8
6.0.0
Xanadu, Washington DC, Vancouver
Note: This Product is now available as Omnissa WS1 ITSM Connector. To download, refer the Supporting Links section or Search for "Omnissa".
Workspace ONE is a powerful solution offered by VMware that plays a crucial role in enhancing the efficiency of IT help desks, especially in the context of the challenges presented by increased digitization and remote work. Here are some additional details about the capabilities of Workspace ONE and how it helps organizations address these challenges:
- Streamlined Service Desk Operations: Workspace ONE helps streamline the operations of IT help desks by providing a seamless integration with popular IT Service Management (ITSM) tools like ServiceNow. This integration simplifies the workflow for IT support teams by allowing them to access Workspace ONE Unified Endpoint Management (UEM) actions, Workspace ONE Experience Management (DEEM) and Workspace ONE Assist remote support sessions directly from their ITSM platform. This consolidation of tasks helps in minimizing errors, improving response times, and reducing the learning curve for IT support personnel.
- Faster Issue Resolution with Experience Management Integration: Service desk teams can now access valuable insights into device experience scores, performance indicators, recent device events, application experience, and more. This information enables them to troubleshoot issues faster and with greater accuracy. Identifying root causes becomes more efficient, leading to quicker resolution times and improved user satisfaction.
- Enhanced IT Productivity: With Workspace ONE capabilities at their fingertips, IT help desks can enhance their productivity and efficiency. They can quickly execute common UEM commands like changing passcodes, locking devices, wiping devices, re-installing applications and profiles, viewing encryption recovery keys, performing soft resets, syncing devices, and more directly from the ITSM platform. This eliminates the need for manual, time-consuming tasks and allows IT professionals to focus on more complex issues.
- Empowering Self-Service: In addition to empowering IT support teams, Workspace ONE also empowers employees to address common device-related issues independently. Through the ServiceNow service catalog, employees can access remediation actions for frequent device problems. This self-service capability not only reduces the volume of incoming support requests but also provides a more convenient and efficient experience for employees.
- Remote Support Capabilities: The integration with Workspace ONE Assist is a standout feature of the Workspace ONE ITSM Connector. It enables IT help desks to launch remote support sessions quickly. Support personnel can view or take control of employee devices remotely from within the ServiceNow platform. This functionality is invaluable for troubleshooting and resolving device issues efficiently, especially when employees are working remotely.
In summary, Workspace ONE, along with its ITSM Connector and VMware’s experience management capabilities, provides a comprehensive solution for organizations looking to optimize their IT help desk operations. It addresses the challenges posed by the modern workplace, such as high-ticket volumes and remote work, by offering a unified platform for UEM actions, remote support, and employee self-service, ultimately improving IT productivity and the overall employee experience
- Change Passcode: Replace any existing device passcode used to access the selected device with a new passcode
- Device Wipe: Send a command to wipe the device clear of all data and operating system
- Enterprise Wipe: Send a command to remove all managed enterprise resources including applications and profiles
- Lock Device: Send a command to lock the selected device, rendering it unusable until it is unlocked
- Remote Assist: Remotely connect to enrolled device to view and control its screen, manage files and run commands in real-time
- Request Logs: Request for the selected device to send it logs to the Workspace ONE UEM Console
- Send Message: Send a message to the user of the selected device
- Soft Reset: Restart a device remotely, reproducing the effect of powering it off and on again
- Sync Device: Sync the selected device to the Workspace ONE UEM Console
- Add Device: Send an email to the user with information on how to enroll their device
- Find Device: Sends a text message to the device along with an alert tone meant to help the user locate a missing device
- View Encryption Recovery Key: Fetch the encryption recovery key for windows and macOS
- View and Install Profiles: View the list of profile assigned to the device and install them.
- View and Install Applications: View the list of applications assigned to the device and install them.
- View Certificates: View the list of certificates installed on the device
- Delete Device: Remove a device in the Workspace ONE UEM console
- Clear Passcode: Removes the existing device passcode
- Manage Tags: Add or remove tags from a device to identify it easily without requiring a device profile, smart group or a compliance policy.
- Lost Mode: This action will lock the device and allow the user to set up a message and a contact number to be displayed on the device lock screen
- Execute Workflows and Scripts: Run Freestyle Orchestrator Workflows and UEM Scripts on Windows and macOS devices.
- Process Products: Force process the products assigned to the device.
- Device experience and performance overview: This metrix is from Workspace ONE Intelligence system.
- Support Multiple UEM and Intelligence Connections: This enables a single ServiceNow instance to connect with multiple WS1 UEM (and WS1 Intelligence) endpoints to fetch device-related information and perform remediation actions.
- Analytics: Export incident details to intelligence for further analysis.
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SoW: Compatible with ServiceNow’s advanced UI , the Service Operations Workspace(SoW)
This version of the ITSM Connector is compatible with ServiceNow’s new UI : Service Operations Workspace(SoW).
Incidents opened, viewed and worked within the SoW shall have all of the investigation and remediation capabilities of the ITSM Connector including:
- Username/serial number search
- Device Information
- Remote Assist
- Clear/Change passcode
- Install Apps/Profiles/Products
- Execute Scripts/Workflows
- all other features available in version 5.5
- Incident
- IntegrationHub