ServiceNow enables better experiences with new unified agent solution


Enhance remote employee experiences with ServiceNow Agent Client Collector.

As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made it difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.

To solve for this challenge, generate cost savings, and help ensure quick resolution to employee requests, even while remote, ServiceNow today unveiled Agent Client Collector (ACC). ACC is a unified agent solution that gives teams the ability to capture and monitor data—as well as meet visibility requirements—across software, hardware, and cloud infrastructure.

Whereas traditional agents focus on the collection of diagnostic information, ACC goes far beyond that. It allows service and operations teams to automate incident resolution and proactively identify and help prevent service disruptions.

For example, a remote employee experiencing IT issues can open an interactive chatbot that connects to a live agent experience. The help desk agent can then use the Live Asset view feature to visualize end-user asset data and collect diagnostic information—without the need to implement remote desktop software. It creates a frictionless employee experience, regardless of where employees choose to work.

ServiceNow Agent Client Collector (ACC)


Powering a nimbler, more resilient enterprise

According to IDC, 75% of Global 2000 IT organizations will adopt automated operations practices by 2023 to transform their IT workforce to support unprecedented scale.1

ServiceNow brings together one unified platform, one data model, and now, with the introduction of ACC, one agent to make work flow more seamlessly for IT while modernizing systems and automating processes for employees.

Harnessing the power of the Now Platform®, ACC can support various products across IT Operations Management (ITOM), IT Service Management (ITSM), Hardware Asset Management (HAM), Software Asset Management (SAM), and Security Operations (SecOps).

Specifically, ACC improves the employee experience and enhances operational resilience by not only collecting diagnostic information, but also automating incident resolution—proactively identifying and helping to prevent service disruptions before they detract from the employee experience. Key features include:

  • Policy-driven monitoring of applications and endpoints reduces dependency on standalone monitoring tools to optimize costs and cut down tool redundancy.

  • Live Asset View provides real-time visibility of an endpoint’s configuration and performance data within an agent’s workspace to assist with troubleshooting.

  • Automation Playbooks for Service and Operations Teams (ITSM and ITOM) empower agents to automate incident resolution to improve the employee experience, while operations teams can manage and run a more resilient business by proactively monitoring problems from on-premises and cloud infrastructure.


IT budgets are also under more pressure than ever in today’s economy. ACC’s collection of employee software and hardware data helps optimize operational expenses and investments—freeing budgets so that enterprises can invest in other important priorities. Key features include:

  • Automation Playbooks for Hardware Asset Management (HAM) collect hardware asset attributes and performance data to make better informed investment decisions.

  • Automation Playbooks for Software Asset Management (SAM) collect software inventory and usage data to optimize software license compliance and spend.


Ultimately, ACC will increase IT efficiency with a unified agent that helps reduce incident duration and frequency. This allows employees to focus on being productive while providing IT teams with better data to optimize their hardware and software spend. That’s making work, work better for people.

ACC is available today, complementing ServiceNow’s existing agentless technology. Learn more about ACC.

1 IDC. (October 2020). IDC FutureScape: Worldwide Future of Digital Infrastructure 2021 Predictions. Doc #US46470820.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Topics

  • Customer support: woman working on a laptop
    Now on Now
    Q&A: Transforming customer support to elevate the customer experience
    Find out how ServiceNow Impact affects the customer service and support experience—the first line of defense for customers to get help with their issues.
  • Incident response: reducing downtime for SREs
    IT Management
    Lightstep Incident Response: Helping teams reduce downtime
    Lightstep Incident Response unlocks speed, agility, and productivity to help engineers and software-powered businesses reduce downtime. Learn more.
  • ServiceNow and HBCU Connect Hackathon first place winner: Unite Now
    Application Development
    HBCU Connect Hackathon winners: The next generation of app developers
    We’ve seen app developers and technology tackle the toughest of challenges. With more to be done, we held the first HBCU Connect Hackathon. Meet the winners.

Trends & Research

  • ServiceNow is a Leader in the Forrester Wave: Digital Process Automation, Q4 2021.
    AI and Automation
    ServiceNow recognized as a Leader in Digital Process Automation
  • ServiceNow is a Leader in the Forrester Wave: Enterprise Service Management, Q4 2021.
    Employee Experience
    ServiceNow named a Leader in Enterprise Service Management
  • Supporting hybrid work: A woman looks at a phone while writing in a notebook.
    Employee Experience
    ServiceNow a Strategic Leader in the 2021 Fosway 9-Grid™ for Cloud HR

Year