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Applicable For Endpoint Central MSP 
 
 

Integrating Endpoint Central Cloud with ServiceDesk Plus Cloud

Introduction

Endpoint operations place a high priority on IT asset management. Endpoint Central Cloud has robust built in capabilities to stay on top of IT inventory. However, to improve the management practices further and streamline the staffing process of IT asset management, Endpoint Central Cloud integrates itself with various ESM (Enterprise Service Management) tools. With this integration, organizations can have the following benefits:

  1. Real time data to drive procurement
  2. Streamline IT auditing and compliance
  3. Authorized and simplified access to the IT asset data by IT admins and helpdesk technicians 

Endpoint Central Cloud is the unified endpoint management and security solution, which supports management of devices running on Windows, Mac, Linux, Android, iOS, iPadOS, ChromeOS, and tvOS. Endpoint Central Cloud aims at automating IT admins repetitive routine and improving the efficiency of work with it's wide range of features.

ServiceDesk Plus Cloud is the IT Help Desk solution from ManageEngine that helps IT administrators streamline and resolve IT tickets ensuring little to no downtime in business productivity, and in turn driving stability and growth.

Setting up the integrated environment

Users can integrate Endpoint Central Cloud with ServiceDesk Plus Cloud in just few clicks. This one way integration can be enabled from Endpoint Central cloud console. In the product console, navigate to Admin > Integrations > ServiceDesk Plus Cloud > Click 'Enable'. This will activate the integration.

Points to remember:

To activate the integration without any hurdle, make sure

  1. You have enough license to map the endpoints to ServiceDesk Plus cloud
  2. Users activating this integration has admin privileges
  3. User activating this integration is present in ServiceDesk Plus cloud
  4. To set a default instance. Endpoint Central Cloud will integrate with the ServiceDesk Plus Cloud instance which is marked as default.
  5. Default Instance

Note - Perform this step to include mobile devices to your integrated environment. In ServiceDesk Plus cloud console, click gear icon and navigate to Apps & Add-ons > Integrations > ManageEngine Integrations and enable Mobile Device Manager Plus.

Working with Asset Management

The primary functionality of IT Asset Management is to compile and populate the data. With this integrated workflow, the data compiled will be stored in the CMDB. This provides authenticated access to a wider audience to analyze and perform necessary actions. The asset data fetched will be sent to the ServiceDesk Plus cloud during system start-up, post a manual or scheduled scan, when a new software is installed/uninstalled. This data compilation activity takes place:

  1. Manually - IT admins can trigger asset scan when required. This will probe the targeted endpoints for details and populate the data in CMDB through Endpoint Central cloud.
  2. Automatically - IT admins can schedule the asset scan. The scan takes place during the configured time and posts the data in the CMDB.

In addition, IT admins can map asset status to ServiceDesk Plus Cloud. Any asset state change captured in Endpoint Central Cloud will be relayed to ServiceDesk Plus Cloud. For example, when a asset is removed from Endpoint Central Cloud, that specific asset can be marked as 'Disposed' or remove the corresponding asset from ServiceDesk Plus.

The following asset data will be posted:

  • Hardware details of the endpoints
  • Software details of the endpoints
  • Warranty Details
  • User Account Details
  • Driver Details

For more information on this integration, reach out to our support at endpointcentral-support@manageegnine.com