ServiceNow releases a new integrated agent solution “Agent Client Collector”-Cloud Watch

ServiceNow Japan GK (hereinafter referred to as ServiceNow) released a new unified agent solution “Agent Client Collector (hereinafter referred to as ACC)” on the 18th.

ServiceNow explained that as the decentralized work model becomes mainstream, companies need to respond quickly and effectively to employee IT service-related issues and issues. However, in the past, multiple agents were used between departments, making it difficult for service and operations teams to seamlessly access the information needed to resolve employee incidents and requests. It is said that there are indeed.

ACC solves these challenges, reduces costs, and enables them to quickly respond to the needs of remote employees. With the integrated agent solution ACC, IT support teams can collect and monitor data across software, hardware, and cloud infrastructure to meet visibility requirements.

Traditional agents focus on collecting diagnostic information, but ACC is much more than that. For example, if employees working remotely face IT-related issues, they can open a two-way chatbot to connect to a real-time agent. Then, help desk agents can use the real-time asset view feature to visualize end-user asset data and collect diagnostic information without the need to deploy remote desktop software. This provides a smooth employee experience no matter where the employee is working.

ACC utilizes the functions of Now Platform, IT operation management (ITOM, IT operation management), IT service management (ITSM, IT service management), hardware asset management (HAM, hardware asset management), software asset management (supports various products, such as SAM, software asset management) and security operations (SecOps). This will not only collect diagnostic information, but also automatically resolve incidents to improve the employee experience and increase operational resilience.

Features include policy-based application and endpoint monitoring to reduce reliance on independent monitoring tools, optimize costs, and reduce tool surplus. The real-time asset view provides real-time visualization of endpoint configuration and performance data in the agent workspace to aid troubleshooting.

The automation manuals of the service and operations teams (ITSM and ITOM) also enhance the employee experience by automatically resolving incidents by authorized agents. IT operations teams can manage and operate more resilient businesses by proactively monitoring problems in local and cloud infrastructure.

ACC can now be used as a supplement to ServiceNow’s existing agentless technology.