Empower employees with self-service admin access and offload routine tasks from IT

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Did you know that one of the top requests submitted to ServiceNow instances across our customer base is the need for local admin access? The biggest use case for this request is for the ability to install software on end user computers. Agent Client Collector (ACC) works seamlessly together with the ITSM Virtual Agent to automate fulfillment of this request within minutes on computers running MacOS. End users are able to chat with Virtual Agent directly or through Microsoft Teams to request granting of temporary admin access for a specified duration. Automating this common request increases employee satisfaction through faster delivery and increases efficiency for your IT support staff, freeing them up to work on higher-value work.

This exciting release marks the beginning of workflow automation between Virtual Agent and the ACC. This is the first in a series of use cases that will be released over time.

Drive value across IT with Agent Client Collector:
ACC is ServiceNow’s powerful unified agent that enables organizations to achieve differentiated outcomes across IT workflows. Outcomes available today are:

• Filling in agentless Discovery gaps - autoscaling / hibernation, challenges with obtaining credentials, and endpoint discovery
• Predictive AIOps - monitor system events, metrics and logs
• Software Asset Management - Collect software inventory and usage. Use the ACC Spoke, which is a framework for executing workflows to ACC agents via IntegrationHub, to run stolen laptop and asset watchlist workflows.
• ITSM – Automate requests for granting of temporary admin access. Use the ACC spoke to query endpoints for system data and to execute fixes.
• Security Incident Response - Use ACC’s OSQuery-powered Security Analytics for visibility, intrusion detection, incident investigation and enrichment, and manage compliance.

ACC VA Conversations Availability:
Customers with entitlements to ITSM Pro and ITOM Visibility v2 or ITOM Discovery v2 can install the latest ITSM Virtual Agent Conversations application (v 6.2.1) in their ServiceNow instance and begin automating workflows to endpoints.