ServiceNow for Microsoft Teams and Microsoft 365

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of ServiceNow for Microsoft Teams and Microsoft 365

    ServiceNow integrates with Microsoft Teams and Microsoft 365 to enhance employee and agent productivity by enabling seamless self-service and faster case resolution. These integrations provide employees with easy access to ServiceNow services directly within Microsoft collaboration tools, improving overall user experience and operational efficiency.

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    Starting from specific versions of IT Service Management and HR Service Delivery for Microsoft 365, the ServiceNow for Microsoft Teams capability has been upgraded and consolidated under ServiceNow for Microsoft 365. This upgrade expands access to Employee Center and Virtual Agent across Microsoft Teams, Outlook, and the Microsoft 365 app.

    Key Features

    • Employee Experience Enhancements:
      • Embedded Employee Center in Microsoft Teams, Outlook, and Microsoft 365 app for unified portal access.
      • Actionable notifications and direct interaction with ServiceNow Virtual Agent within Microsoft collaboration tools.
    • Virtual Agent Integration:
      • Supports full Virtual Agent capabilities including conversation design, notifications, and AI search results.
      • Enables employees to request services and receive assistance directly inside Microsoft Teams.
    • Agent Experience Enhancements:
      • Major Incident Management workbench integration with Microsoft Teams for incident handling.
      • Ability for agents to start Teams chats from tickets and import chat transcripts into ServiceNow records.
      • Notify connector and Meeting Extensions enhance communication and collaboration around incidents.
    • Government Cloud Support:
      • Support for Government Community Cloud - High (GCC-H) and US Department of Defense (DoD) environments.
      • Installation of Employee Center, Virtual Agent, and request-based chat tailored for these secure environments.
    • Custom and Universal Request Integrations:
      • Ability to build custom integrations using Microsoft Teams Graph spoke and Communications spoke.
      • Universal Request integration allows employees to create requests via Virtual Agent in Microsoft Teams.

    Practical Benefits for ServiceNow Customers

    • Employees gain seamless access to ServiceNow services without leaving Microsoft collaboration tools, improving convenience and response times.
    • Agents can manage incidents and communicate more effectively within Teams, accelerating resolution and documentation.
    • Organizations operating in regulated environments can leverage secure integrations tailored for GCC-H and DoD.
    • Customers can extend and customize integrations to fit unique business workflows using Microsoft Teams APIs and ServiceNow capabilities.

    Implementation and Next Steps

    ServiceNow customers should refer to specific implementation guides for:

    • IT Service Management and HR Service Delivery integration with Microsoft Teams and Microsoft 365.
    • Enabling Virtual Agent in Microsoft Teams.
    • Configuring Major Incident Management, Notify connector, and Meeting Extensions.
    • Deploying Employee Center and Virtual Agent for Government cloud environments.
    • Building custom integrations using Microsoft Teams Graph and Communications spokes.
    • Implementing Universal Request integration for streamlined service requests.

    These integrations empower enterprises to create a connected, efficient, and user-friendly service experience leveraging their existing Microsoft collaboration platforms.

    The ServiceNow integrations with Microsoft Teams and Microsoft 365 help you to create a better, more connected experience for your users. It drives productivity for the entire enterprise because employees get seamless self-service and agents can resolve their cases faster.

    Important:

    For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see Integrating ServiceNow with Microsoft 365 applications for Employee Experience.

    ServiceNow for Microsoft Teams extends the Now Virtual Agent (VA) integration with Microsoft Teams to enable employees effectively request and receive service from within Microsoft Teams.

    ServiceNow for Microsoft 365

    With ServiceNow for Microsoft 365, Employee Center is available in Microsoft Outlook and the Microsoft 365 app, in addition to Microsoft Teams.

    Table 1. Features of ServiceNow for Microsoft 365
    Objective Requirements Capabilities included

    Enhance Employee Experience by integrating ServiceNow with Microsoft Teams and Microsoft 365
    • IT Service Management Pro, or
    • IT Service Management Standard

    To implement IT Service Management integration with Microsoft Teams, see IT Service Management integration with Microsoft Teams and Microsoft 365.
    • Enables employees to view and take action on actionable notifications.
    • Access all Virtual Agent capabilities directly via Microsoft Teams.
    • Embed Employee Center within Microsoft Teams. Employees can access the portal by staying within Microsoft Teams.
    HR Service Delivery Pro for full Virtual Agent

    To implement HR Service Delivery integration with Microsoft Teams, see HR Service Delivery integration with Microsoft Teams and Microsoft 365.
    • Enable employees to view and take action on actionable notifications.
    • Access all Virtual Agent capabilities directly via Microsoft Teams.
    • Embed Employee Center within Microsoft Teams. Employees can access the portal by staying within Microsoft Teams.

    For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see Integrating ServiceNow with Microsoft 365 applications for Employee Experience.

    		 Provides users with direct access to Employee Center in Microsoft Teams, Outlook, and Microsoft 365.
    Note:
    These steps are available only for Employee Experience with the following:
    • IT Service Management for Microsoft 365
    • HR Service Delivery for Microsoft 365

    ServiceNow for Microsoft Teams

    ServiceNow for Microsoft Teams integration offers the following integrations for various use cases.
    Table 2. Features of ServiceNow for Microsoft Teams
    Objective Requirements Capabilities included
    Use ServiceNow Virtual Agent with Microsoft Teams
    • IT Service Management Pro, or
    • IT Service Management Standard, or
    • HR Service Delivery Pro for full Virtual Agent

    To implement ServiceNow Virtual Agent with Microsoft Teams, see Conversational Integration with Microsoft Teams.
    • Enable ServiceNow Virtual Agent on Microsoft Teams.
    • Supports Virtual Agent features, such as Virtual Agent designer controls for creating conversations, notifications, and AI search results.
    Enhance Agent Experience by integrating Major incident Management workbench with Microsoft Teams
    • Notify plugin
    • Major Incident Management
    • Chat to Call

    To implement the Notify connector for Microsoft Teams, see Notify connector for Microsoft Teams.

    To implement Meeting Extensions with Microsoft Teams, see Meeting Extensions for Microsoft Teams.
    • Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then import the chat transcript back to the ticket as a comment.
    • Enables agents to work and manage the major incidents from the Major Incident Management (MIM) workbench through Microsoft Teams.
    Enhance Employee and Agent experience by integrating ServiceNow with Microsoft Teams for Government Community Cloud - High (GCC-H) and US Department of Defense (DoD)

    To integrate ServiceNow with Microsoft Teams for Government Community Cloud - High (GCC-H) or US Department of Defense (DoD), see Integrating ServiceNow with Microsoft Teams for GCC-H or DoD.
    • Provides users the ability to install Employee Center with Microsoft Teams for GCC-H or DoD.
    • Install Employee Center and Virtual Agent with Microsoft Teams for GCC-H or DoD.
    • Install request-based chat with Microsoft Teams for GCC-H or DoD.
    Build Custom integrations For more information, see Microsoft Teams Graph spoke, and Microsoft Teams Communications spoke.

    Create custom integrations using Microsoft Teams Graph spoke and Microsoft Teams Communications Spoke.
    Universal Request integrations Universal Request

    To implement Universal Request integration with Microsoft Teams, see Universal Request integration with Microsoft Teams.

    		 Enables employees to create universal requests directly from Microsoft Teams, via ServiceNow Virtual Agent.