ITSM Connect for ServiceNow enables enterprise service desks to drastically improve MTTR through automated resolutions and empowers L1 service desk to safely resolve more incidents without the need to escalate for improved First Call Resolution.

Core features

Automation-driven incident management

Leverage Tachyon’s 900+ prebuilt instructions to immediately enable L1 service desk to resolve more incidents on first call and improve IT efficiency. Third line support are empowered to automate further fixes and make them safely available to L1. Each fix contributes to a global library of automation, leading to a more consistent user experience, faster MTTR and reduced cost per ticket.

Real-time investigation and remediation

Eliminate the need to switch consoles to investigate IT issues. ITSM empowers service desk admins to work in real-time to drastically improve MTTR. Retrieve information from endpoints to investigate an issue and implement a fix in a matter of a few minutes, all without leaving ServiceNow ITSM.

Non-disruptive user experience

Eliminate reliance on Remote Desktop to reduce user disruption when service desk admins are investigating IT issues. ITSM Connect provides real-time device information directly within ServiceNow ITSM so incidents can be investigated with no network or user impact.

Digital experience management

Access endpoint health analytics, powered by Tachyon Experience, in ServiceNow ITSM so IT issues impacting the end-user experience can be investigated in real time.

1E named as ServiceNow’s EMEA App Development Partner Platform of the Year

1E was awarded the 2020 EMEA App Development Platform Partner of the Year Award from ServiceNow for achieving the top Annual Contract Value in 2019 among ServiceNow EMEA partners.


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