Get and Install Assist for ITSM

We produce two applications, which you can find on the ServiceNow Store. Just search for Lakeside, and you’ll find Assist for ITSM and SysTrack Asset Optimization.

Assist for ITSM is focused on augmenting the ticket process—bringing real‑time information into a ticket, allowing the service desk to run remediations on devices, and improving both the end‑user digital experience and the service desk workflow.

SysTrack Asset Optimization is a connector that typically runs on a schedule. It queries SysTrack for device information and uses that data to keep your CMDB up to date.

Both applications are straightforward to install. Your ServiceNow admin can go to the Store, download the app, and install it. After installation, some configuration is required.

You need to define the SysTrack type—cloud or on‑premise—and provide the SysTrack master name.

• For cloud, this is the cloud URL such as cloud.lakesidesoftware.com (without the https://).

• For on‑premise, it is simply the name of your SysTrack server.

For on‑premise environments, you may also define a MID server, which ServiceNow will use to send requests to SysTrack. ServiceNow sends calls to the MID server, and the MID server passes them to the on‑premise SysTrack server—standard ServiceNow behavior.

For on‑premise deployments, you also need a username and password, typically an admin account with access to the SysTrack API.

For cloud deployments, you need a few additional items. You still need a username and password, but this is a SysTrack API account created in the cloud tenant admin, not the same as on‑premise. You also need a cloud identifier—a GUID that identifies the Azure environment where your SysTrack tenant is hosted. This identifier is required for B2C authentication. Instead of guessing the GUID, you can contact Lakeside technical support or your customer success team to obtain the correct cloud client identifier.