The Service Desk Integration app is a set of packaged APIs that allows an organization to quickly pull together multiple systems of record and integrate their Computacenter-managed Service Desk with their own ServiceNow instance.
This integration enables quicker and more efficient delivery of a consistent Service Desk experience to employees and gives the CIO increased speed to value in the mission to deliver a higher standard of service.
BENEFITS
- Maintains and gives potential to improve the employee experience
- Familiar ServiceNow interface and system
- Personalized service and faster access to what employees need
- Allows new Service Desk innovations to be delivered quicker – increasing speed to value for the CIO
- Increases efficiency and accuracy in the Service Deck experience
- Call times are reduced and more efficient ticket handling
- The ability for more extensive self-service
Saving time and cost
The SDI App simplifies the integration of a customer’s ServiceNow instance with Computacenter’s service desk tools via configurable components that will save both the customer and Computacenter significant time and resource.
This approach allows customers to leverage their existing ServiceNow platform. The app can be configured and maintained using the familiar ServiceNow interface thus catering for any variations in the setup of the customer’s ServiceNow instance.
User experience
End users benefit from the ability to receive instant information about Incidents and Requests whilst doing another activity and avoids the effort involved in calling the service desk. Additionally, it can reduce the time required for resolving tickets and requests as well cut the overall number of tickets by encouraging users to consult the Knowledge Base.
Rapid deployment
The SDI App can be quickly deployed onto a customer’s ServiceNow instance. Using the pre-built and tested technologies eliminates the need for a lengthy development lifecycle and ensures a faster time to value.
Leverage existing platform
The configuration is easily maintained using familiar ServiceNow interfaces and allows customers to define field mapping translations and access controls to ensure the integrity of our customers data. The technology can be configured to each customer’s specific needs. This makes it easy to maintain and manage any update requirements that arise as the customer’s use of ServiceNow changes.
This is a feature release of the Computacenter Service Desk Integration (SDI) application
- It adds support for payloads using the REST/JSON transport
This application uses standard platform features and expects the ServiceNow ITSM product to be installed on the instance.