Integrating ServiceNow with Microsoft 365 applications for Employee Experience

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

    This guide explains how to integrate the ServiceNow Employee Center with Microsoft 365 applications, including Microsoft Teams, Outlook, and Office 365, to enhance the employee experience. The integration extends ServiceNow capabilities across Microsoft 365, providing a unified platform for employee services.

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    Notably, ServiceNow for Microsoft Teams has been upgraded to ServiceNow for Microsoft 365 starting from IT Service Management for Microsoft 365 version 2.6.7 and HR Service Delivery for Microsoft 365 version 3.3.6. Customers using earlier Microsoft Teams capabilities should follow the upgrade steps to enable the broader Microsoft 365 integration.

    Prerequisites

    • You must have the externalappinstalladmin permissions in ServiceNow.
    • One of the following modules must be installed and deployed:
      • IT Service Management for Microsoft 365
      • HR Service Delivery for Microsoft 365

    These modules provide the foundational integration setup required for Microsoft 365 applications.

    Integration Process

    For Pre-published Apps

    • Upgrade to the latest version of IT Service Management for Microsoft 365 or HR Service Delivery for Microsoft 365 by installing the appropriate plugin.
    • Regenerate and download a new Microsoft 365 manifest file from your ServiceNow instance.
    • Upload this manifest file into Microsoft Teams to activate the integration.

    For Self-configured Apps

    • Upgrade to the latest IT Service Management for Microsoft 365 or HR Service Delivery for Microsoft 365 plugin.
    • Update client IDs in your Microsoft Azure application to authenticate users for Employee Center access across Microsoft 365 apps. The client IDs vary by application (e.g., Teams mobile/desktop, Outlook web/desktop, Microsoft 365 web/desktop).
    • Regenerate and download the manifest file as above.
    • Upload the manifest file into Microsoft Teams for Microsoft 365 integration.

    This process ensures proper user authentication and seamless integration across Microsoft 365 applications.

    Manifest File Management

    • The manifest file is essential to make Employee Center available within Microsoft 365 apps.
    • It must be created and downloaded from the ServiceNow instance after plugin upgrades or configuration changes.
    • Uploading the manifest file into Microsoft Teams activates the integration.

    Next Steps

    For detailed instructions on plugin activation, manifest file generation, and Azure application configuration, refer to the respective ServiceNow documentation sections on:

    • Activating plugins
    • Creating and downloading manifest files for Employee Center and Microsoft 365 integration
    • Creating Microsoft Azure applications and authenticating users for Employee Center access

    This structured approach ensures a successful and secure integration of ServiceNow Employee Center with Microsoft 365 applications, improving employee engagement and productivity.

    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.