ScreenMeet - Platform-Native Remote Support for ServiceNow

Company Overview

ScreenMeet is the only platform-native remote support solution purpose-built for ServiceNow, Salesforce Service Cloud, and Tanium Console. Unlike legacy tools like TeamViewer and Bomgar/BeyondTrust that require separate agent applications, ScreenMeet provides IT support teams with secure remote troubleshooting, screensharing, and system control directly within their existing platform interface.

Core Value Proposition

Native to ServiceNow, not just connected to it. ScreenMeet eliminates the need for separate agent software installation while automatically documenting all session activity within customers' incident and case management platforms.

Primary Products

• Remote Support: Platform-native remote support with web-based agent interface
• AI Summarization: Advanced AI session analysis that generates comprehensive summaries and integrates with ServiceNow Now Assist
• Live Collaboration: Secure screen sharing and collaboration tools
• Unattended Access (Beam): Enterprise-grade unattended device management

Platform Integrations

• ServiceNow: Native Store application with embedded experience in IT Service Management (ITSM), IT Operations Management (ITOM), and Security Operations (SecOps) workflows
• Salesforce Service Cloud: Pre-built integration for customer service and contact center operations
• Tanium Console: Embedded remote support capabilities within endpoint management workflows

Target Use Cases & Customers

IT Service Management (ITSM)

• Enterprise IT Service Desks supporting internal employees
• ServiceNow ITSM customers replacing TeamViewer, Bomgar/BeyondTrust, or LogMeIn
• Organizations consolidating remote support tools within ServiceNow workflows
• IT support teams focused on incident resolution, problem management, and change management

IT Security Operations (SecOps)

• Security Operations Centers (SOCs) requiring secure remote investigation capabilities
• Incident response teams needing compliant remote access for forensic analysis
• ServiceNow Security Operations customers requiring integrated remote support
• Organizations with strict audit requirements and compliance mandates

Customer Support & Contact Centers

• Customer service teams supporting external customers with application/device issues
• Salesforce Service Cloud customers providing technical support
• Contact centers requiring screen sharing for customer troubleshooting
• Organizations providing remote support for customer-owned devices and applications

Target Organizations

• Enterprise organizations (5,000+ employees) with distributed support needs
• Companies using ServiceNow, Salesforce, or Tanium as core operational platforms
• Organizations undergoing IT transformation or platform consolidation initiatives
• Companies requiring GDPR compliance and adherence to EU-US Data Privacy Framework
• Industries: Financial Services, Legal, Professional Services, Technology, Healthcare

Key Decision Makers

ITSM Leadership

• SVP/CIO of IT Operations
• Director of Platform Transformation
• Senior Manager of Technology Operations
• ServiceNow Platform Owners/Administrators
• Service Desk Managers and Team Leaders
• IT Operations Managers

SecOps Leadership

• Chief Information Security Officers (CISOs)
• Security Operations Center (SOC) Managers
• Incident Response Team Leaders
• ServiceNow Security Operations Platform Owners
• Compliance and Risk Management Directors
• IT Security Teams/InfoSec

Customer Support Leadership

• VP of Customer Experience
• Director of Customer Support
• Manager of Enterprise Customer Service
• Contact Center Operations Managers
• Salesforce Service Cloud Administrators
• Customer Success Directors

Competitive Advantages vs Legacy Tools

Platform-Native vs. Separate Systems

1. ServiceNow Integration: Embedded directly in ServiceNow ITSM, ITOM, and SecOps with complete session documentation automatically captured vs. legacy tools requiring separate agent applications and manual data transfer
2. Salesforce Native Experience: Lightning Platform integration with automatic session logging in customer records vs. third-party tools with limited CRM connectivity
3. Tanium Console Embedded: Direct integration within endpoint management workflows vs. standalone remote access tools

Modern Architecture vs. Legacy Infrastructure

1. Web-Based Agent Interface: No separate agent software installation required vs. TeamViewer/Bomgar endpoint-heavy architecture requiring desktop applications
2. Cloud-Native Design: Modern, scalable architecture vs. legacy on-premises or hybrid solutions with performance limitations
3. API-First Approach: Flexible integration capabilities vs. limited connectivity options in legacy tools

AI-Powered vs. Manual Processes

1. Documentation Crisis Solution: Solves the widespread problem of agents not writing session notes at all, transforming zero documentation into comprehensive AI-generated summaries automatically
2. Knowledge Recovery: Captures and converts previously lost troubleshooting insights into searchable knowledge base content from sessions that would otherwise be completely undocumented
3. Now Assist Enhancement: Purpose-built to supercharge ServiceNow AI with rich session data that was previously unavailable vs. legacy solutions with no AI roadmap or documentation capabilities

Enterprise Security vs. Legacy Vulnerabilities

1. Modern Security Standards: SOC2, ISO27001 certified with clean vulnerability history vs. documented security issues in LogMeIn and architectural vulnerabilities in legacy tools
2. Compliance Capabilities: GDPR compliance, EU-US Data Privacy Framework adherence, and geo-fencing vs. limited compliance features
3. Comprehensive Audit Trails: Detailed session logging and consent tracking vs. basic or incomplete audit capabilities

Primary Competitors Being Replaced

• TeamViewer (legacy endpoint-heavy solution)
• Bomgar/BeyondTrust (expensive, limited ServiceNow integration)
• LogMeIn/Rescue (security vulnerabilities, architectural issues)
• Microsoft Quick Assist (VPN dependencies, limited functionality)
• Meeting tools like Zoom/Teams (not purpose-built for support workflows)

