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Omnissa Workspace ONE® ITSM Connector

Empower your helpdesk with in‑console device support that helps simplify workflows and keep teams focused. The ITSM Connector brings essential context and actions into your ITSM environment so staff can support users without switching tools.

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Omnissa DEX Playbooks boost IT support efficiency

Omnissa launches DEX Playbooks to streamline IT support, boost help desk efficiency, and enhance digital employee experience.

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Meet our AI-powered DEX solution

Use insights and automation to accelerate issue resolution.

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Omnissa DEX Playbooks boost IT support efficiency

Omnissa launches DEX Playbooks to streamline IT support, boost help desk efficiency, and enhance digital employee experience.

Read More

Meet our AI-powered DEX solution

Use insights and automation to accelerate issue resolution.

Read More

Omnissa DEX Playbooks boost IT support efficiency

Omnissa launches DEX Playbooks to streamline IT support, boost help desk efficiency, and enhance digital employee experience.

Read More

Meet our AI-powered DEX solution

Use insights and automation to accelerate issue resolution.

Read More

What is ITSM Connector?

The ITSM Connector integrates Omnissa endpoint data, remote support and remediation capabilities directly into your helpdesk console to streamline support workflows.

Streamline issue tracking

Support teams can view real-time device data and initiate actions directly from the ITSM console. This integration can help reduce context switching and accelerate incident resolution.

Learn more about issue tracking

Enable remote support

Launch Workspace ONE Assist sessions directly from the ITSM incident window to troubleshoot issues in real time. IT staff can view or control devices to fix problems quickly.

Learn more about remote support

Automate ticketing workflows

Improve efficiency by automatically creating support tickets based on device compliance or health status. This proactive approach helps IT address potential problems before they impact productivity.

Learn more about automation
Features

Key features of Workspace ONE ITSM Connector

Equip your helpdesk with powerful tools to diagnose, troubleshoot, and remediate endpoint issues faster.

Admin screen view of Workspace ONE ITSM connector
Integrated remote support

Initiate secure remote-control sessions with Workspace ONE Assist directly from the incident record. Technicians can visualize the issue and resolve it without leaving the console.

Learn more about remote support
Real-time data sharing

Access up-to-date device status and health metrics from Workspace ONE UEM within the ticketing system. Support staff gain immediate visibility into potential root causes for faster troubleshooting.

Learn more about troubleshooting
Rapid remediation actions

Execute common device commands like enterprise wipe or profile installation directly from the help desk interface. These remote actions help resolve incidents quickly without requiring complex administrative access or training overheads.

Learn more about remediation
Automated ticket creation

Configure the system to automatically generate tickets when specific device conditions or compliance violations occur. This automation helps track and assign critical issues.

Learn more about ticketing
Asset management insights

Populate your configuration management database with accurate hardware and software inventory data. Omnissa Intelligence provides precise insights into usage patterns and lifecycle status.

Explore ITSM Connector solutions, IT service management integration, and use cases

Discover how integrating IT service management enables faster resolutions and improved employee experiences.

How ITSM Connector supports virtual desktops & apps

Support virtual environments by providing HELP DESK teams with visibility into session health and remote tools for virtual desktops.

Supported use cases
VDI
Ecosystem partners
IGEL
Nutanix
NVIDIA
Related products
Horizon 8
Horizon Cloud Service
App Volumes
Dynamic Environment Manager

How ITSM Connector supports DEX

Improve employee satisfaction by enabling faster ticket resolution and proactive support through comprehensive device visibility.

Supported use cases
Employee experience measurement
Proactive IT remediation
Empower frontline workers
Ecosystem partners
ServiceNow
Related products
Workspace ONE Experience Management
Workspace ONE Intelligent Hub
Workspace ONE Assist
Omnissa Intelligence

Transform your helpdesk

Download the whitepaper to learn how to modernize your support operations with integrated DEX tools.

Download whitepaper

Customer spotlight

See how organizations optimize their support operations and improve user satisfaction with the ITSM Connector.

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Education

Deliver seamless access to educational apps, devices, and resources, so you can focus on students and learning.

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Federal government

Help federal agencies support protected app access and centralized control—while safeguarding mission-critical information.

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Federal government
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Finance

Omnissa enables secure, seamless access to apps and data, helps reduce risk for financial services and optimizes cost through efficient operations.

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Financial services

Healthcare

Transform healthcare delivery with streamlined healthcare workflows and improved experiences -- driving operational efficiency across your organization.

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Healthcare

“With Workspace ONE Assist, we can do a walkthrough diagnosis from anywhere. Using remote whiteboard tools, we can even draw on the user’s screen and train less technical people on how to use their device. Importantly, when an officer in our region supports another police service, we can still provide active support in the field which we wouldn’t be able to easily achieve without Workspace ONE Assist.”

