The Best BeyondTrust Competitors & Alternatives: Choosing Between PAM and ITSM-Native Support

BeyondTrust bundles powerful privileged access management with remote support.

But is that combination right for your IT team?

Most IT support teams don't need full privileged access management (PAM) capabilities. And choosing a platform that focuses on PAM means sacrificing usability, adoption, and efficiency across other IT support functions.

IT teams are evaluating BeyondTrust alternatives because of:

• PAM overkill: Most support teams need remote troubleshooting, not privileged access management for every incident.
• Complexity overhead: The platform has a steep learning curve, extended implementation timelines, and specialized administration requirements.
• Workflow fragmentation: Separate application architecture forces context switching between BeyondTrust and IT service management (ITSM) platforms.
• Missing modern capabilities: It offers limited automation and lacks AI-powered documentation or platform-native ITSM integration.
• Premium pricing for unused features: Its licensing for PAM capabilities is expensive—and most help desks never fully leverage it.

This guide compares BeyondTrust alternatives across different use cases to help you find the right remote support software or privileged access manager for your business.

From PAM-focused competitors (CyberArk, Delinea) to purpose-built ITSM-native remote support (ScreenMeet), budget-friendly options (Splashtop), and legacy tools (TeamViewer, LogMeIn).

The right alternative depends on your primary need: privileged access management, platform-native ServiceNow integration, managed service provider (MSP) workflows, or remote access.

Let's break down your options.

1. ScreenMeet – Best BeyondTrust Remote Support Alternative

Most remote support tools treat your ITSM platform as an afterthought.

They offer API connections or integrations that bolt external applications onto your existing workflows.

ScreenMeet takes the opposite approach.

We built the only remote support solution that lives natively inside ServiceNow, Salesforce Service Cloud, and Tanium.

That’s because we understand how IT teams actually work in real life. Their process doesn’t revolve around their remote support tool (and it shouldn’t). It revolves around their ITSM platform.

Agents never have to leave ServiceNow to troubleshoot issues. Session data automatically populates incident records. And AI captures expert problem-solving patterns to accelerate future resolutions.

Here's what makes it the top BeyondTrust Remote Support alternative:

The Platform-Native Advantage

Traditional remote support creates workflow fragmentation. Agents switch between their ticketing system and a separate remote access application, manually copying session details and recreating context with every handoff. ScreenMeet eliminates this friction entirely.

With ScreenMeet:

• Agents work entirely within the ITSM interface: One-click session launch directly from incident records.
• Zero context switching: Remote control toolkit, system diagnostics, and troubleshooting happen without leaving the platform.
• Automatic session summaries: Session details, device telemetry, activity logs, and resolution notes populate incidents automatically.
• Unified governance: Inherits ServiceNow's role-based access controls, security features and policies, and compliance frameworks for enterprise-grade, secure remote access.
• Native audit trails: Session summaries, activity logs, and compliance data stored within ServiceNow's existing infrastructure.

IT teams report a 25–35% reduction in mean time to resolution (MTTR), driven purely by eliminating workflow friction and manual documentation.

AI Capabilities That Maximize Platform ROI

Every support leader knows the "Done gap."

Agents close incidents with vague notes like "Issue resolved" because documentation competes with solving problems. Valuable solutions disappear, similar issues get resolved from scratch repeatedly, and when you activate Now Assist or Agentforce, there's no substantive support data to train on.

ScreenMeet delivers three AI capabilities to change that and unlock the full capabilities of your ITSM platform’s native AI functionality:

• AI Session Summary: Summarizes every Remote Support session. Diagnostic steps, troubleshooting approaches, and resolution details with no agent effort. 60% reduction in manual documentation time. 100% of incidents receive thorough write-ups regardless of agent workload.
• AI Fix: Real-time troubleshooting recommendations during sessions based on device configuration, knowledge base content, and past successful resolutions. Contextual guidance exactly when it’s needed, improving first-call resolution by 25–35%. Plus, AI that transforms multi-step procedures into one-click execution. Disk cleanup, startup optimization, configuration resets, and more. Reduces resolution time for common issues by 50%.

