SysTrack + ServiceNow

Actionable insights of the digital estate for faster service delivery and improved operations.

Photo of a woman looking at data on a computer monitor.

Superior DEX data 

As service desk teams are challenged with supporting a diverse array of endpoints and users, this complexity often results in long resolution times, difficulty meeting KPIs such as first-contact resolution (FRC) and decreased productivity for both IT staff and employees. Lakeside Software unlocks clarity for your support team. Only SysTrack captures, processes, and analyzes your end users’ digital experience data with industry-leading frequency, granularity, and speed. The result is a holistic picture of devices for quicker and more accurate incident resolution.

Streamline your ITSM and reduce MTTR

Ready-to-use connectors

Unite SysTrack’s automated diagnostics and remediation capabilities with ServiceNow’s workflows. With these connectors, ServiceNow customers can now leverage fine-grained environment data to dramatically improve the service desk’s ability to resolve issues and, in many instances, avoid them proactively.

Assist for ITSM: Endpoint performance, diagnostics, and remediation tools

SysTrack CMDB: Device data to automate and augment your CMDB

Graphic for Assist for ITSM

Assist for ITSM

Dramatically increase service desk efficiency with comprehensive endpoint visibility

Imagine if your IT service desk had an endpoint time machine. If every time an employee created a ticket, support could immediately have access to all the relevant system, network, and application data pertaining to the issue as well as top problems and suggested resolutions.

Lakeside Assist for ITSM, a Lakeside Software integration for ServiceNow, provides historical and real-time IT visibility into the endpoint with suggested steps to quickly identify the root causes and remediate problems. Built on SysTrack’s distributed edge architecture, complex technical data streams are distilled into simple, actionable insights for Level 1 service agents. Assist for ITSM also enables technicians to leverage automation through one-click auto-fixes to rapidly improve the end user’s digital experience.

SysTrack CMDB

Comprehensive digital workplace inventory data automatically ingested

Let SysTrack save your team time by automatically importing system identification and configuration data to the ServiceNow CMDB

The ServiceNow Configuration Management Database is a cloud-based single system of record for infrastructure and service data. The CMDB helps organizations better understand the IT environment in the areas of business service impact analysis, asset management, compliance, and configuration management.

SysTrack enables ServiceNow CMDB customers to know exactly what hardware and software assets exist on each desktop and to track and record any changes to the configuration.

SysTrack CBDM screenshot

Lakeside’s integration for ServiceNow enables service desk operations to run more efficiently by providing the agent intelligence needed to resolve problems proactively without involving the end user. With the addition of Lakeside’s industry-unique sensors within the ServiceNow platform and IBM’s ability to create custom sensors, we can accelerate remote support, improve service quality, and seamlessly remove productivity roadblocks with predictive management

Mark Slaga, General Manager, Digital Workplace Services, IBM

Related Integrations

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