1E Service Desk Augmentation for ServiceNow
Formerly ITSM Connect
Get real time incident investigation and remediation capabilities across your endpoint estate without leaving ServiceNow.
How it helps
Service desks need to optimize processes and accomplish more with less. 1E Service Desk Augmentation for ServiceNow provides real time incident investigation and remediation capabilities without leaving ServiceNow. It helps frontline service desk admins retrieve information and remediate issues across the entire endpoint estate in seconds without escalating tickets or disrupting end users. As a result, service desks can significantly decrease resolution times.
Core features
1E Service Desk Augmentation for ServiceNow features real-time inventory, preapproved endpoint 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.
- Skip the Q&A line and deliver answers faster.
Preapproved fixes
- Make pre-approved fixes available to first-line support from your ServiceNow incident pane.
- Run fixes directly on endpoints.
- Resolve more incidents on the first call.
See digital employee experience (DEX) scores
- See users’ DEX scores displayed on your ServiceNow incident pane.
- Breakdown DEX scores by performance, responsiveness, and stability.
“1E provides us visibility on our assets, integrated with ServiceNow. It allows us to get visibility on how users experience their office environment, and it will enable our technical engineers to manage the OS and applications quickly and clearly”
