ServiceNow enables better experiences with new unified agent solution

As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made it difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.

To solve for this challenge, generate cost savings, and help ensure quick resolution to employee requests, even while remote, ServiceNow today unveiled Agent Client Collector (ACC). ACC is a unified agent solution that gives teams the ability to capture and monitor data—as well as meet visibility requirements—across software, hardware, and cloud infrastructure.

Whereas traditional agents focus on the collection of diagnostic information, ACC goes far beyond that. It allows service and operations teams to automate incident resolution and proactively identify and help prevent service disruptions.

For example, a remote employee experiencing IT issues can open an interactive chatbot that connects to a live agent experience. The help desk agent can then use the Live Asset view feature to visualize end-user asset data and collect diagnostic information—without the need to implement remote desktop software. It creates a frictionless employee experience, regardless of where employees choose to work.

Powering a nimbler, more resilient enterprise

According to IDC, 75% of Global 2000 IT organizations will adopt automated operations practices by 2023 to transform their IT workforce to support unprecedented scale.¹

ServiceNow brings together one unified platform, one data model, and now, with the introduction of ACC, one agent to make work flow more seamlessly for IT while modernizing systems and automating processes for employees.

Harnessing the power of the Now Platform®, ACC can support various products across IT Operations Management (ITOM), IT Service Management (ITSM), Hardware Asset Management (HAM), Software Asset Management (SAM), and Security Operations (SecOps).

Specifically, ACC improves the employee experience and enhances operational resilience by not only collecting diagnostic information, but also automating incident resolution—proactively identifying and helping to prevent service disruptions before they detract from the employee experience. Key features include:

• Policy-driven monitoring of applications and endpoints reduces dependency on standalone monitoring tools to optimize costs and cut down tool redundancy.
  
  
• Live Asset View provides real-time visibility of an endpoint’s configuration and performance data within an agent’s workspace to assist with troubleshooting.
  
  
• Automation Playbooks for Service and Operations Teams (ITSM and ITOM) empower agents to automate incident resolution to improve the employee experience, while operations teams can manage and run a more resilient business by proactively monitoring problems from on-premises and cloud infrastructure.
  

IT budgets are also under more pressure than ever in today’s economy. ACC’s collection of employee software and hardware data helps optimize operational expenses and investments—freeing budgets so that enterprises can invest in other important priorities. Key features include:

• Automation Playbooks for Hardware Asset Management (HAM) collect hardware asset attributes and performance data to make better informed investment decisions.
  
  
• Automation Playbooks for Software Asset Management (SAM) collect software inventory and usage data to optimize software license compliance and spend.
  

Ultimately, ACC will increase IT efficiency with a unified agent that helps reduce incident duration and frequency. This allows employees to focus on being productive while providing IT teams with better data to optimize their hardware and software spend. That’s making work, work better for people.

ACC is available today, complementing ServiceNow’s existing agentless technology. Learn more about ACC.

¹ IDC. (October 2020). IDC FutureScape: Worldwide Future of Digital Infrastructure 2021 Predictions. Doc #US46470820.

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