ScreenMeet AI features automatically create the support intelligence layer that platform AI systems require.

The comprehensive incident documentation, resolution patterns, and technical context flow directly into platform AI capabilities like Now Assist, unlocking results such as:

• AI recommendation accuracy improving from 20–30% to 75–85%
• Virtual Agent deflection rates improving from industry-average 15% to 45–60%
• Automated knowledge base article generation (70% of articles auto-created from sessions)
• 38% faster handle time
• Self-service success rates increasing through richer, searchable knowledge content

Organizations using ScreenMeet AI with ServiceNow see measurable improvement in platform ROI because Now Assist finally has the comprehensive support data it was designed to ingest.

Full Remote Support Toolkit

While platform-native integration and AI differentiate ScreenMeet strategically, the core remote support capabilities align perfectly with features IT teams need daily.

Remote control capabilities:

• Multi-monitor support with individual screen selection
• Dual-cursor mode (agent and end-user collaborate simultaneously)
• Keyboard and mouse control with permission management
• Screen annotation tools for visual guidance
• Privacy curtain to hide sensitive information

IT-specific diagnostic tools:

• Direct access to Windows administrative tools (Device Manager, Registry Editor, Event Viewer)
• Command-line terminal access
• Safe mode reboot with automatic reconnection
• System information gathering (hardware specs, installed software, running processes)
• Real-time performance monitoring

Collaboration features:

• Bi-directional file transfer
• In-session chat with persistent history
• Multi-agent support sessions (escalation without reconnection)
• Session recording with configurable storage policies
• Mobile device support (iOS, Android, ChromeOS)

Security and compliance:

• SOC 2 Type II, ISO 27001, HIPAA, GDPR compliant
• End-to-end encryption for all session data
• Geo-fencing for regional data sovereignty requirements
• Comprehensive audit trails (who accessed what, when, for how long)
• Flexible LLM deployment options (cloud, on-premise, or customer-managed)

2. CyberArk

Industry-leading privileged access management solution for organizations with comprehensive PAM requirements.

CyberArk delivers robust privileged access management with credential vaulting, session management, password rotation, and extensive compliance features. It’s designed for enterprises managing privileged accounts across complex, security-sensitive environments.

Strengths:

• Comprehensive PAM capabilities at enterprise scale
• Strong credential security and vault infrastructure
• Extensive audit trails and compliance reporting
• Support for cloud, on-premise, and hybrid deployments

Limitations:

• PAM focus with privileged session management features: Limited support and capabilities for remote support capabilities.
• High complexity: Deployment typically requires professional services; complicated configuration takes longer than expected.
• Premium pricing with hidden costs: Expensive licensing plus additional costs for professional services, implementation, and ongoing management.
• API integration, not platform-native: Works as a separate application requiring context switching between CyberArk and ITSM platforms.
• Resource-intensive: Requires dedicated administrative expertise and hardware.

CyberArk is usually best for organizations with genuine PAM requirements like managing privileged accounts, regulatory compliance mandates, and high-security environments.

Not suited for IT teams who need remote support capabilities.

Reviews often mention cost and complexity as the main issues that arise. CyberArk delivers strong PAM capabilities but comes with a complexity tradeoff.

3. Delinea (Thycotic)

PAM-focused solution positioning as a simpler alternative to CyberArk.

Formerly Thycotic, Delinea provides privileged access management with somewhat simpler pricing and deployment than CyberArk. 

Strengths:

• Solid PAM fundamentals (credential management, session recording, password rotation)
• Cloud and on-premise deployment options
• LDAP/Active Directory integration
• More straightforward pricing than CyberArk

Limitations:

• Still PAM-focused, not support-optimized: Like CyberArk, designed for privileged access management, not IT help desk workflows.
• Legacy infrastructure bias: Historically stronger with Windows and traditional infrastructure; cloud-native capabilities are improving, but may not match purpose-built cloud solutions.
• Emerging AI capabilities through Delinea Iris AI: Less extensively marketed than competitors.
• Not built for all users: Designed for privileged admin access, not broad IT support team usage.
• Separate system: API integration available for ServiceNow, but not platform-native. Works as a separate system requiring context switching.

