ServiceNow Delivers New Native Workflows in Microsoft Teams to Power the Future of Work
Teams is Microsoft’s fastest-growing business app to date. This was true in 2018, long before lockdowns started driving up numbers for remote work and learning. As of
“We're helping customers solve for once-in-a-generation challenges as they capitalize on the promise of digital transformation,” said Chirantan “CJ” Desai, chief product officer at
“Now more than ever, people need to stay connected and organized together from anywhere,” said
The new capabilities announced today include:
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Employee experiences in Microsoft Teams: Companies want to provide employees with support for whatever tools and devices they choose to use. By embedding
ServiceNow natively within Teams, employees can submit requests, receive updates on in-progress requests, take action on notifications, chat with virtual agents for automated assistance, and connect with live agents when virtual agents cannot assist – all without ever leaving Microsoft Teams.
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Agent capabilities in Microsoft Teams: Agents spend most of their time in ServiceNow IT Service Management but want to more easily leverage the collaboration functionality in Teams to communicate with employees and collaborate with other agents. Now, agents can use Notify to launch the Teams client to engage with peers directly, push major incident updates to business stakeholders, and open direct chats with employees from an incident or request. When used with the new Teams Meeting Extensibility feature,
ServiceNow workflows enable agents to be more productive by resolving major incidents directly from within a Microsoft Teams meeting.
The new capabilities are available for select customers as part of the Beta program today.
“Organizations are relying on collaboration platforms more than ever before. Companies like
Today’s updates come on the heels of the ServiceNow Now Platform Paris release, which features several high-demand Microsoft integrations to help enterprises accelerate their digital transformation journeys. Customers can use these integrations to:
- Optimize hybrid cloud spending and usage with Microsoft Azure support for ServiceNow Cloud Insights,
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Streamline new hire onboarding with
ServiceNow employee experiences and Microsoft Azure Active Directory, and - Gain greater control and visibility into organizational assets with ServiceNow Software Asset Management and Microsoft Azure Active Directory.
Additionally, the ServiceNow Virtual Agent Lite plugin for Microsoft Teams, also released in
Today’s announcement furthers the companies’ partnership announcement from 2019 to accelerate digital transformation for joint customers. Customers are accessing the value of this partnership with more than 25 joint solutions available between Microsoft and
About
© 2020
Use of Forward-‑Looking Statements
This release contains “forward-looking statements” regarding our future expectations, plans and performance. These statements reflect our current beliefs and are based on current information available to us as of the date hereof. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. Factors that may cause actual results to differ materially from those in any forward-looking statements include: (i) our ability to make the new capabilities generally available and (ii) the extent of any changes required to make the new capabilities generally available. Further information on factors that could affect our actual outcomes and results is included in the filings we make with the
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