VMware Workspace ONE ITSM Connector

Transform IT Workflows with Integrated UEM and Remote Support

ServiceNow Store

About

A well-functioning service desk is essential for organizations to successfully support their employees. However, increased digitization and remote work has presented challenges for today’s IT help desks, who face high ticket volume and often rely on multiple IT service management (ITSM) tools. The Workspace ONE ITSM Connector enables IT help desks to perform Workspace ONE Unified Endpoint Management (UEM) actions and launch Workspace ONE Assist remote support sessions for devices directly from ServiceNow. With the Workspace ONE ITSM Connector, service desks can reduce operational complexity and improve IT productivity and efficiency. Additionally, IT can also enable Employees to self-service frequent device issues by allowing them to perform remediation actions within the ServiceNow service catalog, further reducing the volume of incoming support requests.The Workspace ONE ITSM Connector supports common Workspace ONE UEM commands, such as change passcode, device lock, device and enterprise wipe, log requests, view encryption recovery keys, soft reset, device sync, and more. Integration with Workspace ONE Assist enables help desks to quickly launch remote support sessions and view or control employee devices, directly from ServiceNow.

Key feature

Key Features of

Change Passcode: Replace any existing device passcode used to access the selected device with a new passcodeDevice Wipe: Send a command to wipe the device clear of all data and operating systemEnterprise Wipe: Send a command to remove all managed enterprise resources including applications and profilesLock Device: Send a command to lock the selected device, rendering it unusable until it is unlockedRemote Assist: Remotely connect to enrolled device to view and control its screen, manage files and run commands in real-timeRequest Logs: Request for the selected device to send it logs to the Workspace ONE UEM ConsoleSend Message: Send a message to the user of the selected deviceSoft Reset: Restart a device remotely, reproducing the effect of powering it off and on againSync Device: Sync the selected device to the Workspace ONE UEM ConsoleAdd Device: Send an email to the user with information on how to enroll their deviceFind Device: Sends a text message to the device along with an alert tone meant to help the user locate a missing deviceView Encryption Recovery Key: Fetch the encryption recovery key for windows and macOS

Release Notes

Introducing Employee self-service actions within the Service Catalog.Empower your employees to remediate frequently occurring devices issues with self-service actions in the ServiceNow service catalog. Employees can now perform various actions like adding their device into Workspace ONE UEM, change device passcode when they are locked out or have forgotten their passcode, find a misplaced device, lock a lost or stolen device, sync device with UEM to get latest resources and view encryption recovery keys. This functionality helps reduce incoming support requests to Service desk teams and decrease employee downtime and increase productivity.Some of these actions might be platform specific and are available for those device platforms only. Additional UEM actions available within the ServiceNow Incident – The following additional UEM actions are now available to the service desk admin in the Workspace ONE UEM tab within an incident –Add device- Enroll a device into the Workspace ONE UEM console by sending an email to its user with details necessary to enroll their device.Find device- Assist an employee in finding their lost or misplaced device by sending an alert tone meant to help user locate their device.View encryption recovery keys- Unlock encrypted windows and macOS devices with easy access to the BitLocker recovery key for windows and FileVault recovery key for macOS devices.