Formerly ITSM Connect
Get real time incident investigation and remediation capabilities across your endpoint estate without leaving ServiceNow.
HOW IT HELPS
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!
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.
Quickly connect to devices without switching between applications, reducing response times and improving operational efficiency.
Troubleshoot issues in real-time, ensuring minimal disruption to end users and faster resolution of technical problems.
Enhance security with role-based access controls, allowing only authorized users with the Remote Support role to initiate remote sessions.
Easily manage integration settings, with administrators able to enable or disable the feature using a simple system property.
Service Desk Augmentation’s capabilities include real-time inventory, pre-approved fixes, and DEX scores–all from your ServiceNow incident pane.
Access up-to-date inventory and diagnostics from your ServiceNow incident pane and answer questions faster.
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.
See users’ DEX scores within your ServiceNow incident pane, then break them down by performance, responsiveness, and stability.
Discover how TeamViewer DEX improves productivity and lowers costs.
