Setup ServiceNow as a Data Source in Intelligence to get Insights of Incidents and ITSM Connector usage
With the recent improvements of ITSM Connector like the User-based search , Product Provisioning integration and also the Intelligence Analytics part Omnissa was continuing to innovate in the ITSM space. In this blog I want to show how to enable the Analytics to get more insights to Intelligence. As I created some sample Dashboards in the past I added them to my GitHub Repository for free download.
Requirements:
- ServiceNow as ITSM Tool (usage of Incident Module)
- Workspace ONE ITSM Connector 5.5 or newer
- Workspace ONE Intelligence Add-On or Enterprise Licencing
Note: In Version 5.5 this feature is not supported in Multi Tenant mode (Multiple UEM Connections to Single ServiceNow)
Workspace ONE ITSM Connector- Intelligence Integration Part 1: Setup Intelligence
Workspace ONE ITSM Connector – Intelligence Integration Part 2: Update OAuth2 Intelligence Settings
Workspace ONE ITSM Connector – Intelligence Integration Part 3: Enable Analytics
Using the Data in Intelligence
Now that the ServiceNow data is there in Intelligence , dashboards with the Data Source of „ServiceNow ITSM Connector“ can be created. Data Includes general Incidents as well as ITSM Conncetor related Activities (like install Profile etc. )
Sample Dashboard Download : https://github.com/EUCPatrick/Intel-Connector/blob/main/Dashboard%20ServiceNow%20ITSM.json
ITSM Connector Data:
Incident Data:
This can provide UEM Admins more insights on the Work with UEM Devices in the Servicedesk role as well as it can show where potential Automations or Self Service could help to reduce the ticket volume to end up with saving costs.
vExpert, blogger and VMware champion. Worked 10 years as a VMware & Microsoft consultant for a partner before joining VMware in 2017.