Improve Service Desk Results and Lower Costs With Incident Integration for ServiceNow


Scott Grant December 14, 2021

Now more than ever, Service Desk teams are overwhelmed with tickets as they support a hybrid workforce. Improving metrics like Mean Time to Resolve (MTTR) and First Call Resolution (FCR) is crucial for running an efficient Service Desk and keeping other employees happy and productive. 

Ultimately, the Service Desk wants to troubleshoot issues with as little friction as possible, or quickly triage the issue to the correct team. But support agents face numerous constraints when resolving even the most basic problems, including time limits and gathering decentralized information from a variety of tools and systems. As with other technical groups, they are being asked to do more and resolve problems faster so that employees can get back to their core competencies. 

The first iteration of our bi-directional integration with ServiceNow—the industry leader in IT Service Management—focused on the automated creation of ServiceNow incidents via Aternity’s Service Desk Alerts, including device details and links to the relevant Aternity DEM dashboards for troubleshooting. An important benefit here is that L1 Service Desk agents have incident and device details without manual entry from the end user or agent. 

After listening to customer feedback, and in keeping with our goal to help Service Desk teams “shift left” and improve overall efficiency, we’ve made significant additions to the integration this quarter, including the addition of important device and software details to each monitored ServiceNow incident. This helps streamline the Service Desk workflow and improve KPIs so your team can troubleshoot incidents with minimal friction and maximum customer satisfaction. We now offer more details via two new dashboards that Service Desk teams can access without leaving the ServiceNow console: 

Device Overview  

In this tab, you can view important device attributes including location, memory, free disk space, BIOS version, and OS version without needing to spend valuable time on the phone with end-users or searching for them yourself. The fields are customizable so you can show the categories and attributes that are most important to your team: 

Device Events 

In this tab, you can identify recent health events and software changes that may have impacted the device in question before drilling down to the relevant dashboards in the Aternity console. A color-coded timeline makes it easy to visualize and correlate health events and software changes: 

If you already use both Aternity and ServiceNow, you can get started right now in the ServiceNow store, or contact us for a free trial or live demo of Aternity. There’s more to come in 2022, so keep an eye out for more Aternity functionality built right into ServiceNow!