The recent health emergency, rapidly evolving market demands and increase in remote employment have increased our reliance on technology. However, the same technologies that empower employees one minute can be a barrier to the next, so IT service desks have become even more important – not just in the digital employee experience (DEX), but on employee experience (EX) as a whole. .
The help desk is an often overlooked foundation of an organization’s ability to deliver an exceptional DEX. They serve as the ‘face’ of the IT support organization, troubleshooting and fixing technical issues that hinder employee productivity and interaction (such as system crashes, password problems, or connection issues). But in today’s era of hybrid work, organizations are experiencing an unprecedented need for IT services, and help desks are filled with incidents and service requests. This is further exacerbated by labor shortages and high turnover, which negatively affect key performance indicators (KPIs), such as first call resolution rate (FCR), average handle time (AHT), mean time to resolution (MTTR). ), and EX. In response, organizations should provide their help desks with IT service management (ITSM) technologies that enable automation, easy integration options, and fast and effective remediation.
Last year, we partnered with ServiceNow – a leader in ITSM – to develop the ServiceNow Service Graph Connector for VMware Workspace ONE Unified Endpoint Management (UEM) and today, we are excited to announce the new integration of ServiceNow with VMware Workspace ONE ITSM Connector. While our Service Graph Connector allows Workspace ONE and ServiceNow customers to reliably sync device and app data across platforms, the new Workspace ONE ITSM Connector allows help desks to perform actions in Workspace ONE UEM and launch VMware Workspace ONE Assist remote support sessions directly from ServiceNow. With the Workspace ONE ITSM Connector for ServiceNow, help desks can monitor and resolve issues in the fastest, most efficient way possible to keep employees happy and engaged, while reducing resolution times, escalation, and overall costs. in support.
This integration ensures that support reps, regardless of level or level, have easy access to the Workspace ONE features they need to assist employees. Using control-based access control, IT can specify which features can be accessed in ServiceNow through the role of the help desk or level of support. For lower level support reps, who do not have access to the Workspace ONE console, this means they can execute basic UEM commands (such as changing passcode or remote view), without having to lift the incident to higher that level. For higher-level support reps with console access, this means they can perform more advanced UEM actions (such as wiping a device or remote control), without having to leave ServiceNow. And if an incident requires advanced troubleshooting, the rep can launch the device within Workspace ONE directly from ServiceNow. Any UEM action taken in the ServiceNow incident is also automatically recorded and can be sent to the device in Workspace ONE for maximum visibility into ITSM processes.
Benefits:
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Perform common Workspace ONE commands-such as change passcode, wipe device, wipe enterprise, lock device, request logs, send message, soft reset, and sync device – directly from ServiceNow to integrate ITSM workflows and processes.
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Launch Workspace ONE Assist remote support sessions directly from ServiceNow to quickly help employees with device tasks or troubleshoot and fix device issues in real-time to improve help desk KPIs-such as of FCR, AHT, MTTR, and EX.
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Configure which features can be accessed in ServiceNow through the help desk role or support level to give higher level support reps easy access to critical Workspace ONE commands and access by lower level support reps to less critical commands.
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Provide higher level support reps with quick access to the device within the Workspace ONE console directly from ServiceNow, to reduce MTTR and improve DEX.
The Workspace ONE ITSM Connector was developed to help Workspace ONE and ServiceNow customers streamline IT service workflows and boost employee and help desk and DEX productivity. It is currently available to download in the ServiceNow Store, here. To learn more, refer to the product documentation in VMware Docs or check out Christina Minihan’s feature walk-through video.
This integration is only available for ServiceNow ITSM and Workspace ONE UEM customers. Workspace ONE Assist licensing is required to enable Workspace ONE Assist remote support sessions within ServiceNow.
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