SureMDM Integrates with ServiceNow to Streamline Mobility and IT Asset Management

Organizations are increasingly using smartphones, tablets, and PCs to streamline operational workflows, provide easy access to business applications and corporate resources, and ensure real-time access to information. However, IT admins find it hard to secure and manage a large fleet of devices and often turn to mobile device management (MDM) solutions like SureMDM. MDMs help IT admins secure devices without compromising usability, improve employee productivity, monitor devices, and ensure adherence to regulatory compliance. 

The IT landscape is more interconnected now than ever, and to ensure business continuity organizations require an MDM that also supports multiple third-party integrations. One such key integration is with IT Service Management (ITSM) tools. 

Well, let us first understand what ITSM tools are. 

ITSM tools facilitate the delivery of IT services, automate routine tasks, and enhance collaboration within IT teams, leading to improved efficiency and customer satisfaction.

Why Integrate MDM and ITSM tools?

Organizations rely on streamlined processes and optimized resources to ensure seamless business operations. IT teams typically try to troubleshoot issues remotely using a Mobile Device Management (MDM) solution. If IT admins are unable to fix the issue, a service ticket is created in the IT Service Management (ITSM) solution for further investigation. However, if an organization uses standalone MDM and ITSM solutions, then IT admins have to manually collect device information and navigate to the separate ITSM tool to create service requests.

This disconnect between these two solutions leads to inefficiency and hinders prompt issue resolution, ultimately impacting IT teams’ productivity and customer experience. To address these issues and offer improved IT asset management capabilities, SureMDM now integrates with ServiceNow. 

What is ServiceNow?

ServiceNow is an ITSM solution that helps IT teams manage, automate, and streamline IT services. It also functions as a powerful ticketing system, enabling efficient processing and tracking of customer issues from submission to resolution.

How the integration of SureMDM and ServiceNow works?

SureMDM integrates with ServiceNow to empower IT admins to create context-aware tickets and resolve tech issues in the order of priority. Admins no longer have to juggle between two tabs – they can create service tickets directly from the SureMDM console and pull necessary device details that might be helpful for quick issue resolution like model, OS version, platform, etc. These tickets are then pushed to the ServiceNow desk, from where admins can view all the tickets, track issue status at each level, and close once resolved. This streamlined approach helps in faster issue resolution and economizes the IT team’s efforts in creating and tracking tickets. Once installed from the SureMDM Plugins store, admins need to configure ServiceNow using their ServiceNow account credentials. 

What are the benefits of SureMDM and ServiceNow Integration?

• Enhanced Visibility:

  Businesses gain complete visibility on how issues are addressed and the ability to actively track the troubleshooting process, ensuring consistent delivery of remediation services. 

• Quick Troubleshooting:

  IT admins can view all service requests along with device details, enabling them to better context and troubleshoot faster. 

• Improved IT Efficiency:

  The integration aims to empower IT admins to quickly resolve technical issues, reduce the average response time, and mean time to recover (MTTR). 

• Simplified Setup and Ease of Use:

  The integrated solution offers a quick and easy setup process, minimizing training needs for IT teams.

Conclusion

Try out SureMDM - ServiceNow integration to boost IT productivity, streamline business operations, and quickly resolve technical issues. More importantly, this combined offering simplifies mobility and IT asset management.