TeamViewer DEX
Automated self-service for ServiceNow
TeamViewer DEX extends ServiceNow to fulfil requests automatically, helping end users resolve issues independently and accelerate MTTR and FCR capabilitues .
Reduce interruption from minor tickets
High-volume, minor service desk tickets can interrupt work and leave end users waiting.
The challenge
High-volume, minor service desk tickets interrupt everyday work and require employees to wait for manual service desk intervention before they can resume tasks.
The outcome
Help end users resolve known issues independently and get back to work quickly without waiting in service desk queues for basic fixes or routine changes.
Verified capabilities — two distinct ServiceNow routes
Understand how automated execution resolves issues through the Service Catalog and Virtual Agent channels.
ServiceNow Service Catalog Connect
Catalog items can deliver fully automated endpoint outcomes, directly automating routine changes, software installations, and common technical fixes directly on devices.
Endpoint Automation for ServiceNow Virtual Agent
For a known fix, the automated action runs only after the end user explicitly agrees; the Virtual Agent then automatically follows up with the user to confirm complete resolution.
Conceptual workflow
1
Request or known issue in ServiceNow
An employee identifies an issue or submits a common request within the ServiceNow portal.
2
Predefined automated action offered
The system matches the incident to a verified automation routine designed for that endpoint.
3
User agrees
The user reviews the remediation prompt and consents to executing the automated fix on their device.
4
Endpoint fix runs
Targeted resolution scripts or package adjustments run seamlessly on the user endpoint.
5
Virtual Agent confirms resolution
Virtual Agent checks back with the employee to verify that normal operation has resumed.
Key benefits
Streamline service desk demands and deliver faster, self-reliant resolutions across your organization.
Shift left high-volume minor tickets
Empower employees to solve recurring, basic device issues independently at first touch, moving repetitive volume away from tier-1 technicians.
Reduce ticket volume and work disruption
Automate common incident remediation to clear incident queues faster and prevent unnecessary work interruptions during critical business hours.
Avoid waiting to get back to work
Eliminate prolonged ticket triage queues by providing instant endpoint resolution when users agree to a known automated fix.
See automated self-service for ServiceNow in action
Discover how TeamViewer DEX automated self-service accelerates request fulfillment and frees your IT service desk.
TeamViewer Tensor integration with ServiceNow
Tensor integration brings remote support into ServiceNow workflows.
Start support from ServiceNow
Support sessions can be initiated from ServiceNow tickets or workspaces, bringing a remote-support starting point into familiar ticket workflows.
Session logs and AI
The integration includes session logs and AI, providing records associated with support sessions and AI driven automations that can be harnessed within TeamViewer DEX.
Centralize ticket handling
Bringing remote support into ServiceNow supports centralized ticket handling and can help teams manage related work in one service workflow.