Service Desk Augmentation for ServiceNow

HOW IT HELPS

Service Desk Augmentation provides TeamViewer’s real time incident investigation and remediation capabilities inside of ServiceNow.

Retrieve information and remediate issues across the entire endpoint estate in seconds without escalating tickets or disrupting end users. As a result, frontline service desk admins can significantly decrease Mean Time to Resolution (MTTR) and increase First Call Resolution (FCR).

NEW!

Remote Support with TeamViewer in ServiceNow

Instant, secure remote support—powered by TeamViewer Tensor and TeamViewer DEX—directly within ServiceNow ServiceOperations Workspace (SOW). Diagnose and resolve issues in real-time, without leaving your primary IT workspace.

With TeamViewer integration, IT professionals can now:

Connect quickly

Quickly connect to devices without switching between applications, reducing response times and improving operational efficiency.
Real-time troubleshooting

Troubleshoot issues in real-time, ensuring minimal disruption to end users and faster resolution of technical problems.
Enhanced security

Enhance security with role-based access controls, allowing only authorized users with the Remote Support role to initiate remote sessions.
Ease of management

Easily manage integration settings, with administrators able to enable or disable the feature using a simple system property.

Core features

Service Desk Augmentation’s capabilities include real-time inventory, pre-approved fixes, and DEX scores–all from your ServiceNow incident pane.

Real-Time Inventory

Access up-to-date inventory and diagnostics from your ServiceNow incident pane and answer questions faster.

Pre-Approved Fixes

Make pre-approved fixes available to first-line support from your ServiceNow incident pane, run fixes on endpoints, and resolve more incidents on the first call.