In this episode of the podcast, Jeff Johnson sits down with Dennis van de Peppel to unpack a custom integration Dennis built between ControlUp and Pure Service, a Norwegian ITSM platform used by ControlUp partners Weddle IT and Software One in the Nordics. Sparked by a partner visit to Oslo (and a language barrier that took some creative troubleshooting to overcome), Dennis used ControlUp's custom integrations and workflow module — no scripting required — to connect Pure Service tickets with real-time ControlUp telemetry through an MCP server, with Claude and Copilot Studio acting as the "man in the middle."

The result: tickets that auto-open when ControlUp detects an issue, get automatically enriched with root-cause analysis, hardware diagnostics, and recommended fixes, and stay updated as conditions change — all with a human still in the loop for any remediation. Dennis walks through a live example (a recurring app freeze on his own PC), showing how natural-language questions to Claude pull merged data from both platforms into a single, ready-to-work ticket, plus a combined dashboard for tracking tickets and events at a glance.

The build took just two days over a weekend, and ControlUp's product team is already turning it into a fully supported integration. The bigger takeaway: this same custom-integration approach means any ControlUp customer can connect the platform to their own ITSM tool and start automating ticket enrichment and remediation — no waiting on a native integration required.

In this episode, we invite Dennis van de Peppel to talk about a workflow integration with Freshworks. This is how Autonomous Endpoint Management (AEM) starts.

Picture this: an end user is having a device issue, and instead of hopping on a remote session, disrupting their workflow, and hoping they're free for a 20-minute call, you simply open a browser tab and see everything you need. Real-time CPU, memory, disk, and network data refreshing every three seconds. A live map of every network connection the device is making. Full access to the file system and registry, no remote control required.

That's the reality Henri Koelewign, Product Manager for Devices at ControlUp, walked through on the latest episode of The Upload. Jeff and Eugenia sat down with Henri for a hands-on look at Live Remote Management (LRM), the newest capability in ControlUp, and came away genuinely impressed by how much visibility and control it puts in IT's hands, without ever interrupting the end user.

From spotting suspicious DLLs and flagging unauthorized international connections on the map view, to downloading logs and pushing configuration changes directly through the browser, LRM turns troubleshooting from a guessing game into a precise, non-disruptive process. Henri also gave a preview of what's coming next, including expanded service management capabilities.

If you've ever wished you could see exactly what's happening on a device without taking it over, this episode is worth your time. Here's what Jeff, Eugenia, and Henri covered.