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Integrate Endpoint Central Cloud with ServiceDesk Plus Cloud

Table of contents

  1. What is ServiceDesk Plus Integration?
  2. How to configure this integration?
  3. How to manage IT assets with this integration?

What is ServiceDesk Plus Integration?

Endpoint Central allows IT administrators to collaborate with their organization's helpdesk technicians using this integration. Endpoint Central features helpdesk integration to break the siloed approach in managing IT assets and streamlines the staffing process in managing IT assets and resolving tickets/requests from their end-users. This approach provides a centralized approach to handle IT assets and provides greater visibility into their IT network. Businesses can fuel their data-driven approach by configuring this integration.

How to configure this integration?

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:

  • Ensure you have sufficient license to map endpoints to your ServiceDesk Plus Cloud instance.
  • The user/technician configuring this operation must have administrator privilege.
  • The user/technician configuring this operation must be available in both Endpoint Central Cloud and ServiceDesk Plus Cloud instance.
  • Configure default instance in your ServiceDesk Plus Cloud setup in order to integrate Endpoint Central Cloud with required ServiceDesk Plus Cloud instance.

Integrating

Note:To manage mobile devices using this integration, perform this step. Navigate to ServiceDesk Plus cloud console, click gear icon and navigate to Apps & Add-ons > Integrations > ManageEngine Integrations and enable Mobile Device Manager Plus.

How to manage IT assets with this integration?

This integration aims at providing a better visibility into IT and perform informed actions with the data gathered. This setup pulls data from the IT assets and stores them in a CMDB, which can be accessed by authorized personnel. This integrated workflow allows easy compilation of data and accessibility, since both helpdesk technicians and IT technicians work on the same platform. The data collection and compilation takes place during the following events:

  • Manual Asset Scan:When an IT administrator triggers an asset scan manually, the details are collected from the endpoints and updated in Endpoint Central server and ServiceDesk Plus server.
  • Scheduled Asset Scan:The asset scan takes place during the scheduled time. During every schedule, the data is posted to the CMDB through Endpoint Central server.

 

The following data will be collected during asset scan and posted in the CMDB

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

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