ScreenMeet: The intelligent remote support platform for business transformation
Boost IT Productivity
- 1-Click embedded workflow drives usage
- AI session summary to improve reporting accuracy
Enhance Security
-Authenticate, work, and store data in the platform
Make the switch from TeamViewer® to ScreenMeet
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Boost IT Productivity
ScreenMeet is native to the platform, seamlessly supporting any record, channel, or workflow, whether you're on UI16 or the Next Experience.
Customers report using ScreenMeet 3x more than previous tools because it’s always accessible within ServiceNow, boosting efficiency and KPIs.
Easily create reports and dashboards in ServiceNow using ScreenMeet session data to showcase remote support's impact on your KPIs.
Fully Integrated in ServiceNow
Embedded into the ServiceNow platform, ScreenMeet looks and feels like a native feature in the platform, making it the most seamless and intuitive solution for your agents.
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Evaluation Criteria |
ScreenMeet |
TeamViewer® |
|
Integration with ServiceNow |
Fully embedded within the ServiceNow platform so no need to switch between multiple tools or platforms |
Not natively embedded |
|
Agent Logins |
Authenticate through ServiceNow for centralized user management and secure access. |
Users must toggle between TeamViewer and ServiceNow, disrupting workflows and context switching can cause inefficiencies |
|
Agent Workflows |
Automatically logs sessions, recordings, and notes in ServiceNow, and enables real-time case updates and auditing |
Session data is not automatically logged in ServiceNow, and manual updates increase the risk of incomplete or missing records |
|
Setup |
Customizable configurations to fit specific IT workflows within ServiceNow which supports advanced automations and API integrations |
Complex setup requires custom development or third-party apps to enable integration; IT teams need to invest extra time and resources for initial setup and maintenance |
|
Compliance |
Data stays within ServiceNow’s secure environment to meet enterprise-level compliance and security standards |
Data is stored on TeamViewer servers, raising potential privacy issues creating a greater risk of non-compliance with strict enterprise security policies |
AI-Powered Support: Smarter Notes, Faster Resolutions
ScreenMeet’s industry-first AI Summarization automatically adds a human-readable summary to the Incident notes which not only eliminates the unhelpful "Done" note but ensures comprehensive documentation is created automatically. This enables your agents to focus more on solving problems and less on admin tasks.
ScreenMeet AI Assist leverages generative AI to empower agents with real-time troubleshooting and guidance to resolve issues faster and easier than ever before. Agents find answers to their questions faster by simply typing in their question and our AI uses prompt engineering so the results provided will be relevant to the description logged in the Incident and the operating system from where the query was submitted.
Seamless Productivity with Industry-First AI Summarization and AI Assist
AI improves remote support by automating routine tasks, providing real-time insights, and enhancing agent productivity through intelligent ticket management and contextual assistance.
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Evaluation Criteria |
ScreenMeet |
TeamViewer® |
|
AI Features |
Built in AI-powered Incident summarization, automates ticket updates and reduces agent workload |
No built-in AI capabilities like ticket summarization for ServiceNow |
|
Fully Complements ServiceNow's Now Assist AI Functionality |
Automatically generates detailed case summaries and action items within ServiceNow, enhancing the adoption and efficiency of Now Assist by reducing manual data entry and ensuring consistent, accurate ticket updates |
Lacks any comparable AI-driven summarization or ServiceNow integration, forcing agents to manually record session details, slowing down workflows, and increasing administrative overhead |
|
Context Aware Agent Assistance |
Provides real-time support suggestions based on session context; AI-driven insights help agents solve issues proactively |
No real-time recommendations or contextual assistance for agents; Limited ability to deliver predictive insights |
|
Agent Productivity |
Reduces agent burnout with automated summaries and action recommendations and speeds up ticket closure by minimizing manual input |
Requires more manual agent involvement in case resolutions and summaries |
Enhanced Security
Authentication
ScreenMeet is restricted and can only be authenticated through those platforms that have already been approved and deployed within your organization.
This role-based access control ensures that only authorized users can utilize ScreenMeet, providing a layer of security unmatched by consumer-grade products like TeamViewer®.
TeamViewer’s approach of offering free accounts and online sign up for consumers leaves their remote support tool open to abuse from bad actors and the millions of subscribers puts a large target on TeamViewers backs for hackers as a simple google search will demonstrate.
Workflow
Start, run and complete the remote support session directly from the incident. No need for chair swivel.
Data Storage
Session data is automatically logged for a complete audit trail, eliminating the need for scheduled syncs.
Choose where to store recordings, screenshots, and file transfers—ServiceNow, AWS S3, or Azure Blob—to meet your data compliance needs. Full geofencing options allow customers to configure AWS data centers for enhanced control.
Keep Your Enterprise Secure from Attacks
Review the top security areas to see where your organization may be vulnerable right now, and how ScreenMeet manages them for security and compliance across the enterprise.
|
Evaluation Criteria |
ScreenMeet |
TeamViewer® |
|
ServiceNow Compliance |
Enterprise-grade security with built-in ServiceNow compliance |
Security breaches reported historically |
|
Keep Agents Secure |
Authenticate from within ServiceNow |
Separate set of logins means more opportunities for breaches |
|
Control Data Location for Compliance |
Store data in your cloud in designated geographies |
Not able to store data in designated geographies |
|
Role-Based Access Controls |
RBAC managed from within ServiceNow for an extra layer of security |
No RBAC |
|
Audit Trails |
Customizable access controls and audit trails |
Less control over enterprise-level compliance features |
See Why Enterprises are Migrating to ScreenMeet
Outdated Tools
44% of enterprises rely on outdated remote support tools, increasing security vulnerabilities.*
Modernize IT infrastructure to mitigate security risks
Forrester, 2024
Unauthorized Access
Legacy tools are 3x more likely to experience unauthorized access due to lack of robust encryption.*
Transition to Modern, Secure Remote Support Tools with Strong Encryption Protocols
NordLayer, 2024
IT Support
62% of IT leaders admit their current tools don’t meet modern cybersecurity needs.*
Upgrade to Cybersecurity-Ready Tools Aligned with Modern Threat Landscapes
Ponemon Institute, 2024
Learn More
