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TeamViewer Expands Its Deep Integration with ServiceNow

TeamViewer®, the global connectivity powerhouse, announced expanded integration with ServiceNow, available in the ServiceNow Store.  Initial integration introduced in 2016 focused on connecting IT staff and employees from within ServiceNow incident reports, now remote support sessions can be initiated from within any ServiceNow task-derived form and offer a wide variety of new analytics options from ad hoc detailed individual incident notes to scheduled company-wide connectivity reports.

Authorized administrators can easily deploy the TeamViewer integration with ServiceNow company-wide in just a few small steps, enabling remote support for all types of managed devices – Android, iOS, macOS and Windows desktop/mobile devices– directly from within the ServiceNow dashboard.   This provides improved collaboration while streamlining work processes between resolver team staff, organizational silos, employees and customers.  Once a service case is initiated, end-users join the remote session at their convenience in one simple click – on the road or in the office – and support or resolver team staff can trouble shoot ServiceNow incidents immediately.


Highlights include:
·         Initiate a support service case directly within ServiceNow Incident, Problem, Service Request, Change Request or any other task-derived form.
·         Share the service case link directly from within ServiceNow with pre-configured email templates.
·         Single-click functionality connects the caller.
·         Gain control remotely of the caller’s device.
·         “Active sessions” view empowers resolver agents to monitor multiple connection requests at once and notifies agents in-browser when end-users come online.
·         On demand reports with connection details and supporters’ notes and automatically-delivered prescheduled company-wide connection reports for support administrators.
·         All remote support sessions are very secure and completely encrypted.

“We have seen great adoption and positive feedback from our joint customers since we launched our first integration with ServiceNow and now with this new release complete, we continue to innovate and bring new functionality to businesses worldwide,” says Alfredo Patron, senior vice president of business development at TeamViewer.  “Our mission is to connect anyone to anything, anywhere at any time.  We are happy to provide our integrated remote connectivity to ServiceNow users.”

To leverage this integration, organizations will need a ServiceNow license and a compatible TeamViewer plan.  For more information, go to https://www.teamviewer.com/en-us/integrations/servicenow/. 

About TeamViewer
As a global connectivity powerhouse, TeamViewer empowers users to connect anything, anywhere, anytime. Its market-leading solutions offer secure remote access, support, control and collaboration capabilities for online endpoints of any kind. By innovating with cutting-edge yet easy-to-deploy Augmented Reality (AR) and Internet of Things (IoT) implementations, the company enables businesses of all sizes to tap into their full digital potential. TeamViewer has been activated on more than 1.7 billion devices and serves at least 40 million concurrent connections at any time. Founded in 2005, the company employs more than 700 people in offices across Germany, the United States, Japan, India and Australia. For more information, go to www.teamviewer.com.

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