Best suited for organizations requiring PAM capabilities at a lower price point than CyberArk. 

Not designed for IT help desk remote support.

4. TeamViewer

Well-known remote access tool struggling to overcome consumer-grade reputation and recent security concerns.

TeamViewer built brand recognition as one of the first mainstream remote access tools. However, customer reviews and BBB complaints reveal serious concerns about reliability, pricing practices, and security, which are driving enterprise customers elsewhere.

Strengths:

• Cross-platform support (Windows, Mac, Linux, mobile)
• Unattended access capabilities
• File transfer and collaboration features
• Recognizable brand name

Limitations:

• Consumer-tool heritage: Interface and capabilities feel consumer-grade compared to enterprise-focused alternatives.
• Reliability issues: Customer reviews cite "weekly outages," sessions freezing during file transfers, and connections that "should take 5 minutes tak[ing] up to 20 minutes."
• Security concerns: June 2024 cyberattack compromised internal systems; customers associate tool with scammers; end users often block TeamViewer as security risk.
• No native ITSM integration: API integration available through third-party connectors (1E), but not platform-native. Works as a separate application requiring context switching.
• Questionable billing practices: Customers filing BBB complaints against TeamViewer cite "almost impossible to cancel," surprise renewal fees, and forced migration from "perpetual licenses" to subscriptions.
• Version incompatibility: Different versions can't connect, forcing users through frustrating reinstallation processes.
• Unhelpful support: "Long wait times" and "either unhelpful or no response to tickets."

Best suited for organizations with low security requirements and a high tolerance for reliability issues.

But customers question TeamViewer’s security track record and mention how its reputation can hurt utilization and productivity. "All TeamViewer products have been blacklisted by many of my client organizations as a high security risk," said one review.

Not recommended for enterprise IT teams prioritizing security, uptime, or customer experience.

5. LogMeIn Rescue

Established remote support tool built before modern ITSM platforms existed, now retrofitting API integrations and AI features to compete.

LogMeIn Rescue represents traditional remote support architecture. While the company has added AI features throughout 2025, the fundamental approach remains unchanged. Agents work in a standalone application, manually launching sessions from ServiceNow and relying on API sync to push data back.

Strengths:

• Mobile device support (iOS, Android)
• Session recording and file transfer capabilities
• Multi-monitor support
• Recent AI feature additions (automated session notes, AI-powered admin tools)

Limitations:

• API integration instead of native platform integration: ServiceNow integration exists but requires agents to work in a separate LogMeIn application, manually coordinate between systems, and rely on API sync to push data back to incidents.
• Poor security track record: Parent company GoTo suffered a data breach affecting encrypted backups; multi-factor authentication (MFA) settings for Rescue customers were compromised. Raises questions about security posture.
• Context switching architecture: Despite marketing ServiceNow integration, agents leave ServiceNow interface to use LogMeIn application, creating the workflow fragmentation integration is supposed to eliminate.
• Desktop application still required (Mac): Web Technician Console cannot run in browser on Mac; requires desktop application installation despite "web-based" positioning.
• Legacy tool retrofitted for modern workflows: Built before ServiceNow became enterprise standard; API connections attempt to bridge the gap but can't replicate platform-native experience.

LogMeIn Rescue is best suited for organizations with basic ServiceNow incident management needs where API-based data sync provides sufficient integration value.

It’s not ideal for IT teams seeking platform-native ServiceNow integration, organizations eliminating workflow fragmentation, or support leaders measuring productivity gains through unified agent experience.

6. Splashtop

Endpoint management platform that includes remote support capabilities, but is architected for IT operations rather than ITSM-native support workflows.

Splashtop built its business around endpoint management—patching devices, managing configurations, and monitoring vulnerabilities.

The company has added remote support capabilities and a ServiceNow plugin, but the architectural approach reveals its origins. It’s built for IT operations teams managing device fleets, not help desk agents resolving incidents within ITSM workflows.

