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If your organization runs ServiceNow and your BeyondTrust contract is approaching renewal, now is the right time for a formal evaluation. For IT Directors and ITSM leaders evaluating a BeyondTrust remote support alternative, this article compares ScreenMeet and BeyondTrust (Bomgar) across five dimensions: security exposure, platform integration, AI capabilities, total cost of ownership, and deployment speed. While the ServiceNow integration is where the comparison is sharpest, ScreenMeet's native architecture extends to Salesforce and Tanium environments as well.
Bomgar, the enterprise remote support appliance BeyondTrust acquired in 2018, has accumulated a serious and growing vulnerability record, including a 9.9 CVSS critical vulnerability actively exploited in 2026. Alongside that disclosure sits a breach tied to the December 2024 U.S. Treasury hack and zero native AI investment in Bomgar's Remote Support product. Both represent active exposure that your InfoSec team inherits with every renewal.
CVSS scores run from 0 to 10, and anything above 9.0 is classified as Critical, meaning an attacker can fully compromise a system, often without any authentication. A 9.9 is near the absolute ceiling of severity, and in this case, active exploitation was confirmed in the wild. For IT leaders managing renewal timelines, that severity level is a concrete signal that it is time to evaluate a BeyondTrust remote support alternative before signing another contract.
The table below gives a side-by-side snapshot of where the two platforms diverge on the factors that matter most for enterprise ServiceNow environments. Use the “Why It Matters” column to assess which gaps are most relevant to your team’s current pain points.
The five sections below each follow the same structure: a real-life scenario your team may already recognize, the solution ScreenMeet provides, and the measurable outcomes organizations have seen after making the switch. These are illustrative scenarios based on patterns common across enterprise IT environments; every data point referenced is sourced from published ScreenMeet research or third-party reporting.
The scenario: Your CISO reviews the December 2024 security headlines. A Chinese state-sponsored threat actor used a stolen BeyondTrust API key to breach U.S. Treasury Department workstations, accessing unclassified documents across multiple Treasury offices. The underlying CVE-2024-12356 (CVSS 9.8) is a command injection vulnerability in BeyondTrust’s Remote Support appliance. In 2026, a related class of flaw surfaced as CVE-2026-1731, rated CVSS 9.9, with researchers at Palo Alto Unit 42 confirming active exploitation. Your CISO has one question: Is Bomgar still defensible in a production environment?
Before answering, it is worth examining the full scope of what BeyondTrust has disclosed. The table below documents the four most significant Bomgar vulnerabilities from the past two years. These disclosures form a pattern with real consequences for every team running Bomgar in a production environment today.
The pattern these disclosures reveal points to a structural problem rooted in Bomgar’s appliance architecture. That architecture creates three persistent attack surfaces: a separate authentication layer that must be hardened independently of your existing identity stack; an agent endpoint installed on every technician’s machine; and a recurring remediation cycle that your InfoSec team absorbs each time a new CVE surfaces. The Treasury breach was a predictable outcome of that architecture operating at enterprise scale.
The solution: ScreenMeet is built without the attack surfaces that make Bomgar a recurring security liability. There is no desktop client to patch, no separate credential system to harden, and no on-premises appliance to maintain or defend. Security governance is inherited directly from ServiceNow’s RBAC and SSO, the same identity and access framework your team already audits.
The results: ScreenMeet carries SOC 2 and ISO 27001 certifications and has disclosed zero critical CVEs. Because there is no separate authentication layer to compromise and no endpoint footprint to exploit, the remediation cycle that consumes your InfoSec team’s calendar under Bomgar simply does not exist.
The scenario: A ServiceNow agent opens a P2 incident, launches a Bomgar session from a separate window, resolves the issue, closes Bomgar, manually copies session notes, pastes them into the ServiceNow record, and marks the ticket resolved. Across a 40-technician help desk handling 150 daily tickets, that manual loop generates hours of documentation overhead every day, with no incremental value created for the team or the business.
Bomgar’s ServiceNow integration relies on API connectors, scheduled sync jobs, and manual configuration. Session data does not write to the incident record in real time; technicians must copy-paste manually or wait for a sync cycle. That gap creates inconsistent documentation, delayed ticket closure, and zero structured data available for AI training. That compounding cost grows with ticket volume.
The solution: ScreenMeet operates as a native ServiceNow application. Technicians launch a session from inside the incident record, the session runs inside ServiceNow, and resolution data writes to the record automatically without any technician action. There is no context switch, no separate login, and no post-session documentation step to complete. The same native architecture extends to Salesforce and Tanium deployments, so agents in any of those three environments work without switching tools or re-entering information.
