Unified Endpoint Management is an umbrella approach for managing all the endpoint devices such as desktops, laptops, smartphones, or virtual machines within an organization from a central location. A UEM tool accelerates daily IT administrative tasks related to the endpoint devices managed by the organization.
Currently, ServiceDesk Plus focuses on endpoint management by integrating with ManageEngine products such as Endpoint Central and Mobile Device Manager Plus.
Endpoint Central is a web-based Windows Server and Endpoint Management Software that helps in managing servers, laptops, desktops, smartphones, and tablets from a single location. It augments the traditional desktop management service by automating tasks and allowing users to customize operations, based on their organization needs.
Benefits of Endpoint Central integration with ServiceDesk Plus:
You can integrate Endpoint Central with ServiceDesk Plus to automate regular desktop management activities like installing software, patches, and service packs in the windows workstations and servers available in your network. You can also execute scripts for a user or workstation.
Apart from providing technicians with the privilege to perform Endpoint Central operations, you can enable Endpoint Central Actions in ServiceDesk Plus and edit each action to associate it with templates and roles.
You can also enable Endpoint Central Actions under Template Actions in the workflow tab of service request templates. You can trigger the selected actions under Custom Actions menu in the request details page to perform regular desktop management activities from ServiceDesk Plus.
List of actions available in ServiceDesk Plus on integrating with Endpoint Central:
A quick video on the integration:
Mobile Device Manager (MDM) Plus is a one-stop solution to track, manage and secure your mobile devices smartphone, tablets,or laptops. It enables IT admins to secure mobile devices that contain access sensitive business data by storing essential information about the devices, deciding which apps can be present on the devices, locating devices, and securing devices if lost or stolen.
Benefits of integrating Mobile Device Manager with ServiceDesk Plus:
Pre-requisites:
Certain alerts provided by Mobile Device Manager Plus can be automatically logged in as requests in ServiceDesk Plus. Currently, Mobile Device Manager Plus supports logging alerts regarding block listed apps as requests. This provides details regarding the block listed apps and the devices containing such apps in the organization to the IT administrators, in a centralized helpdesk portal.
By integrating Mobile Device Manager Plus with ServiceDesk Plus, administrators can avail access to devices managed in Mobile Device Manager Plus from ServiceDesk Plus. The devices synced from Mobile Manager Plus will be present under Assets tab in ServiceDesk Plus. You can view their details and manage them from this tab. Any changes performed on the asset will also be reflected in Mobile Device Manager Plus.
While configuring the integration in ServiceDesk Plus, you can associate Mobile Device Manager Plus Actions with request templates and roles.
You can also enable Desktop Central Actions under Template Actions in the workflow tab of service request templates. When a request is created with the template, the enabled actions will be displayed under the Custom Actions menu.
List of actions that can be performed on a device via ServiceDesk Plus requests:
In the event of device loss, the user can raise a request in ServiceDesk Plus. From the request details page, the technician can trigger Locate Device action to identify the geographical location of the device. After the device is located, you can perform actions such as locking the device or triggering an alarm remotely.
In the event the device is untraceable, you can trigger a memory wipe to prevent data loss.
You can locate devices on Maps and perform actions from the device details pop-up.
List of actions that can be performed on a located device via ServiceDesk Plus requests:
After configuring integration from Mobile Device Manager Plus, you can completely integrate the UI of both ServiceDesk Plus and Mobile Device Manager Plus. This is allow the help desk technician to perform device management tasks such as associating profiles or distributing apps to devices, right from the ServiceDesk Plus console.
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Desktop Central - ServiceDesk Plus Documentation Resources:
Mobile Device Manager - ServiceDesk Plus Documentation Resources: Further Reading: |