1E ITSM Connect

1E ITSM Connect integrates 1E Platform with ServiceNow ITSM (Information Technology Service Management) module. This integration would increase your service desk's ability to troubleshoot and remediate IT incidents in real-time for all remote users.

1E ITSM Connect empowers the service desk to resolve large numbers of service desk tickets for remote users through automated resolution built into the ServiceNow console. Working with 1E and ServiceNow gives you the ability to support employees as they transition to full-time remote working and provide the levels of service and support required to ensure users can work effectively work from anywhere in the long term.

Key features

1E ITSM Connect application establishes interaction between customer’s ServiceNow instance and 1E platform.

  • Real time device information (like online status, last reboot, last seen)

  • Patented scores that determine the performance, stability and responsiveness of a device

  • Investigate and remediate an endpoint directly from ServiceNow

  • Optional approval capability

  • History of triggered instruction and responses

  • OAuth 2.0 authentication is supported

  • CI selector based on caller name

  • Flexibility to retrieve FQDN from any table or field

  • Extensible to problem and change management

  • Leverage Service Operation Workspace to investigate and remediate

  • NLU based recommended actions

  • Investigation and remediation on multiple endpoints

  • Device views (hardware, network, software installations)

  • Configurable parametrized instructions for quick fixes

  • Guided setup

  • ROI dashboard

  • Prioritized recommended actions

  • Scheduled retrieval of 1E instructions

  • Instruction segmentation based on user roles

  • Enhanced logic for managing role mapping of instruction sets

  • Average execution time for instructions

  • Enhanced CI identification methods

1E ITSM Connect application is available for download from the ServiceNow app store and can be installed on any ServiceNow instance. Refer to Installation guide.