As part of our efforts to constantly improve and update our products, we are pleased to announce that Access Symphony (along with SignOff and FixEngine) is able to be fully integrated with ServiceNow. In our blog, we have discussed in the past the advantages of Symphony, SignOff, and FixEngine, but today we will focus on how Symphony works with ServiceNow.
Integrating With ServiceNow
Using APIs and integrations, we are able to link to ServiceNow in regards to tickets, service requests, and change management functions. Through this integration we are able to create, update, cancel, close, resolve, etc. those processes using automation — all the functions you would expect from a general API integration. However, what we focused on with this integration is preventing tickets from ever being created (or, if created, having them rectified quickly) and using automation. The focus is on the end user utilizing self-service, self-healing, and automation to fix issues and create a better end-user experience.
An end user can access the portal from their mobile device, desktop, laptop, etc., even on a locked screen. From there the user can manage open items/tickets, create new ones, see what services are impacted, and even chat with an agent if necessary. All of this connects directly with ServiceNow. Also, tickets that are created directly into ServiceNow will show up in the portal.
This portal creates a one-stop shop as it can pull data (i.e., service alerts) from Exchange, Citrix, O365, Blackberry, etc., handle password resets, pull in ServiceNow data, handle post-migration issues and resolutions using SignOff, and fix issues using FixEngine.
For instance, let's consider the case of a migration. From the portal, a window will pop up asking the user a series of questions. For any negative responses, the user can describe the issue, take a screenshot, and raise a ServiceNow ticket from there. The user can even try the self-service options to resolve the issue on their own.
For issues not related to a migration, using the portal — which has FixEngine integrated into it — the user can try to solve the issue from a repository of fixes. If that doesn’t work, the user can submit a ticket or chat with an agent. And after the issue gets resolved, if the issue is one that can be added to the self-service portal, then future similar issues from other users will either be mitigated or taken care of automatically by FixEngine.
Another advantage the portal offers is an intuitive ease of use. ServiceNow is designed to be used by engineers, but our portal is for the end user and managers. For instance, if an end user needs a new item (i.e., monitor, laptop, etc.) they can make those requests right in the portal. Then the manager can go in, review the requests, and approve or deny them as needed.
As stated above, we are happy to have integrated our product Symphony with ServiceNow. This allows our clients to enjoy the full benefits of both products in an easy-to-use portal where they can not only submit and manage tickets, but also fix numerous issues without having to contact the help desk.