Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

ServiceNow delivers new native workflows in Microsoft Teams to create the future of work


ServiceNow and Microsoft logos


Today we announced the expansion of our partnership with Microsoft to deliver elevated digital employee experiences that meet people where they are. At Microsoft Ignite 2020, ServiceNow introduced new workflows embedded in Microsoft Teams to improve employee productivity with seamless self-service and faster case resolution. Powered by the Now Platform, the new capabilities also improve agent productivity by enabling them to more effectively collaborate and complete key tasks in Microsoft Teams. 

Teams is Microsoft’s fastest-growing business app ever. That was true in 2018, long before lockdowns started driving up numbers for remote work and learning. As of April 29, Microsoft Teams had 75 million daily active users, up 70% from just six weeks prior. That month, Microsoft saw more than 200 million meeting participants in a single day, generating more than 4.1 billion meeting minutes. 

“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 ServiceNow. “We are doubling down on Teams to find innovative ways for workflows to elevate engagement, culture, collaboration, and productivity – no matter where people are.”

“Now more than ever, people need to stay connected and organized together from anywhere,” said Rajesh Jha, executive vice president, Experiences and Devices, Microsoft. “ServiceNow is delivering end-to-end Teams experiences for the new normal. For example, meeting extensibility lets service agents more easily interact with the ServiceNow platform, collaborate in group chats, channels, and conferences, and respond to incidents.”

The new capabilities announced today include: 

  • 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. 

  • 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 ServiceNow are creating tools that complement and enhance the Microsoft Teams experience. Accenture is eager to test and deploy this new offering,” said Thomas Bruss, director of Enterprise Services at Accenture.
 

We're helping customers solve for once-in-a-generation challenges as they capitalize on the promise of digital transformation, quote by CJ Desai, Chief Product Officer at ServiceNow


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,

  • 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 Paris, offers a limited version of Virtual Agent for IT Service Management standard customers. It launched with three prebuilt conversations for common IT support requests. These keyword-based conversations run in the web chat client and in a virtual agent messaging integration with Microsoft Teams.  

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 ServiceNow today. The companies have committed to continued ServiceNow-Teams innovation to enable richer employee experiences from anywhere, at scale.


© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 

Topics

Featured

  • Today, we’re pleased to announce enhancements to our Safe Workplace suite, including a new Health and Safety Testing app. 
    Business Impact
    ServiceNow adds Health and Safety Testing app to Safe Workplace suite
    10-15-2020 Today, we’re pleased to announce enhancements to our Safe Workplace suite, including a new Health and Safety Testing app. 
  • Today, we’re pleased to announce a new partnership with IBM
    Business Impact
    IT just got smarter 
    10-15-2020  Every company in the world needs to reduce risk and uncertainty in its IT operations, ITOM. The best way to do that is by combining AI and digital workflows.
  • ServiceNow has been recognized as a Magic Quadrant Leader in ITSM Tools and has been placed furthest in completeness of Vision and highest in Ability to Execute in the 2020 Gartner Magic Quadrant for ITSM Tools. We are humbled by
    Business Impact
    For the 7th year in a row, ServiceNow is named a Leader in the Gartner Magic Quadrant for IT Service Management Tools
    10-14-2020 ServiceNow has been recognized as a Magic Quadrant Leader in ITSM Tools and has been placed furthest in completeness of Vision and highest in Ability to Execute in the 2020 Gartner Magic Quadrant for ITSM Tools. We are humbled by
  • ServiceNow Announces New DevOps Integrations to Speed Up Application Delivery 
    10-14-2020 As the world shifts to remote work, developers are continually adopting modern DevOps best practices to increase application delivery velocity and quality in order to stay nimble.

Trends & Research

DevOps comes to the enterprise
How to harmonize dev and ops
How well do you know your Gen Zs?

Year