Shift Left is a ServiceNow ConfigMgr integration built for you.

SCCM 

Configuration Manager makes it possible to deliver programs, software upgrades, and operating systems secure and scalable. 

It allows for actions to be taken in real-time on managed devices. 

On-premises and internet-based devices can benefit from Cloud-based analytics and administration. 

It allows you to manage your compliance settings. 

It allows for a full server, desktop, and laptop management. 

ServiceNow 

With modern IT workflows, ServiceNow transforms your business. With a single platform for IT, it modernizes your operations to improve efficiency, cost, and reliability. 

With ServiceNow’s new value acceleration solutions, you can achieve returns faster and customize your digital transformation path. In addition, it gives you proactive advice, expert advice, and data-driven recommendations. 

SCCM ServiceNow integration is the big break you need for smoother processes and efficiency.. 

Problems System Administrators and Help Desk Teams Experience Today 

The Help Desk staff sometimes need to escalate issues reported in ServiceNow, such as Active Directory, Microsoft Configuration Manager / SCCM, LAPS, MBAM, and more, to individuals with more privileged access to many separate systems. 

An organization’s productivity suffers when problems are escalated, resulting in extended downtime for end-users. 

To aid with troubleshooting issues, escalation teams often get bogged down with demands for access to certain information to help resolve the issues, such as not being allowed to access device or user information, such as the last known reboot, etc. 

What are Service Graph Connectors in ServiceNow? 

Developed by ServiceNow and ServiceNow partners, Service Graph Connectors are custom applications that run on top of the existing IntegrationHub ETL application. When you purchase ServiceNow Service Graph Connectors from the ServiceNow store, they are automatically updated and maintained, ensuring that your integrations with third-party data sources continue to work even after the systems are upgraded. 

Additionally, due to their reliance on the Identification and Reconciliation Engine (IRE) in Service Graph ServiceNow provide, you can rest assured that the data is being entered into the CMDB in the proper format every time. 

Customers can create a next-generation record system for all of their digital products and services with the SCCM ServiceNow Service Graph, which addresses their whole technological stack, from infrastructure to application layers. 

How to integrate ServiceNow and SCCM for more efficiency 

If you’re looking to include and integrate ServiceNow and SCCM for more efficiency in your organization, Shift Left can help. 

Shift Left boosts the capabilities of your help desk 

Shift Left boosts your help desks efficiency with SCCM integration. Your service desk no longer needs access to many disparate systems to resolve user and device problems. Instead, they can use ServiceNow to manage all of their SCCM needs. This provides several advantages, including improved efficiency and reduced costs. 

Additionally, shift left allows for certain behaviors that are better suited to other teams, such as software deployment and patch management, to be kept off-limits to the squad. This helps to ensure that they focus on their core competencies and deliver the best possible service to their customers. 

Team-wide advantages 

Help Desk technicians can confidently resolve a more significant number of customer concerns in a shorter time right within the ServiceNow portal. 

Help Desk managers can confidently empower their workers to close more tickets on the first call. 

IT directors can integrate additional help desk tasks within ServiceNow’s ITSM suite. 

Sys Admins strengthen their relationships with their help desk personnel by allowing them to utilize the current infrastructure safely. 

Shift left for Service now increases first call resolution 

Help desk agents can now handle most customer inquiries in a few seconds. Please provide them with Shift Left for ServiceNow tools and enhance their troubleshooting skills. 

It gets users back to work quicker 

Your support desk can do much more in ServiceNow using Shift Left features, allowing them to take action right from the issue form itself. This implies faster resolution and fewer calls to System Administrators, allowing everyone to get back to their work. 

It brings new team members up to a faster speed 

Employees at the help desk have been known to make things worse by entering settings outside of their scope of knowledge. However, help desk staff may still provide end-user support without sacrificing security by using Shift Left for ServiceNow to limit and control privileged access. For new help desk personnel, this implies less training in AD and ConfigMgr, allowing you to get them up and running much more quickly. 

The most common reason for contacting us is to get a password reset. It is possible to reset passwords directly from ServiceNow using Shift Left. We’ll use any opportunity to save our support desk staff time and effort. 

Shift Left for ServiceNow provides access to more data points 

You can troubleshoot more intelligently when your team is fully informed about the system in question. 

All Shift Left actions are logged in the ServiceNow database and presented in the ticket to be able to quickly check which actions have already been taken.

Shift Left for ServiceNow provides smarter and faster call triage 

It’s easier to answer phone calls when your team is well-versed in the system in question. Make better help desk decisions based on reliable information about the device model, what apps are installed and deployed, the OS versions, and when the last reboot was initiated. 

ServiceNow’s Shift Left feature gives you access to a single interface where you can manage all of your BitLocker keys, password resets, logged-in devices, and more. 

Shift Left for Service now provides controlled access. 

You can determine who has access to which actions based on their function for each ticket, and you’ll get clear, comprehensive reports. 

Auditing in Depth 

The impact of shortening the help desk cycle on the organization is significant. Do it with the knowledge you’ve gained from seeing all of the user and device behaviors during the incident. Get a full history of tickets that need to be escalated to other teams. Keep a watchful eye on everyone who has access to critical information. 

Role-Based Administration 

For an efficient help desk, basic permissions aren’t adequate. However, giving everyone complete access is a recipe for disaster. Instead, each Shift Left action has its authorization, allowing you to keep them within your environment’s boundaries. All of this can be accomplished while utilizing ServiceNow’s built-in rights. 

Shift Left for ServiceNow 

With Shift Left, you may resolve incidents sooner in the support cycle. Allow L1, L2, and Field Support technicians to better understand and respond to common user and device support issues without leaving the ServiceNow incident form. 

You may significantly improve first-call resolution by eliminating the need for privileged access to various disparate systems like Active Directory, Microsoft Configuration Manager, LAPS, MBAM, and others. 

Shift Left allows your help desk employees to reset user passwords, unlock accounts, inspect logged-in devices, and do various other tasks instead of escalating concerns outside of the support desk. 

Features 

Shift Left uses the ServiceNow MidServer to get real-time information and perform actions on Active Directory and Microsoft Configuration Manager devices and users. 

Designed to assist L1 and L2 service desk workers in troubleshooting devices and user accounts without having to leave the issue form, resulting in higher first-call resolution rates. 

Utilize the powerful Remote Software Center right from ServiceNow. For more info see our blog post.

Key features 

Shift Left uses the ServiceNow MidServer to get real-time information and perform actions on Active Directory and ConfigMgr devices and users. 

The application is intended to assist level 1 and 2 service desk workers in troubleshooting devices and user accounts without leaving the issue form, hence improving first call resolution rates. 

Tier 1 Service Desk: Assists the service desk administrator in diagnosing and resolving user-submitted issues without the need for escalated support. 

Tier 2 Service Desk: Allows more experienced administrators to observe which troubleshooting procedures have already been completed concerning that incident, preventing them from being repeated. 

ConfigMgr / Active Directory admin: Allows sensitive system administrators to outsource work to less experienced IT personnel without providing them direct access to the platforms. 

Benefits 

L1 Service Desk: Significantly more tickets are diagnosed and resolved on the first call without leaving the ServiceNow incident form. 

L2 Service Desk: View previously completed troubleshooting steps for an incident, saving time by avoiding duplicate work. 

System Administrator: Provide restricted access to Active Directory and Microsoft Configuration Manager through ServiceNow to less experienced IT employees so that they can delegate work to them as needed. 

Request a Quote for your environment to learn more about Shift Left.