ServiceNow has announced the expansion of its partnership with Microsoft to deliver elevated digital experiences that meet employees 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 ServiceNow’s leading digital workflow platform, the Now Platform, the new capabilities also improve agent productivity by enabling them to more effectively collaborate and complete key tasks in Microsoft Teams.
“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.”
The new capabilities announced today include: Employee experiences in Microsoft Teams, Agent capabilities in Microsoft Teams.
The new capabilities are available for select customers as part of the Beta program today.
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.