Help Desks need to be able to quickly triage and resolve issues. To aid in the resolution process, organizations have wanted to leverage ServiceNow's self-service functionality for end users to help themselves.

With the Workspace ONE ITSM Connector for ServiceNow, Workspace ONE self-service commands now integrate with ServiceNow for self-service resolution.

Before you begin, you need:

• A TestDrive account. Click here to get started.  
• A demo device: iOS, Android, Windows 10/11, or macOS.
• Intelligence & Tenant Administrator role in Workspace ONE UEM.
• To complete the brief ServiceNow Demo Setup (next section).

From the TestDrive portal, launch Workspace ONE.

Sign in with your provided TestDrive credentials.

Inside the Workspace ONE user portal, launch the Workspace ONE UEM Console.

Next, enroll a device. An iPad is being used here.

In UEM, using the Intelligence & Tenant Administrator role, locate the enrolled device.

Next, go to Intelligence.

From the Workspace ONE user portal, find ServiceNow and launch it.

Your TestDrive account will SSO into the ServiceNow instance where you service operator permission.

On the top menu bar, click All to search for applications within ServiceNow.

Search for "incident".  Under Service Desk > Incident...click Create New.  

Create a new incident with a short description and a description

Note : If you can't see the "create new" option as per the screen shot,log out and log back in.

Add a configuration item to the incident by searching for the name.

Save/update or submit the incident.

You should now see details of the device including the available actions and Experience Score in the incident

Begin by opening the incidents list in ServiceNow.

The following scenarios dive into a day in the life of a Service Desk agent (SDA) where various tickets are assigned to the SDA's queue. Let's look at a few incidents.

Open the incident with the short description as "I forgot my passcode"

"Here the impacted user has reported that they've forgotten their passcode and are hence unable to use the device"

Click on Workspace ONE UEM Tab and open the Actions drop-down, stay on the page.

"Now without our integration into ServiceNow, the SDA would have to escalate or reroute this ticket to the UEM admin. But as you can see, with our integration the SDA now has the capability to resolve this incident right from within the incident management module of ServiceNow. They don't need to login to another console. Nor does the SD need any additional training or access."

Scroll to Overview, Agent details, Device Hygiene, Additional details(Profiles, certificates, Applications)) and describe the rich information available for investigation and remediation.

Open the incident with the short description as "My computer is too slow".

"Here the user is reporting a broader issue. There could be many reasons why this issue has occurred. There's little information for the SD to start her troubleshooting journey."

Click on Workspace ONE Experience Tab, stay on the page.

"Again with our integration, the SDA now has reliable information about the device in the incident itself. They can check the Experience score, contributers for the same. Things like OS crashes, Boot time, battery health, memory usage, CPU usage, most used Apps etc. All this without access to multiple tools or various platforms, saving time and effort"

Scroll through the contributors and performance scores. Open each Tab under device events (Application Hang, Boot time etc.) and Most Used Apps. Elaborate on one or two low values to relate the reported issue to a possible resolution.

"Now that we see what the problem might be, let's see how the SDA can resolve this incident"

Open the Workspace ONE UEM Tab and describe all available information.

"In this particular ticket, the Last OS update was more than a month ago." Go to Applications Tab and look for an update "So I go and Install this update. Once installed I can verify with the User and solve this ticket"

"In about a minute, we've identified the probable causes, zeroed in on a fix and executed the remediation. All without leaving the ticket!!"

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Open the incident with short description "can't connect to google".

"This user is reporting a challenge that's related to network connectivity. Now the troubleshooting of such issues is quite challenging since it requires instant communication between the SDA and the device. Can we investigate without disrupting the user? Let's have a look"

Trigger the "Remote Assist" Action and choose 'Remote Shell' under Assist mode.

"With this capability, I can directly interact with the device and get INSTANT responses without disrupting the user!"

Locate a knowledge article titled "network connectivity"

"Here's a KB that guides the SDA what they must do to investigate. Let's follow this guidance"

Run commands : tracert google.com, observe output

"As we can see the real time investigation and remediation capabilities of Assist allow the SDA to begin troubleshooting and instantly see the results. This is to primarily demonstrate the efficiency with which SD can get instant results to resolve tickets, fast!."

Go to Service catalog and Open the Workspace ONE Service Catalog. Stay here

"We've seen how an SDA can resolve tickets faster with our integration. However, our vision is to deflect tickets by letting users fix their issues themselves. What if there's no need to create the incident, instead the user helps themself"

"Keeping this in mind, we've made available certain actions for users to self-serve through the Service catalog. A user can now change their device's passcode, or find their device from within ServiceNow's Service Portal. That's one less ticket for the Service Desk and faster TAT(turn around time) for the user"

END : We've now seen how our integration into ServiceNow brings down the MTTR(mean time to resolve a ticket), increases FCR(first call resolution) and enhances the Digital Experience of employees, whatever their role(SD or end user).

• Digital Workspace Tech Zone - Employees Are Now Empowered with the Workspace ONE ITSM Connector for ServiceNow