Gregg Hudson
Mobility and Automation Manager, IT and Digital Team, West Midlands Police
View Customer Story
Public sector

“Workspace ONE is providing officers with a smooth, user-friendly experience—and the data backs it up. Adoption rates have climbed to 80%, and the split between support tickets and features requests has flipped from 80:20 to 20:80, demonstrating strong engagement and enthusiasm for the transformation.”

Gregg Hudson
Mobility and Automation Manager, IT and Digital Team, West Midlands Police
View Customer Story
Public sector

Retail

Boost workforce productivity, deliver seamless, consistent customer experiences, and beat the competition with Omnissa products & solutions.

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Retail

Core ITSM Connector components and architecture

Connect your ITSM platform with Omnissa solutions to enable seamless data exchange and remote management capabilities.

ServiceNow connector

This component links your ServiceNow instance with the UEM console. It facilitates the bidirectional flow of asset data and enables action execution within incidents.

Learn more about connector

UEM integration

The integration enables the retrieval of real-time device details from Workspace ONE UEM. Support agents can view compliance status and perform commands without leaving their desk.

Learn more about integration

Intelligence service

Omnissa Intelligence powers the aggregation and analysis of experience data displayed in the ITSM console. This service provides the analytics needed for data-driven support decisions.

Learn more about Intelligence

ServiceNow connector

This component links your ServiceNow instance with the UEM console. It facilitates the bidirectional flow of asset data and enables action execution within incidents.

Learn more about connector

UEM integration

The integration enables the retrieval of real-time device details from Workspace ONE UEM. Support agents can view compliance status and perform commands without leaving their desk.

Learn more about integration

Intelligence service

Omnissa Intelligence powers the aggregation and analysis of experience data displayed in the ITSM console. This service provides the analytics needed for data-driven support decisions.

Learn more about Intelligence

ServiceNow connector

This component links your ServiceNow instance with the UEM console. It facilitates the bidirectional flow of asset data and enables action execution within incidents.

Learn more about connector

UEM integration

The integration enables the retrieval of real-time device details from Workspace ONE UEM. Support agents can view compliance status and perform commands without leaving their desk.

Learn more about integration

Intelligence service

Omnissa Intelligence powers the aggregation and analysis of experience data displayed in the ITSM console. This service provides the analytics needed for data-driven support decisions.

Learn more about Intelligence

Help protect data privacy with built-in security

Use built‑in security controls designed to support modern help desk workflows and responsible data access.

Role-based access control

Permission‑controlled access to device data and actions helps maintain a least‑privilege support model for help desk teams.

Learn more about Access

Secure remote connections

Remote support sessions launched through Workspace ONE Assist are encrypted and logged to help safeguard sensitive information during troubleshooting.

Learn more about encryption

Privacy-centric design

User consent flows and controlled access to device information help keep support interactions transparent and privacy‑aligned.

Learn more about privacy

Connect with your existing tools and platforms

Extend the capabilities of your help desk by integrating with leading IT management and support solutions.

Streamline ServiceNow support

Embed Omnissa device data and remote actions directly into the ServiceNow incident view. This seamless ServiceNow connector integration can reduce toggle tax for agents.

  • Incident management

    View UEM data and run actions inside tickets.

Learn more about ServiceNow

Read the Gartner report blog

Gain insights into the DEX market and see why Omnissa is recognized as a Leader.

Read report

Next steps

Pricing and packaging

Explore flexible licensing options to add the ITSM Connector to your Workspace ONE deployment.

Compare Workspace ONE editions
View licensing details

Deployment and onboarding

Get started with ITSM Connector using guided setup and deployment resources. 

  • Getting started

    Get step-by-step instructions for setting up and using ITSM Connector.

    View documentation

  • Tech Zone resources

    Access best practices, tutorials, and architecture diagrams.

    See on Tech Zone

Support and training

Access help resources and learning paths to accelerate adoption. 

  • 24x7 support

    Global support team available via portal and phone.

    Contact support

  • Training modules

    Self-paced courses, live webinars, and certification paths.

    Learn more

  • Community forums

    Connect with peers and experts to share insights and solutions.

    Join the discussion

Ready to get started?

Contact Us

FAQ

The connector was designed for automated ticketing in ServiceNow, but it also supports any platform that accepts open APIs. Our customers have successfully integrated it with other ITSM tools, including TopDesk, to streamline their workflows. Please reach out to your Omnissa Sales rep for more details.

Yes, the connector requires Workspace ONE UEM to fetch device data. It acts as a bridge between your UEM environment and the ITSM platform.

Remote control is available if you also have Workspace ONE Assist. This allows agents to launch sessions directly from the ITSM ticket.

It can reduce the need for agents to switch between consoles. Accessing device data and actions in one place speeds up the resolution process.

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