Workspace ONE

Solution created by VMware

Integration with TOPdesk enhances organizational efficiency by automating asset and incident management through Workspace ONE Intelligence. Automatically populate the CMDB with device data upon enrollment into Workspace ONE, or proactively raise tickets for device errors before end users are impacted, ensuring swift resolution.

Price Free
Hosting availability SaaS, Classic on-premises
Consultancy Optional
Available languages English
Region availability Worldwide
https://techzone.vmware.com/resource/what-workspace-one
KI 17328

Description

Workspace ONE offers a complete digital Workspace to enable employees to work securely from any location and any device.
More than just Mobile Device Management, it takes care of applications, access, insights, automations and integrates with third parties.
This integrates brilliantly with TOPdesk by allowing the automatic creation of Incidents and Assets.
Here are a couple of examples on how this can help your organization:

Benefits integration:
Integrating TOPdesk with Workspace ONE ensures preventive and proactive action for all incidents.
Automatic incident creation also gives a complete view and control of the experience of the end user – no more issues, without IT knowing about it.

  • Handing out new devices will be made easier as IT administrators will no longer have to enter CMDB fields manually.
  • Employee experience will be increased as issues are spotted early and are possibly resolved before the know.
  • Receiving notifications, asking if the require assistance is a great way of reaching out to the end user.

Explanation integration:
Workspace ONE sets up an API connection to TOPdesk and the configured actions will be sent based on actions.
This is done in our FreeStyle Orchestrator where we look for specific situations to take actions automatically, manually or on a schedule.
UEM device data is sent to Workspace ONE Intelligence, these fields can be used to populate actions sent to TOPdesk.

  • Automatically raise an incident in TOPdesk with employees e-mail address, device name and other variables available in Workspace ONE.
    An example could be to automatically raise a ticket when a device is compromised or defective.
    This means that automatic actions can be taken before the user is aware of the issue, securing a device, notifying the end user and raising a ticket for the servicedesk.
  • Optimize end user experience by sending surveys based on data (app usage, newly enrolled device, apparent issues) asking if the end user needs assistance. If answered yes, an incident is created a contact request.
  • The automatic creation of assets in the Configuration Management Database (CMDB).
    This saves IT loads of time by automatically entering the device into the CMDB when enrolled into Workspace ONE.
    Also this means the CMDB will be up to date with all the latest available information.
  • Automatic incident creation also gives a complete view and control of the experience of the end user – no more issues, without IT knowing about it.
    Handing out new devices will be made easier as IT administrators will no longer have to enter CMDB fields manually.
    Employee experience will be increased as issues are spotted early and are possibly resolved before the know.
    Receiving notifications, asking if they require assistance is a great way of reaching out to the end user.

Video’s:

Creation of incident’s in TOPdesk

 

 

Creation of assets in TOPdesk

 

Screenshots:

Which TOPdesk modules are needed:
Asset management, Incident management, Change management.

Pricing details:
Sold by: Partner
Pricing integration: Workspace ONE Intelligence requires licensing, the integration with TOPdesk is free of charge.

Support details:
Questions for Partner Management: please send an email to partners@topdesk.com
Contact person partner:
Sander Noordijk, sander.noordijk@broadcom.com

Required TOPdesk version:
Abonnement type: Essential, Engaged, Excellent

Types of Hosting: Saas, Classic on-premise

Consultancy:
It does require knowledge of Workspace ONE Intelligence, API’s and TOPdesk.

Partner consultancy:
Partner consultancy is not required as full documentation is available, however it is advised (estimation one to two days).
All the steps necessary has been documented on TechZone: https://techzone.vmware.com/resource/integrating-topdesk-itsm-workspace-one-intelligence

TOPdesk consultancy:
This integration requires advanced use of Action Sequences. If you have experience with this, go ahead, otherwise we recommend hiring 1/2 day TOPdesk consultancy for this.