Workspace ONE is a powerful solution offered by Omnissa 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), Horizon Enterprise 8 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, GPS ocordinates of a device, including the latitude and longitude 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 Omnissa’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