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Reduce SLA resolution time using ServiceNow’s integration with Desktop Central


For many enterprises, IT forms the backbone of business operations. Enterprises need a perfect help desk solution to resolve their tech issues and keep their IT departments efficient. There are a number of help desk solutions available in the market to manage enterprises’ ITSM and ITIL tasks. Enterprises are increasingly employing solutions from vendors like Spiceworks, ServiceNow, ManageEngine, Atlassian, Freshdesk, and Zendesk to simplify their IT.

If your enterprise has chosen ServiceNow as your help desk solution, then this blog is just for you. Read more on how Desktop Central’s integration with ServiceNow can help make your ITSM operations far more efficient.

ServiceNow integration needs

There are two major ServiceNow integrations that are available in the market: ServiceNow integrations that are included in the tool at no additional cost, and certified partner integrations that are available in the ServiceNow Store. Most IT departments look for the latter, since they manage multiple third-party applications running on a few different platforms, including Windows, Mac, and Linux. IT pros prefer a tool that will allow them to perform IT operations such as managing desktops, laptops, mobile devices, and more directly from a support ticket.

Let me explain the benefit of using certified partner integrations using a scenario. Robert is a support technician who receives a huge pile of support tickets every day. Sometimes, Robert receives tickets to deploy business apps to remote users. When this happens, he has to switch to a software management app to download and deploy the business app, which increases the overall SLA resolution time for Robert’s IT department.

Read the entire article here, Reduce SLA resolution time using ServiceNow’s integration with Desktop Central  « ManageEngine Blogs

Via the fine folks at ManageEngine.

ManageEngine ManageEngine delivers the real-time IT management tools that empower IT teams to meet organizational needs for real-time services and support. Worldwide, established and emerging enterprises - including more than 60 percent of the Fortune 500 - rely on ManageEngine products to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including the United States, India, Singapore, Japan and China.

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