ServiceNow CSM and BeyondTrust Remote Support

Products
Privileged Password Management

Discover, manage, audit, and monitor privileged accounts and credentials.

Password Safe

DevOps Secrets Safe

Privileged Access Discovery Application
Endpoint Privilege Management

Enforce least privilege across Windows, Mac, Linux, and Unix endpoints.

Windows and Mac

Unix and Linux

Active Directory Bridge
Secure Remote Access

Centrally manage remote access for service desks, vendors, and operators.

Remote Support

Privileged Remote Access

Privileged Access Discovery Application
Cloud Security Management

Automate the management of identities and assets across your multicloud footprint.

Cloud Privilege Broker
BeyondInsight

Experience the industry’s most innovative, comprehensive platform for privileged access management.
Solutions
Use Cases
Industry Applications
Solutions

The BeyondTrust Privileged Access Management portfolio is an integrated solution that provides visibility and control over all privileged accounts and users.
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- Training
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Support
Universal Privilege Management

Our innovative Universal Privilege Management approach secures every user, asset, and session across your entire enterprise.
Company
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Add support features to existing ServiceNow CSM workflows that connect customer service and remote support, elevating the customer service experience from issue to resolution. Contact our integrations team for more information.

Create Intuitive Customer Support Interactions

BeyondTrust + ServiceNow CSM is a partnership designed to consolidate remote support tech and streamline incident resolution workflows, enabling organizations to create "one-stop-shop" experiences for customers, increase visibility into operational processes, speed up communications and reporting, and meet today’s compliance requirements with ease.

Increase Rep Productivity

Technicians can launch a remote session from an open ticket in ServiceNow CSM, and append notes to the ticket.

Streamline Customer Service

Make it easy for teams to access desktops, servers, and systems quickly and securely, for any operating system.

Lower Costs

Retrieve session details and their associated tickets or change requests on demand to prove compliance with ease.

What BeyondTrust Adds to ServiceNow CSM

Remote Support

BeyondTrust Remote Support gives customer service reps more tools to resolve support incidents quickly and effectively, leading to a better overall customer experience.

Initiate remote support sessions directly from a ServiceNow incident or change record and leverage Remote Support features to improve first-call resolution (FCR) rates. Launch a Remote Support session from an open ticket in ServiceNow. Session details, such as chat transcripts and notes, are automatically appended to the ticket.

Initiate Sessions Within CSM: Generate session key from within a case to initiate a support session with the customer; once the session ends, basic session data along with the chat dialogue will be imported into ServiceNow CSM.
Single-Click Support Sessions: Enable single-click support sessions that can be initiated by end-users via the ServiceNow self-service portal.
Simplified Record Access: Save time by accessing ServiceNow records directly from the Remote Support Rep Console to review details like issues, history, or other context to help quickly resolve the issue.
Automatic Incident Updates: Automatically update ServiceNow incidents and change requests with details from each BeyondTrust Remote Support session, including basic session information and the Chat Transcript.