The results: For teams that have made the switch from Bomgar:
Teleperformance, a global customer experience organization, achieved results in this range after replacing its previous remote support tool with ScreenMeet inside ServiceNow, reducing friction across its distributed agent workforce.
The scenario: Your organization has invested in ServiceNow’s Now Assist. Your ITSM admin then discovers that Bomgar session data lives in a separate console with no native path into Now Assist’s knowledge layer. Every remote support session running through Bomgar is a missed data point for the AI platform your team is already funding, and the cost of that missed data compounds with every ticket that closes.
Bomgar has made no AI investment in its Remote Support product. Session transcripts and resolution steps remain siloed in Bomgar’s interface and are unavailable to any AI platform your organization runs. As your help desk handles thousands of sessions per month, the knowledge embedded in those sessions never compounds into anything actionable.
The solution: ScreenMeet’s AI capabilities are purpose-built for the ServiceNow environment:
The results: Organizations using ScreenMeet AI Summarization have processed more than 10,000 automated QA reviews per month from structured session data and reports, saving 2–10 minutes of documentation time per session per technician. That data compounds over time: the longer ScreenMeet runs inside ServiceNow, the richer the AI knowledge layer becomes, and the more effective Now Assist and virtual agents perform across your environment.
The scenario: Your team is preparing for Bomgar’s renewal. A 20-seat concurrent help desk at BeyondTrust’s published rate approaches $50,000 per year in licensing alone, before a single appliance cost, integration configuration hour, or emergency CVE patch cycle is counted. Finance is right to question whether that figure is competitive against modern alternatives.
Bomgar’s concurrent-user licensing model was designed for a dedicated team of remote support specialists. Enterprise IT in 2026 operates at a scale that the model cannot efficiently accommodate. Published pricing for BeyondTrust Remote Support runs approximately $2,500 per concurrent user per year. That figure excludes infrastructure costs for appliance maintenance, integration configuration overhead, and the staff hours absorbed by recurring CVE remediation cycles, all of which grow with each new disclosure.
The solution: ScreenMeet prices on an active-user model, with a total cost of ownership 40–60% lower than BeyondTrust (Bomgar) at comparable deployment scale. There is no infrastructure investment, no integration configuration overhead, and no ongoing appliance maintenance.
The table below breaks down where those costs accumulate and where they disappear entirely with ScreenMeet.
The results: The cost difference consistently favors ScreenMeet, and the gap widens when the hidden costs of running a separate authentication system, a maintenance-dependent appliance, and a manual integration layer are factored in. For organizations at or above 20 concurrent seats, the difference becomes a material line item at renewal, one that compounds year over year.
The scenario: Your ServiceNow admin is asked how long it will take to move 40 agents off Bomgar and onto a new remote support tool. The answer is weeks at minimum. Appliance provisioning alone can push a migration timeline out by a month or more. Factor in credentialing setup, and the schedule grows further. Then, if a new CVE disclosure lands during the rollout, the migration may need to pause entirely while an unplanned remediation effort takes priority.
The solution: ScreenMeet deploys in approximately 30 minutes from the ServiceNow Store. Technicians do not install software. Authentication is inherited from ServiceNow. Session data flows into incident records from the first session, with no integration ramp-up required and no separate credentialing system to build.
The results: The difference in day-to-day agent experience after switching from Bomgar is measurable:
When a remote support tool lives inside the platform agents use every day, adoption happens without a change management campaign. For IT organizations tracking Digital Employee Experience (DEX), frictionless access directly translates into faster resolution times and measurably lower employee downtime per incident.
Enterprise IT organizations evaluating a BeyondTrust remote support alternative will find that ScreenMeet addresses every dimension where Bomgar creates structural friction. That friction spans a documented and growing CVE history tied to the U.S. Treasury hack, a bolt-on ServiceNow integration that silos session data, zero AI investment, a concurrent licensing model that inflates total cost, and a multi-week deployment model that adds infrastructure overhead your team does not need.
ScreenMeet is a platform-native replacement for Bomgar that inherits your existing governance framework, writes AI-ready data to every incident record automatically, and delivers measurably lower total cost of ownership from day one. If your primary concern is security, the CVE record speaks for itself. If it is efficiency, the documentation time and first contact resolution data make the case. If it is cost, a 40–60% lower TCO closes the argument. The next step, regardless of where your evaluation started, is a demo.
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