Today, Tanium and Salesforce announced the availability of IT Service Center, a new offering available as part of Salesforce’s Work.com.
IT Service Center provides comprehensive, real-time data about network endpoint devices, making it far easier for IT teams to monitor, manage and safeguard employee computers, no matter where they are.
Built with key capabilities from Tanium’s industry-leading endpoint management and security platform, IT Service Center is a suite of solutions to help organizations build trust and resilience, meet new workplace challenges, and get back to growth.
Critically, IT Service Center reduces the number of tools and portals both IT service desk agents and employees have to use to resolve computer issues, helping boost IT and workforce productivity while reducing frustrations and improving the employee experience.
And with real-time endpoint data coupled with artificial intelligence (AI) and automation technologies, IT Service Center can proactively resolve incidents before they are logged, bringing even greater efficiencies to IT help desks and productivity to employees.
“By applying real-time data, automation and the power of the cloud to service desk operations, Salesforce and Tanium are bringing all the benefits of digital transformation to a critical and often overlooked IT function,” says Jim Alkove, Chief Trust Officer for Salesforce.
Delivering IT services in a work-from-anywhere world
Endpoint management has always been part of the IT service desk’s core mission to support employee productivity. That mission became more challenging when businesses and governments switched to a work-from-home model during the pandemic.
Suddenly, most people were logging in from remote endpoints, often on personal devices and connecting over Wi-Fi networks that had few, if any, security controls.
Now, working remotely is a way of life for both employees and businesses. More than 65 percent of companies expect some, or all, of their workforce to remain remote indefinitely, according to a recent survey from Tanium and PSB Insights.
But traditional endpoint management tools were not designed for today’s dynamic, distributed networks. The biggest issue? Data.
Most endpoint tools lack visibility or the status of the devices connected to a company’s network, especially ones not linked by a VPN. Tanium has found that organizations typically lack meaningful data on as much as 20 percent of their employee devices.
“You can’t control what you don’t know about,” says Jake Varghese, general manager of service management at Tanium. “No company would overlook 20 percent of its workforce. But too many service desk tools do just that for employee devices. With IT Service Center, we’re giving IT organizations the real-time visibility and comprehensive control over endpoints they need to support all their employees, wherever they work.”
Critically, IT Service Center also reduces the common burden of using ad hoc collections of tools that force agents to “swivel chair” from one tool to another when trying to update devices, troubleshoot issues, or generate reports on the health and security of endpoints.
Delivering the data and automation that service desks need
IT Service Center helps IT teams deliver modern employee experiences, offering unparalleled visibility and control across devices and channels, with AI-powered productivity capabilities and real-time endpoint data for faster issue resolution.
With IT Service Center, IT service teams can:
- Reliably manage IT assets, helping to ensure that employee devices are secure, patched, updated and compliant
- Proactively remediate incidents, detecting and resolving problems before they interrupt work
- Manage remote endpoints continuously without requiring VPN access
- Discover and manage endpoints in use, including endpoints overlooked by other service desk tools
- Help ensure the security of employee endpoints
- Help IT leaders make decisions using real-time, accurate and comprehensive endpoint data
- Automate service desk tasks using the power of Salesforce Einstein AI
- Improve productivity for employees and help desk engineers
“With our partner Tanium and IT Service Center, we’re safeguarding the health and security of employee endpoints, delivering better working experiences for employees while protecting the enterprise from digital threats,” Alkove says. “Together, Salesforce and Tanium are giving IT organizations the comprehensive endpoint visibility and control they need for supporting their employees in this work-from-anywhere era.”
To learn more about how IT Service Center helps companies support their highly distributed workforces, watch this video with Tanium’s Jake Varghese: