 

When agents find applications easy to learn and use, they adopt them and become more productive. 

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

Browser-based Interface

Yes

No

Zero agent downloads reduce friction for agents to use remote support and drive faster ticket resolution, making agents more productive. 

Embedded in ServiceNow Interface

Yes

No

Seamless user experience. Agents don’t need to switch to another application 

because our solution is embedded in ServiceNow. Agents can easily access remote support from a single cockpit for

one end-to-end workflow for support ticket resolution, making them more productive.


BeyondTrust require agents to look at a separate screen and use a different technology workflow. 

Embedded session initiation for the agent

Yes

No

Our solution is accessible directly from the ServiceNow UI, boosting agent productivity. 

Automated session data logging 

Yes

No

Automatic remote session logging into ServiceNow for a seamless journey. This saves time from manual tasks like copying and pasting. 

Modern interface design principles 

Yes

No

Our interface is clean and beautifully designed, making agents more efficient—fewer clicks to get work done. 

 

Deliver better employee experiences

Drive employee satisfaction ratings higher with easy-to-use remote support software that agents like using. 

 

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

Modern UX

Yes

No

Employees appreciate the clean user experience, contributing to their overall experience. 

Multi-channel support

Yes

No

Employees get faster ticket resolution with our integrated approach to IT Service.

Low-latency

Yes

No

Global cloud infrastructure is closer to your end-users, producing a snappy, low-latency experience for employees and agents. 

Integrated workflow for session initiation for employee

Yes

No

Our solution sends links to customers from ServiceNow, making it easy for employees to find and join, reducing effort.

 

Let's Talk >>

Enterprise-grade

Large or complex organizations require platforms that fulfill more stringent requirements. 

Security

IT Security requirements evolve with new threats, new standards, and new regulations. That’s why it's important to consider vendor technology architecture and their ability to stay ahead of your security requirements. 

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

Role Based Access Control from ServiceNow

Yes

No

BeyondTrust requires separate login credentials, increasing security risks. Our solution lets agents use their existing ServiceNow credentials and skip logging in again to access the remote support tool.

Flexible data storage options

Yes

No

Flexible data storage options for cloud providers like AWS, Azure, and ServiceNow storage let you store data in your cloud in designated geographies. BeyondTrust doesn't provide storage options, forcing you to build them.

With our solution, you can use your trusted storage environment and reduce risk—simply plug in your API keys to configure your storage.

Geo-fencing

Yes

No

Geo-location safelist configuration control. You can specify or restrict session transmission and data storage geo-locations to comply with country-specific policies.

Account Management from ServiceNow

Yes

No

Seamless and secure authentication. ScreenMeet reduces account provisioning and de-provisioning overhead. Once you’ve installed our solution in your ServiceNow instance, agents don’t need to do anything else—it just works.

Performance and availability

The snappiness of an application and its up-time has a direct impact on agent and employee productivity and satisfaction.  

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

Proven Cloud infrastructure

Yes

No

We’re built on AWS, a leader in the Gartner Magic Quadrant for Cloud Infrastructure and Platform Services for 12 years.

Unlimited user capacity

Yes

No

Our solution lets you scale your organization without ever hitting a wall.

Available in all regions

Yes

No

We comply with data residency requirements and deliver our service globally.

Low-latency

Yes

No

Global cloud infrastructure is closer to your end-users, producing a snappy, low-latency experience for employees and agents. 

 

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ROI

The return on investment in remote software can differ greatly, so let's compare. 

Faster time-to-value

Consider the time it takes to set up, train agents, and go live with remote software. 

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

Native integration

Yes

No

ServiceNow integration at a deeper level. Better and more robust quality integrations right out of the box mean you deploy instantly with almost no training and can access more data across technology workflows. BeyondTrust requires more time and money to customize each integration manually.

3-step installation and configuration in less than 30 minutes

Yes

No

BeyondTrust sends a 35-page installation guide and expects you to figure it out. Because our solution is deeply embedded in ServiceNow, you can configure the application in less than 30 minutes and go live super-fast. 

Customer Success resources included

Yes

No

Our customer success team works with each customer to ensure their successful go-live and adoption.  

Lower total cost of ownership

The total cost of ownership of remote desktop software is shaped by the deployment model, pricing model,

Evaluation Criteria

ScreenMeet

BeyondTrust®

Impact

100% Cloud Solution

Yes

No

BeyondTrust offers a mix of premise-based appliances and virtual appliances. Our solution is built on AWS, a leading cloud provider with a global data center footprint that features best-of-breed security, availability, performance, scalability, and flexibility.

This means no capital expense, forced upgrades, maintenance fees, or implementation consulting fees. 

Usage-based pricing

  Yes

No

BeyondTrust uses a named user or concurrent user pricing, so you waste money if you buy more capacity than you use. Our active user pricing model ensures alignment with your successful use. 

Customer Success

Yes

No

Our customer success team is included in your product subscription. 

See why enterprises are migrating to ScreenMeet

Ready to take the first step in doing what’s better for you and your IT Help Desk Support needs? Breaking up with BeyondTrust® may be the hardest part of this process, but ScreenMeet is here to help you go through the migration process with ease.

Schedule a time with a ScreenMeet Consultant to walk you through:

  • How to improve agent productivity
  • How to improve employee satisfaction
  • How to satisfy enterprise requirements
  • and what to expect from a migration that’s as quick as 30 minutes within ServiceNow.

Schedule Now >>

Migrate from Bomgar - BeyondTrust to ScreenMeet Remote Support with ease

We want to save time and be more efficient… We want the experience to be like a plane cockpit with all the buttons in front of us. When we have that experience, we are not wasting time, we are more efficient with all the data in front of us, and we can act quickly.

Liran Daniel, Employee Experience Innovation Manager

ServiceNow

Now we can connect to anybody as if we were there face-to-face to help support them. We’re able to get people up and running faster.

Waqas Mahmud, Senior Mgr of IT and Services

Ontario Teachers' Pension Plan (OTPP)

It was the smoothest move ever we have done with a tool. And because session notes, screen shots, call recordings, and other information are automatically added to the incident, the biggest benefit so far has been the time savings, requiring fewer steps to get everything into the ticket for logging.

Liran Daniel, Employee Experience Innovation Manager

ServiceNow

I can say that our agents cannot live without ScreenMeet today.

Liran Daniel, Employee Experience Innovation Manager

ServiceNow