Integrating ServiceNow with Microsoft 365 applications for Employee Experience

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Integrating ServiceNow with Microsoft 365 applications for Employee Experience

    This guide outlines the steps to integrate ServiceNow Employee Center with Microsoft 365 applications, enhancing the employee experience by allowing seamless interaction with Microsoft Outlook, Office 365, and Teams. The integration is a crucial upgrade from previous versions of IT Service Management and HR Service Delivery for Microsoft Teams to Microsoft 365.

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    Prerequisites

    • External app install admin permissions on ServiceNow.
    • Installation of IT Service Management for Microsoft 365 or HR Service Delivery for Microsoft 365.

    Integration Process for Pre-Published Apps

    • Upgrade to the latest version of IT Service Management or HR Service Delivery for Microsoft 365.
    • Regenerate and download a new manifest file for Microsoft 365.
    • Upload the manifest file in Microsoft Teams.

    Integration Process for Self-Configured Apps

    • Follow the same upgrade process as above.
    • Authenticate users in Microsoft 365 by updating client IDs in the Microsoft Azure application.
    • Regenerate and download a new manifest file.
    • Upload the manifest file in Microsoft Teams.

    Client IDs

    Ensure the correct client IDs are used for various Microsoft applications to facilitate authentication:

    • Microsoft Teams mobile/desktop: 1fec8e78-bce4-4aaf-ab1b-5451cc387264
    • Microsoft Teams web: 5e3ce6c0-2b1f-4285-8d4b-75ee78787346
    • Microsoft 365 web: 4765445b-32c6-49b0-83e6-1d93765276ca
    • Microsoft 365 desktop: 0ec893e0-5785-4de6-99da-4ed124e5296c
    • Microsoft Outlook desktop: d3590ed6-52b3-4102-aeff-aad2292ab01c
    • Microsoft Outlook web: bc59ab01-8403-45c6-8796-ac3ef710b3e3
    • Microsoft Outlook mobile: 27922004-5251-4030-b22d-91ecd9a37ea4

    Next Steps

    After completing the integration, refer to the relevant guides on generating the manifest file and authenticating users to ensure a smooth setup and operation within your Microsoft 365 environment.

    Set up your ServiceNow Employee Center instance to integrate Microsoft 365 applications.

    Important:

    For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, follow the steps given here.

    The ServiceNow Employee Center integration with Microsoft Teams extends its capability to enable integration with other Microsoft 365 applications, bringing the ServiceNow employee experience to Microsoft Outlook, Microsoft Office 365, and Microsoft Teams together.

    Prerequisites

    Before integrating Employee Center with your Microsoft 365 tenant, ensure that the following prerequisites are met:
    • You have the external app install admin (external_app_install_admin) permissions on ServiceNow.
    • You have installed and deployed one of the following:
      • IT Service Management for Microsoft 365
      • HR Service Delivery for Microsoft 365

      For more information on how to install IT Service Management with Microsoft 365 or HR Service Delivery with Microsoft 365, see Integrating ServiceNow with Microsoft Teams and Microsoft 365.

    Integration process for pre-published apps

    1. Upgrade to IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 by installing the latest IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 plugin.
      Note:
      For more information on activating plugins, see Activate a plugin.
    2. Regenerate and download a new manifest file for Microsoft 365.

      For more information on how to generate and download the manifest file, see Create and download manifest file for Employee Center and Microsoft 365 integration.

    3. Upload manifest file in Microsoft Teams for Microsoft 365.

    Integration process for self-configured apps

    1. Upgrade to IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 by installing the latest IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 plugin.
      Note:
      For more information on activating plugins, see Activate a plugin.
    2. Authenticate users to access Employee Center in Microsoft 365 applications by updating the client IDs in the Microsoft Azure application.
      Table 1. Client IDs
      Application Client ID

      Microsoft Teams mobile/desktop application

      1fec8e78-bce4-4aaf-ab1b-5451cc387264

      Microsoft Teams web application

      5e3ce6c0-2b1f-4285-8d4b-75ee78787346

      Microsoft 365 web application

      4765445b-32c6-49b0-83e6-1d93765276ca

      Microsoft 365 desktop application

      0ec893e0-5785-4de6-99da-4ed124e5296c

      Microsoft Outlook desktop application

      d3590ed6-52b3-4102-aeff-aad2292ab01c

      Microsoft Outlook web application

      bc59ab01-8403-45c6-8796-ac3ef710b3e3

      Microsoft Outlook mobile application

      27922004-5251-4030-b22d-91ecd9a37ea4

      For more information on updating the Microsoft Azure application and authenticating users, see Create Microsoft Azure application and authenticate users to access Employee Center in Microsoft Teams.

    3. Regenerate and download a new manifest file for Microsoft 365.

      For more information on how to generate and download the manifest file, see Create and download manifest file for Employee Center and Microsoft 365 integration.

    4. Upload manifest file in Microsoft Teams for Microsoft 365.