SOTI ONE integration with ServiceNow streamlines mobile device management and support by unifying your assets in a single pane of glass and seamlessly integrate powerful diagnostic and troubleshooting capabilities of SOTI XSight into the ServiceNow. It eliminates the need for manual navigation between platforms, providing a centralized view of device information directly within ServiceNow. From reducing ticket resolution time to improving help-desk efficiency, this integration enhances customer satisfaction and maximizes the value of both platforms.
o Synchronized Asset Management: Streamline enterprise mobility management and support by unifying your assets in a single pane of glass.
o Device Details in ServiceNow: Sync MobiControl device details, including extended fields and custom attributes, into ServiceNow.
o Initiate Remote Support: Launch troubleshooting sessions in SOTI XSight directly from ServiceNow with a single click.
o Advanced Diagnostics: Utilize comprehensive diagnostic tools within SOTI XSight such as device snapshots, screenshot captures, video recordings, and log file retrieval.
o Centralized Troubleshooting Data: Automatically synchronize diagnostic findings and device session history to the Workbench for easy access.
o Seamless Sync with ServiceNow: Ensure troubleshooting activities performed in the Workbench are automatically updated in ServiceNow.
o Remote Device Actions: Execute critical device actions such as Remote Control, Live Support, and more from ServiceNow to managed devices.
o Role-Based Access Control: Control which users can perform remote device actions from ServiceNow based on their assigned roles.
o Embedded Device Insights: View real-time device details in SOTI XSight directly within ServiceNow incident tickets.
o Enhanced Documentation: Attach diagnostic files, notes, and findings from SOTI XSight to ServiceNow tickets for a comprehensive incident history.
o Business Intelligence Reports: Leverage SOTI XSight Operational Intelligence and device reports within ServiceNow for proactive support and analysis.
New features
- Role-Based Access Control: Control which users can perform remote device actions using ServiceNow roles. Admins assign the SOTI ONE roles x_soti_xsight.support_frontline, x_soti_xsight.support_advanced, and x_soti_xsight.device_admin to users or groups through standard ServiceNow user administration.
- CMDB Field Mapping: Map SOTI device attributes to fields on the ServiceNow Hardware table.
- Extended Device Fields: More MobiControl device fields and custom attributes are available to sync.
Changes
- Added support for ServiceNow Australia and Brazil.
- MobiControl and XSight connections are now configured on a single Instance Configurations page.
- Improved device decommissioning workflow.
o Configuration Management (CMDB)
o Incident Management (ITSM)
Other Requirements:SOTI MobiControl and SOTI XSight