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.
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.
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