Providing out of the box integration with the two most popular IT Service Management (ITSM) solutions, BMC Remedy and ServiceNow, App Portal 2015 adds value to the IT service catalog by automating IT governance, verifying license availability, and orchestrating software deployment to all end user’s devices. Working together an enterprise app store and an IT Service Catalog will increase control and speed delivery of digital IT services.
Using a configurable App Portal and ITSM combined workflow, enterprises provide a transparent, friendly, personalized user experience while maintaining proper controls and governance over valuable enterprise software. The app store knows what devices are used and shows only apps for their registered devices, along with any cost or licensing requirements. Through this integration, App Portal reduces employee frustration with long response times and provides a single place – the IT Service Catalog – to obtain the applications they need with minimal IT involvement. Once an employee selects what she needs and completes the checkout process, the only manual intervention required is a few clicks for the manager to approve the request. Then App Portal’s integration with both client management and mobile device management systems ensures immediate delivery of the right app to the right device.
When running an app store, customer service is critical, and App Portal enables proactive support of issues that may arise during application installation, automatically triggering the creation and updating of service desk incidents and eliminating the need for employees to open incidents themselves. It monitors all steps in the deployment request and automatically updates the incident if there is an error or if the installation does not complete. The menu driven integration keeps service desk incidents in sync with actions performed in App Portal. IT can even select which actions, such as requests, approvals, and installation status – trigger incident updates to ensure app store actions are documented in the IT system of record.
“Service Catalogs offered by vendors like BMC and ServiceNow are powerful, and App Portal helps ensure their value by automating application license verification and deployment,” said Maureen Polte, VP of Product Management at Flexera. “App Portal delivers critical IT governance over app requests, and triggers back-end processes like approvals, license checks, and service desk updates to ensure swift and efficient fulfillment of requests – without exposing the enterprise to risk or employees to licensing complexity.”
To learn more or to get a demonstration of IT Service Catalog Integration, contact a Flexera representative.