Benefits
Integrate and connect for success
Issue management
Detect and report issues to the ITSM backend, with automated creation of tickets. This process accelerates first contact resolution leaving end-users highly satisfied
Workflow automations
Enhance the ITSM platform with Workspace ONE® UEM and DEX telemetry and remediation workflows. Reduce context switching and empower help desk teams to resolve tickets with lower mean-time-to-resolution.
Seamless integrations
Enhance the ITSM platform with telemetry and remediation workflows. Reduce context switching and empower help desk teams with lower mean-time-to-resolution.
FEATURES
What sets ITSM Connector apart?
Remote support
Deliver real-time remote support with Workspace ONE® Assist from directly within the ITSM interface.
Troubleshooting & data sharing
Troubleshoot faster with the exchange of real-time data and arm L1 and L2 support with up-to-date information on the device, including its status among other attributes crucial for efficient support.
Device search
Search for a user’s device(s) by querying UEM directly from ITSM. Search by serial number or username; no CMDB (configuration management database) necessary.
Remediation actions
Enable quick and simple remediation with common device and app actions, available directly from the ITSM interface, increasing efficiency.
IT asset management
Enhance IT Asset Management with accurate device and app data, by providing precise insights into hardware and software inventory, usage patterns, and lifecycle management.
Cross-platform automations
Install applications, push profiles, manage tags, process products, and run pre-built scripts and workflows to simplify IT issue resolution processes across all device types.
USE CASES
Solve your toughest challenges
Address numerous use cases with the ITSM Connector and enhance IT operations through accurate asset data, streamlined workflows, and reduced support desk dependency.
Unified visibility
Empower your help desk team by providing them access to view relevant Workspace ONE® UEM and DEX data seamlessly integrated into your ITSM platform.
Simplified remediation
Enable IT admins and help desk to expedite remediation by taking defined actions on devices and leverage the power of Omnissa Workspace ONE Assist for streamlined remote support.
Complete integration
Integrate ITSM trend data into Workspace ONE, including metrics like tickets created over time and common resolutions, for detailed insights and improved decision-making.
Self-service catalog
Shift-left by deflecting ticket creation and give end users ability to resolve their issues without creating a ticket, thereby increasing efficiency with a self-service catalog.