Strengths:

• Affordable pricing ($60/year basic remote access; $22/month attended support)
• Cross-platform support (Windows, Mac, Linux, iOS, Android)
• Recent additions: AI-powered CVE summaries, patch automation, vulnerability insights

Limitations:

• Wrong category for ITSM support: Competes in Gartner's "Endpoint Management Tools" (patch management, configuration, device security), not ITSM-native remote support; built for IT operations teams.
• ServiceNow plugin launches external application: Integration requires agents to leave the ServiceNow interface, work in a separate Splashtop application, manually coordinate between systems, and wait for session data to sync back to tickets.
• Endpoint management architecture applied to support use cases: Optimized for managing device fleets (patching, configuration, security monitoring); remote support capabilities serve broader endpoint management needs rather than purpose-built ITSM incident resolution.
• AI for endpoint security, not remote support: AI-powered CVE analysis and vulnerability insights, but no support documentation automation, no Now Assist/Agentforce data integration, and no incident resolution intelligence.
• General remote access, not support-workflow-optimized: Remote control capabilities support multiple endpoint management scenarios; lacks deep ITSM incident resolution workflow integration.

Splashtop is best for IT operations teams consolidating endpoint management (patching, configuration, security), where basic remote support plugin provides occasional ServiceNow access.

But it’s not ideal for IT help desk teams prioritizing platform-native ServiceNow integration, organizations eliminating workflow fragmentation, or support leaders measuring productivity through documentation automation and Now Assist enhancement.

7. ConnectWise ScreenConnect

A remote support tool designed for managed service providers managing multiple client environments.

ConnectWise ScreenConnect (formerly ScreenConnect) targets MSPs with multi-tenant architecture and PSA tool integration. However, recent security vulnerabilities and MSP-centric complexity make it problematic for internal IT teams.

Strengths:

• Multi-tenant architecture for MSP client management
• Self-hosted or cloud deployment options
• ConnectWise PSA integration
• Custom branding capabilities
• Session recording and file transfer

Limitations:

• Critical security vulnerabilities: CVE-2024-1709 (CVSS 10/10 severity) authentication bypass vulnerability; 2025 nation-state attacks exploited ScreenConnect.
• MSP complexity for internal IT: Multi-tenant features and MSP workflows add unnecessary overhead for single-organization support teams.
• Limited enterprise ITSM integration: ServiceNow integration available through a plugin, but launches the external ScreenConnect application. Built primarily for MSP workflows (ConnectWise, Autotask) rather than enterprise ITSM native integration
• Security incident response required: Cloud instances required emergency patching; on-premise customers faced critical vulnerability exposure.
• Overhead for internal use: MSP-centric licensing and features don't fit enterprise help desk models.

ConnectWise is best for managed service providers managing multiple client environments and using ConnectWise PSA.

Not recommended for internal enterprise IT teams.

MSP complexity creates friction without benefit, and recent security incidents raise concerns. When evaluating ConnectWise ScreenConnect, carefully review the vendor's security incident response and vulnerability disclosure practices.

8. Zoho Assist

Remote support component within Zoho's SaaS suite, designed primarily for organizations already committed to Zoho ServiceDesk and the broader Zoho platform.

While Zoho Assist technically offers ServiceNow integration and third-party app connectivity through Zapier, the practical reality is straightforward: this is a Zoho ecosystem tool. 

Strengths:

• Affordable pricing ($10–24/technician/month for remote support)
• Seamless integration within Zoho product suite (Zoho ServiceDesk, Zoho CRM, Zoho Desk)
• Basic remote support capabilities (screen sharing, file transfer, unattended access)
• Free plan available for basic use cases

Limitations:

• Zoho ecosystem dependency: Value proposition centers on organizations already using Zoho ServiceDesk; technical integrations with ServiceNow exist but don't drive purchase decisions.
• ServiceNow integration launches external application: Plugin available but requires agents to leave ServiceNow, work in a separate Zoho Assist interface, and manually coordinate between systems.
• Built for Zoho workflows, adapted for enterprise ITSM: ServiceNow integration feels bolted-on rather than purpose-built for ITSM-native support.
• Market positioning reveals target customers: Zoho Assist competes primarily in the SMB market where Zoho suite adoption is strongest.
• AI capabilities serve Zoho ecosystem: Zia AI assistant works across Zoho products; benefits diminish using ServiceNow as primary ITSM platform.
• Feature depth optimized for price point: Affordable pricing designed for budget-conscious Zoho customers, not enterprises measuring support productivity.

