Everything your help desk needs, inside the ticket
From unified workflows to intelligent automation, these capabilities help IT teams resolve issues faster and improve employee experience daily.
Unified ITSM workflows
Endpoint management and service ticketing run as one connected process instead of two. Agents work from the same device record the UEM console shows, so nothing gets re-keyed between systems and no ticket carries stale data.
Intelligent automation
Common fixes run as one-click actions inside the incident: request logs, reboot, reinstall an app, push a profile, execute a script, or trigger a UEM workflow. Technicians clear routine issues without opening a second console.
Proactive issue detection
Device health, app stability, and network metrics are monitored continuously, and a ServiceNow incident opens automatically when a threshold is breached, diagnostic context already attached. Most of these reach a queue before the employee notices anything.
Employee self-service resolution
Employees handle routine device tasks themselves from the ServiceNow service catalog: find a device, lock it, change a passcode, enable lost mode, sync, or retrieve an encryption recovery key. Each of those is a self-service action that can help reduce ticket volume.
Seamless data flow
Device records stay synchronized between Workspace ONE UEM and ServiceNow, so incident history and asset data agree. Agents stop reconciling two versions of the same device.
Remote action execution
Remediation commands run against the device from inside the ticket. Nothing gets dispatched and nobody walks to a desk.
Software license tracking
Usage and lifecycle data show which licenses are active, which are idle, and which can be reclaimed. Software asset managers get a defensible view heading into renewals and audits.
Every Omnissa connector for ServiceNow
Five certified integrations connect Workspace ONE, Horizon, and Experience Management to your ServiceNow instance.
Workspace ONE ITSM Connector
Horizon 8 Connector
Omnissa Intelligence Workflow Connector
Omnissa Intelligence ITSM Data Source Connector
ServiceNow Service Graph Connector for Workspace ONE UEM
ServiceNow and Omnissa: better together
Workspace ONE and ServiceNow ITSM combine device intelligence with service management to speed up IT incident resolution.
Combined Value
Real-time device data lands in the incident: compliance status, OS build, storage, last-seen, and health metrics. Agents diagnose from the ticket instead of a second console.
Combined Value
Remote support sessions launch straight from the incident window. Technicians view or control the device to fix the problem live, and sessions are encrypted and logged.
Combined Value
Workspace ONE Experience Management aggregates Experience Score and device performance data and surfaces it inside the ServiceNow console, moving support from reactive ticket handling toward proactive remediation.
Inside the ServiceNow integration architecture
These components show how device data, remediation actions, and analytics flow between ServiceNow and Omnissa products.
Components
Links your ServiceNow instance with the Workspace ONE UEM console, enabling bidirectional asset data flow and action execution inside incidents.
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ServiceNow connector
Bridges ServiceNow and Workspace ONE UEM for data exchange and action execution
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Incident record
Displays device data and available remediation actions within the ticket
Proof and validation
Organizations use the ServiceNow and Omnissa integration to speed up support and improve employee experience.
Latest ServiceNow + Omnissa DEX news
Recent content highlighting the ServiceNow and Omnissa partnership.
Ready to get started?
Talk to our team about bringing ServiceNow ITSM and Omnissa together for your help desk.
ITSM workflows FAQ
The Workspace ONE ITSM Connector brings Omnissa endpoint data, remote support, and remediation tools into your ServiceNow console, so support teams can act on an incident without switching systems.
It links your ServiceNow instance directly with the Workspace ONE UEM console for bidirectional data flow. Agents view device compliance status and run remediation actions from inside an incident record, and tickets can be created automatically from device conditions.
Yes. The connector requires Workspace ONE UEM to retrieve device data — it is the bridge between your UEM environment and ServiceNow. Without it there is no device data to display.
Yes, when paired with Workspace ONE Assist. Agents launch sessions directly from the ServiceNow incident window and resolve issues in real time without leaving the ticket.
Yes. While this page highlights the ServiceNow integration, our solution is ITSM-agnostic and can integrate with other ITSM platforms through our flexible connector framework. Learn more about our ITSM-agnostic approach and supported integration options.
Start with the setup documentation for configuring the connector between Workspace ONE UEM and ServiceNow. Omnissa Tech Zone has best practices and architecture guidance, and the Omnissa sales team can walk through licensing and deployment options.