Intelligence Use Case: Integration with your IT Service Management Tool
Welcome back to the Top 10 Mobile Device Use Cases for Workspace ONE Intelligence blog series. Today, we will cover use case #4, Integration with your IT Service Management (ITSM) Tool.
One of my favorite third-party integrations with Workspace ONE Intelligence is with ITSM tools. From the IT Ops and Helpdesk perspective, we live and breathe through our Helpdesk Ticketing system. Workspace ONE Intelligence can integrate with your ITSM to create Helpdesk tickets to proactively address challenges for your end-users even before they notice them.
Integration with ITSM: ServiceNow
Workspace ONE Intelligence has built-in integration with ServiceNow. We can follow the steps listed in ServiceNow to enable API communication and use ServiceNow Automation actions.
The following example shows how we can create a workflow to create a ServiceNow incident, in addition to sending to user email and Slack message, so that a Helpdesk team member can reach out to the executive with a device not seen for more than 28 days to resolve the issue.
Figure: Automation workflow with ServiceNow integration
This is what the ticket looks like after it is created.
Figure: ServiceNow incident created from the automation workflow
Custom Connector Examples
Although ServiceNow is the first ITSM integration in Workspace ONE Intelligence, custom connectors can be created to make use of Workspace ONE Automation Workflows through REST API. In fact, here are some ready-to-use examples on the VMware Samples GitHub page, including integrations with Atlassian, PagerDuty, and Zendesk, among others. Here is the same example but created with a custom connector with Atlassian JIRA Service Desk.
Figure: Automation workflow with JIRA Service Desk integration
And here is how it looks on JIRA Service Desk.
Figure: JIRA ticket created from the automation workflow
Another example is shown in the next screenshot which depicts how you can configure a workflow to automatically create a ServiceNow ticket to have a battery replaced for Zebra devices. Other workflows you can potentially leverage include automatically generating a ticket to investigate users with high-risk behavior, or a follow-up ticket to check in with the end-user who provides poor application experience feedback. The possibilities are endless here.
Figure: Automated workflow to create a ServiceNow ticket to replace Zebra battery
With ServiceNow, there is more documentation that dives deep into how it further integrates with Workspace ONE. This includes pushing device telemetry to ServiceNow CMDB and leveraging Workspace ONE UEM actions like changing passcode, lock device, enterprise/device wipe, and remote control directly from your ServiceNow console.
If you are using ServiceNow, I highly encourage you to explore these resources:
- Workspace ONE UEM integration with ServiceNow (VMware Docs)
- Workspace ONE Intelligence App Approvals (VMware Docs)
- Workspace ONE ITSM Connector: Feature Walk-through (Tech Zone video)
Next
In the next few posts, we will further discuss how Workspace ONE Intelligence can help improve your security posture for your mobile device fleet.
Stay tuned for the next post in this series, Intelligence Use Case: Compliance Policy Engine (on steroids).
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