Zoho Assist is suitable for organizations standardized on Zoho platform (Zoho ServiceDesk, Zoho CRM, Zoho Desk) seeking an affordable remote support tool that works natively within their existing Zoho workflows.

It’s not ideal for ServiceNow or Salesforce customers prioritizing platform-native integration, enterprises measuring support productivity through ITSM-embedded workflows, or organizations without broader Zoho suite adoption.

How To Choose the Right BeyondTrust Alternative for Your Team

1. Define Your Primary Use Case

Don't pay for PAM capabilities you won't use. Most IT support teams need efficient remote troubleshooting, not full privileged session management.

Need privileged access management? CyberArk, Delinea.

Need IT help desk remote support? ScreenMeet, others.

2. Evaluate Your ITSM Platform

Using ServiceNow, Salesforce, or Tanium?

Platform-native integration (ScreenMeet) eliminates context switching, automates documentation, and feeds enterprise AI (Now Assist, Salesforce AI) with support intelligence. 

API integrations can't replicate this.

Using other ticketing systems or no formal ITSM? Standalone tools with basic integrations may suffice.

3. Consider AI's Role in Your Support Strategy

Modern remote support should:

• Eliminate documentation burden automatically
• Feed enterprise AI investments with support data
• Provide real-time troubleshooting guidance

If you've invested in ServiceNow Now Assist or SalesforceAI, your remote support tool must create the data foundation these platforms require.

API-connected tools can't deliver this value.

4. Calculate True Productivity Impact

Don't compare features. Compare workflows:

• Separate application: Agents switch between tools, manually update tickets, and recreate context.
• Platform-native: Agents work entirely in ServiceNow; data flows automatically.

The productivity gap compounds across every support interaction.

Measure time saved, not feature lists.

5. Verify Security Posture

Review vendor security incidents, certifications (SOC 2 Type II, ISO 27001), and breach response history. Recent cyberattacks at TeamViewer, ConnectWise, and GoTo (LogMeIn parent) demonstrate the importance of vendor security practices.

Bottom line: Match tool architecture to your workflows. 

If you're standardized on enterprise ITSM platforms, platform-native integration delivers measurable productivity gains that API-connected alternatives cannot replicate.

ScreenMeet vs. BeyondTrust at a Glance

If you need comprehensive PAM, BeyondTrust delivers. If you need efficient IT support without PAM overhead, purpose-built alternatives like ScreenMeet provide better fit at lower total cost of ownership.‍

Explore the full breakdown in our comparison. 

Making the Switch From BeyondTrust

BeyondTrust bundles PAM capabilities with remote support. 

For organizations needing comprehensive privileged access management, that combination makes sense.

For IT support teams who need efficient troubleshooting without PAM overhead, it's the wrong tool at the wrong price.

Separate applications with API integrations force agents to context-switch, manually update tickets, and recreate the same information across multiple systems. Platform-native solutions embed remote support directly into ITSM workflows. Agents never leave the platform, documentation happens automatically, and AI feeds enterprise investments like Now Assist continuously.

If you're using ServiceNow, Salesforce, or Tanium, your remote support tool should work entirely within your ITSM platform.

ScreenMeet delivers enterprise remote support native to ServiceNow, Salesforce, and Tanium.

With AI capabilities that eliminate documentation work, accelerate resolution, and create the intelligence layer you need to unlock full AI capabilities and platform ROI.

The difference between ScreenMeet and BeyondTrust is clear:

• Platform-native integration vs. separate application
• AI-automated documentation vs. manual capture
• 30-day deployment vs. extended implementation
• Purpose-built for IT support vs. PAM bundle

Ready to see for yourself?

Schedule a demo to see how ScreenMeet can work for you.