With the Workspace ONE UEM integrations with ServiceNow, you can resolve issues quicker and make data-driven decisions based on a wide range of data sets. This topic describes integrating Workspace ONE UEM ServiceNow CMDB and the ITSM Connector for ServiceNow to improve efficiency for helpdesk and support organizations.
Integration with ServiceNow CMDB
ServiceNow CMDB (Configuration Management Database) gives visibility into users’ devices and apps for specific incidents. This visibility gives helpdesk administrators a better understanding of the incident and speeds remediation. With ServiceNow CMDB, you can store contextual information relevant to your users or assets.
Using the ServiceNow Service Graph connector for Workspace ONE UEM, you can populate the device and the application data into the ServiceNow CMDB enabling asset tracking and IT Operations Management (ITOM) Visibility. Imported device details in ServiceNow CMDB include important hardware information, user details, and management status. Application details include application name and identifiers, installation statuses, and more.
Use this data within ServiceNow to find device and app details. Helpdesk users include the details for managing tickets and reconciling deployed assets and warranty statuses with procurement.
Integration with the ITSM Connector for ServiceNow
Helpdesk and support organizations face challenges with managing and using multiple tools efficiently. The Workspace ONE UEM ITSM (IT Service Management) connector for ServiceNow helps teams manage these tools.
Before an integration, a support ticket is raised within ServiceNow when encountering an issue ion a device or by an employee. The helpdesk or the support administrator reviews the issue within ServiceNow. Then, they navigate to Workspace ONE UEM for further troubleshooting, remote support, and issue remediation. This frequent switching between multiple systems, while keeping them all in sync with the necessary troubleshooting notes and updates, is inefficient and an annoyance.
With the seamless integration within ServiceNow for Workspace ONE UEM and Workspace ONE Assist, you can simplify Support workflows and increase efficiency. Using the Workspace ONE UEM ITSM Connector for ServiceNow, the helpdesk or the support administrators can access Workspace ONE UEM and Workspace ONE Assist actions from within the ServiceNow portal without navigating to the Workspace ONE UEM console or authenticating multiple systems.
