The recent health emergency, rapidly evolving market demands and increase in remote work has amplified our reliance on technology. However, the same technologies that empower employees one minute can be a roadblock the next, which is why IT service desks have become increasingly more important — not only to the digital employee experience (DEX), but to employee experience (EX) as a whole.
The help desk is an often-overlooked cornerstone 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 engagement (like system crashes, password trouble, or connectivity issues). But in today’s hybrid work era, organizations are experiencing an unprecedented demand for IT services, and help desks have become inundated with incidents and service requests. This is further compounded by labor shortages and high turnover, which negatively impact 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 must provide their help desk with IT service management (ITSM) technologies that enable automation, easy integration options, and quick and effective remediation.
Introducing Workspace ONE ITSM Connector for ServiceNow
Last year, we partnered with ServiceNow — a leader in ITSM — to build a ServiceNow Service Graph Connector for VMware Workspace ONE Unified Endpoint Management (UEM) and today, we’re excited to announce a new integration with ServiceNow with the VMware Workspace ONE ITSM Connector. While our Service Graph Connector enables 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 Workspace ONE UEM actions and launch VMware Workspace ONE Assist remote support sessions directly from ServiceNow. With the Workspace ONE ITSM Connector for ServiceNow, help desks can track and resolve issues in the fastest, most efficient way possible to keep employees happy and engaged, while decreasing resolution times, escalations, and overall support costs.
This integration ensures that support reps, regardless of level or tier, have easy access to the Workspace ONE features they need to assist employees. With role-based access control, IT can specify which features can be accessed in ServiceNow by help desk role or support level. For lower-level support reps, who don’t have access to the Workspace ONE console, this means they can perform basic UEM commands (like change passcode or remote view), without having to escalate the incident to a higher tier. For higher-level support reps with console access, this means they can perform more advanced UEM actions (like device wipe 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 actions performed are also automatically recorded in the ServiceNow incident and can be sent to the device in Workspace ONE for maximum visibility across ITSM processes.
- Perform common Workspace ONE commands — like change passcode, device wipe, enterprise wipe, lock device, request logs, send message, soft reset, and sync device — directly from ServiceNow to unify ITSM workflows and processes.
- 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 — like FCR, AHT, MTTR, and EX.
- Configure which features can be accessed in ServiceNow by help desk role or support level to give higher-level support reps easy access to critical Workspace ONE commands and lower-level support reps access to less-critical commands.
- 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 built to help Workspace ONE and ServiceNow customers streamline IT service workflows and boost both employee and help desk productivity and DEX. It is currently available to download on the ServiceNow Store, here. To learn more, reference the product documentation on 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.