.webp)
Hexnode has launched a bidirectional integration between its UEM platform and ServiceNow Incident Management, aimed at bringing endpoint management tasks into IT service workflows.
The integration connects device and user data from Hexnode with ServiceNow's Configuration Management Database, allowing service teams to view endpoint information within incident records. Administrators can also carry out certain remediation steps from within ServiceNow, with those actions recorded in the Hexnode portal.
In many IT departments, service management and endpoint management sit in separate systems. That split can force support staff to move between consoles to compare ticket data with a device's current state, slowing incident handling and making audit trails harder to follow.
Technicians using ServiceNow can now raise and associate incident tickets with specific devices from within the platform. When an issue is flagged, staff can view details such as device status, owner and assigned user without leaving the incident workflow.
The integration supports remote actions including device lock, app installation, restart and power-off functions for eligible devices. Teams can also clear passcodes, trigger Lost Mode, uninstall applications, scan for installed apps, scan a device or its location, and disenrol a device entirely.
Each action is governed by the device, user and application data shared between the two systems. This is intended to ensure service responses reflect the current state of the endpoint rather than static ticket information.
Workflow change
The announcement reflects a broader effort by software vendors to bring security and operational tools closer together within service desk processes. In practice, the integration allows a technician handling a security-related incident to inspect the device record and take action from the same interface, rather than switching to a separate endpoint console.
The integration also gives Hexnode users a real-time view of current and past ServiceNow incidents linked to a device within the UEM portal, creating a two-way record between the incident management system and the endpoint management platform.
Hexnode positions the product as part of a wider connector ecosystem that already includes identity and service platforms such as Microsoft Entra ID, Okta and Zendesk. The latest move extends that strategy by tying endpoint operations more directly to a service management product widely used by large organisations.
The integration is available through the ServiceNow Store and is limited to customers on Hexnode's Ultra plan. Hexnode is the enterprise software division of Mitsogo and focuses on unified endpoint management and related security products.
Its UEM platform is designed to manage devices across major operating systems from a central console. Hexnode also offers tools for patching, application management, remote monitoring, kiosk deployments, bring-your-own-device environments and rugged device fleets.
Sahad M, Chief Technology Officer at Hexnode, described the company's view of the ServiceNow link in a launch statement.
"Enterprises rely on IT to keep every device and service running seamlessly, and efficient incident resolution plays a vital role in achieving that. Our integration with ServiceNow is a force multiplier for handling device incidents, helping IT agents deliver faster, more effective support. This is a key part of our strategy towards the convergence of ITOps and SecOps, bringing all these functions together in one workflow," said Sahad M, Chief Technology Officer at Hexnode.