Microsoft’s February Intune service release includes several new upgrades designed to help organizations manage endpoint devices and improve user experiences, including an integration with ServiceNow and new reporting features to help IT professionals identify and fix issues.
According to a Microsoft Tech Community blog, the February update released last week includes an integration between Intune and ServiceNow designed to help helpdesk admins troubleshoot endpoint issues and understand user incidents and trends over time.
Previously, help desk agents and escalation engineers had to use several consoles and reports, which included disconnecting from Intune troubleshooting information to view issues by user. This new capability allows help desk operators to view ServiceNow incidents directly from the Troubleshooting pane in the Intune admin center, Microsoft says, helping to streamlines help desk operations with consolidated user information in a single troubleshooting experience.
This integration is designed to help agents more easily identify trends and particular pain points, and provide more complete support to users. This also helps helpdesk staff to drill into incident details for additional debugging, troubleshooting or incident resolution rom a native ServiceNow experience, Microsoft says.
The capability, which was launched earlier this month and will soon be generally available, will be part of the Microsoft Intune Suite. The integration will be available for Microsoft 365 Government Community Cloud High around April.
New Microsoft Intune capabilities also include improvements to reports for devices without compliance policy. According to Microsoft, operational reports are designed to surface data often used by helpdesk or IT professionals to identify problems and help remediate issues.
The company is improving reports for devices without a compliance policy, offering better functionality and visibility for admins who determine whether devices without a compliance policy should be marked as non-compliant, which Microsoft recommends for being secure by default.
“The new version is visually more consistent with other recently refreshed reports, is designed to scale better in larger environments, and eliminates timeouts,” Microsoft says. “The latest version also includes features such as filtering, column sorting, and advanced search.”
According to Microsoft, the report consolidates and shows:
- Operating system (OS) and ownership filters
- Message showing current value of Mark devices with no compliance policy assigned as setting, and a link to the modify this setting
- Sortable columns (all of them, not just Device name)
- New OS and OS version columns
Both the original and new versions of the report are available to give users time to adjust to the new location, but the original report will be retired in march. The company is planning more improvements to the reporting experience over the next few months.
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