BeyondTrust Remote Support Enterprise Integration
Integrated Remote Support, Secure Chat and Automated Surveys for ServiceNow
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About
Service desks and customer support organizations using ServiceNow can integrate BeyondTrust to improve service levels, centralize support processes and strengthen compliance.
The BeyondTrust integration with ServiceNow increases the effectiveness of your technicians with secure, multi-platform remote support and chat capabilities.
Technicians can launch a remote support session from an open incident or call record in ServiceNow, and detailed session information is appended to the incident or call record when the remote support session ends.
BeyondTrust’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.
The BeyondTrust appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.
Key Features
Outbound Support Sessions - Technicians can launch BeyondTrust sessions from within ServiceNow Incidents, Change Requests, Service Catalog Requests, and Call records using the Generate Session Key button.
Session Updates - BeyondTrust session data is written back to ServiceNow tickets. The basic integration includes chat transcripts. The enterprise integration includes chat transcripts, file transfers, system information, session notes, customer and representative exit surveys, session recordings, and more details about each BeyondTrust session.
Embedded Support Portal - Remote end users can initiate BeyondTrust sessions with technicians through a BeyondTrust support portal embedded within the ServiceNow Employee Self-Service application.
Customer Initiated Sessions - Through the ServiceNow Employee Self Service module, customers can initiate chat sessions with BeyondTrust representatives from within ServiceNow Incident records.
Jump Sessions - Technicians can connect directly to remote Configuration Items using BeyondTrust Jump, Push/Start, RDP, Shell, and/or vPro technology.