Workspace ONE® ITSM Connector integrates Workspace ONE with IT service management systems to automate device-related workflows and enhance support operations. It connects device telemetry and management capabilities with ITSM processes, enabling faster issue resolution, reduced manual work, and improved helpdesk efficiency. By bridging ITSM platforms with the Workspace ONE digital workspace ecosystem, organizations can streamline employee support, boost productivity, and unify device management with service operations.

Features

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.

Benefits

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.