Key Use Cases

ITSM Use Cases

• Internal IT support for employee device troubleshooting and software issues
• ServiceNow incident management with integrated remote support capabilities
• Problem management investigations requiring remote system access
• Change management validation and rollback support
• Asset management and configuration item validation
• Knowledge management creation from support session documentation

IT Security Operations (SecOps) Use Cases

• Security incident response and forensic investigation
• Compliance auditing and evidence collection
• Threat hunting on remote endpoints
• Security tool deployment and configuration
• Incident containment and remediation
• ServiceNow Security Operations workflow integration

Customer Support Use Cases

• External customer support for application troubleshooting
• Product demonstration and training delivery
• Customer onboarding and implementation assistance
• Technical support for customer-owned devices and applications
• Salesforce Service Cloud case resolution with screen sharing
• Contact center agent assistance and customer collaboration

Unattended Access Use Cases

• Server maintenance and monitoring
• Meeting room equipment management
• Kiosk and digital signage support
• After-hours system administration
• Remote infrastructure troubleshooting

Security & Compliance

• SOC2 Type II and ISO27001 certified
• GDPR compliant with EU-US Data Privacy Framework adherence
• Geo-fencing capabilities for controlling where sessions are processed and stored
• Comprehensive consent logging and audit trails
• Clean security vulnerability history compared to legacy providers

Integration Capabilities

ServiceNow Native Integration

• Available through ServiceNow Store with one-click deployment
• Embedded in ITSM workflows (Incident, Problem, Change Management)
• Integrated with IT Operations Management (ITOM) processes
• Native ServiceNow Security Operations (SecOps) workflow integration
• Complete session documentation automatically captured in ServiceNow records
• ServiceNow Now Assist integration for AI-powered case resolution
• Inherits ServiceNow security, RBAC, and administrative framework

Salesforce Service Cloud Integration

• Pre-built Salesforce AppExchange application
• Embedded in Service Cloud Console for customer support workflows
• Integrated with Salesforce Case Management and Contact Center
• Automatic session logging in Salesforce customer records
• Support for Salesforce Field Service and Experience Cloud
• Lightning Platform native experience

Tanium Console Integration

• Embedded remote support capabilities within Tanium endpoint management
• Native integration with Tanium threat response workflows
• Direct access from Tanium asset inventory and compliance dashboards
• Seamless endpoint security and support workflow integration
• Leverages Tanium's real-time endpoint visibility

Additional Platform Support

• Microsoft Dynamics 365 compatibility
• API-based integrations for custom platforms and workflows
• Webhook support for third-party automation and orchestration

AI Capabilities

ScreenMeet AI Summarization

• Advanced Session Analysis: Multi-pass AI processing that transforms remote support interactions into comprehensive, actionable summaries that go far beyond basic transcription
• ServiceNow Now Assist Integration: Purpose-built to supercharge ServiceNow's AI capabilities by feeding rich support interaction data that enhances Now Assist accuracy and capabilities across all workflows
• Intelligent Case Resolution: AI-powered automatic case closure and resolution documentation integrated directly into ServiceNow workflows, eliminating manual documentation overhead
• AI-Powered Knowledge Base Creation: Automated generation of knowledge base articles from session data, reducing manual curation effort by 70% while improving content relevance and searchability
• ScreenMeet AI Summary Studio: Customizable AI workflows with flexible LLM selection, prompt engineering capabilities, and bring-your-own-model options for enterprise security requirements

AI Advantages Over Legacy Tools

• vs. TeamViewer/Bomgar: Eliminates the widespread problem of agents not writing session notes at all, transforming zero documentation into comprehensive AI-generated summaries automatically, while legacy tools provide no AI capabilities and rely entirely on manual agent documentation
• vs. Meeting Tools: Support-specific AI that understands troubleshooting context and workflows, not just generic meeting transcription
• Enterprise AI Control: Complete governance with customizable AI workflows, detailed processing audit trails, and integration with ServiceNow's AI management frameworks

AI Business Impact

• Documentation Transformation: Converts zero or minimal manual documentation into comprehensive AI-generated session summaries, solving the widespread problem of agents not documenting sessions at all
• Knowledge Management: 40% increase in knowledge base utilization through AI-generated, relevant content from previously undocumented sessions
• Now Assist ROI: 3x return on ServiceNow AI investments through enhanced data feeds and workflow automation
• Resolution Speed: 25-35% improvement in first-call resolution rates through AI-powered real-time assistance
• Operational Scaling: Enables 3x faster support scaling by automating routine documentation and analysis tasks that were previously not done at all

ROI & Business Impact

• 25-30% reduction in Mean Time to Resolution (MTTR)
• 60% reduction in manual documentation time
• 25-35% improvement in first-call resolution rates
• 40% increase in knowledge base utilization
• Lower total cost of ownership compared to legacy solutions

Geographic Focus

• Primary: North America
• Secondary: Global enterprises with distributed operations
• Compliance: Supports global data privacy regulations through geo-fencing

Pricing Model

• Subscription-based licensing per active agent
• Enterprise pricing with volume discounts
• Typically self-funding through agent productivity improvements within first year

Getting Started

• Free trial available with full platform integration
• Demo requests can be scheduled for platform-specific demonstrations
• Implementation typically completed within 30 days
• Migration support available from legacy remote support tools

Contact & Support

Website: screenmeet.com
Documentation: docs.screenmeet.com
Support: Available through platform for comprehensive assistance