TeamViewer DEX ITSM Connect
Real-time endpoint automation for the remote workforce
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About
Significantly increase your service desk’s ability to troubleshoot and remediate IT incidents in real-time for all remote users, wherever they are based.
The challenge for service desks is supporting an unprecedented number of full-time remote workers. With TeamViewer DEX ITSM Connect, service desks can ensure remote workers are as productive at home as in the office by delivering real time incident investigation and remediation capabilities to Help Desk.
TeamViewer DEX 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. It also enables junior technicians to safely resolve more incidents on first call and supports remote connect to end device using TeamViewer direct from Service Operations Workspace.
Working with TeamViewer DEX 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 from home in the long term.
Key Features
TeamViewer DEX ITSM Connect application establishes interaction between customer’s ServiceNow instance and TeamViewer DEX platform.
- Real time device information.
- 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
- Flexibility to retrieve FQDN from any table/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
- ROI Dashboard
- Device views (Hardware, network, s/w installations etc.)
- Configurable parameterized instructions for quick fixes
- Guided Setup
- Prioritised Recommended actions
- Real-time device stats(Online status, Last reboot, Last seen etc.)
- Scheduled retrieval of TeamViewer DEX instructions
- Improved error handling logic
- OAuth 2.0 Authentication is Supported
- CI selector on the basis of Caller name on multiple fields
- Instruction segmentation on the basis of user roles
- Device details and instruction execution supported without saving the incident form
- Enhanced logic for managing role mapping of Instruction sets
- Enhanced incident resolution in Service Operations workspace
- Upgraded UI for streamlined single tenant configuration
- Expanded CI identification methods
- Improved clarity of messages
- Average execution time for instructions
- Remote Connect to a device using TeamViewer, direct from Service Operations Workspace
- Control TeamViewer DEX features on the incident's specific category and subcategories