ServiceNow

ServiceNow is a Software as a Service (SaaS) platform that helps businesses improve their digital operations, reduce costs, and increase productivity. To create your own ServiceNow instance or log into your existing one, click Sign In on the ServiceNow home page and enter your credentials.

Learn more about each feature of the 1E ServiceNow application:

  • The ITSM module helps increase your agents' productivity, by enabling them to resolve issues faster, improving user satisfaction.

  • ServiceNow Virtual Agent can help reduce your team's help desk tickets. Use pre-built conversations so your employees and customers get the help they need, as they need it.

  • The Service Catalog module allows you to provide your customers with self-service options. Customize your portals so your customers can request service and product offerings.

  • The ServiceNow Asset Management module displays the details of your information technology assets.

  • A Common Service Data Model (CSDM) is a standardized framework that defines configuration items (CIs) and the relationships between CIs in the CMDB. The CSDM ensures that your data resides in the appropriate CMDB tables.

  • The Identification and Reconciliation Engine (IRE) uses a framework to identify and reconcile data sources, before inserting the data into the CMDB.

1E ServiceNow applications:

With the ServiceNow integration, 1E has developed the following applications:

  1. 1E Core: Integrates 1E's ServiceNow solutions and ServiceNow. 1E Core is a prerequisite and provides reusability functions across applications such as 1E Service Catalog Connect, 1E ITSM Connect, 1E Virtual Assistant, 1E CMDB Connect, and Service Graph Connector for 1E. Refer to 1E Core.
  2. 1E ITSM Connect: Allows your help desk team to send 1E instructions from the incident management module of ServiceNow, providing real-time investigative and troubleshooting tools. Refer to 1E ITSM Connect1E ITSM Connect
  3. 1E Service Catalog Connect: Integrates 1E and ServiceNow's self-service module. Refer to 1E Service Catalog Connect1E Service Catalog Connect
  4. 1E Virtual Assistant: Integrates 1E into the ServiceNow Virtual Agent. The integration includes pre-defined topics that allow the user to raise a request and then send them the relevant 1E instruction(s). Refer to 1E Virtual Assistant1E Virtual Assistant
  5. 1E CMDB Connect: Allows an authorized user to view the performance and behavior of end user devices in an enterprise. Refer to 1E CMDB Connect1E CMDB Connect
  6. Service Graph Connector for 1E: Allows an authorized user to view information such as software installed and process running time for a specific device. Refer to Service Graph Connector for 1EService Graph Connector for 1E

You can install the applications listed above from the ServiceNow App store as shown below.