ServiceNow Microsoft Teams – Blameless Expands Integrations With ServiceNow and Microsoft Teams
ServiceNow Microsoft Teams is a powerful collaborative app that allows employees to communicate and collaborate within the same platform. It’s a perfect solution for organizations looking to streamline employee service desks and improve user satisfaction.
The ServiceNow integrations in Microsoft Teams help agents resolve incidents more efficiently and effectively. They also increase employee productivity and satisfaction.
Integrating with ServiceNow
ServiceNow Microsoft Teams is a popular collaboration app that brings together chats, meetings, notes, people and tools into one place. It’s accessible from anywhere and works with any device.
Embedding workflows within this vast collaborative space can help teams like IT and HR continue to use ServiceNow while also collaborating to resolve issues directly in Teams. Levi’s has already implemented this and is seeing a significant impact on their employee satisfaction rate with this new integration.
Users can open, update, and close tickets in Microsoft Teams. This makes it a much easier and more user-friendly option than having the user access an internal page through VPN, login and open a ticket.
By embedding the ServiceNow Virtual Agent in Teams, Levi’s is able to fasten their workflow for handling requests worldwide. This allows employees to quickly request services and get them answered, boosting agent productivity and ensuring customer satisfaction.
Getting Started
In this modern digital world, every business is trying to find a balance of innovation, efficiency and ROI. And amongst the cloud solutions vying for your attention, ServiceNow is fast becoming one of those platforms that helps you achieve it.
Founded by Fred Luddy in 2003, ServiceNow was initially established as an ITSM (Information Technology Service Management) solution, though it has since branched out to become a platform that can be used for anything.
A popular tool for automating IT business management, ServiceNow makes it simple to replace spreadsheets and email with a single cloud-based system that allows users to quickly build and test applications spanning all departments.
The company also offers a range of integrations and flexibility to help companies consolidate their IT systems into one unified platform, allowing businesses to focus on complex work that requires higher levels of collaboration. This has led to ServiceNow being adopted by many companies across a variety of industries.
Integrating with Blameless
Blameless has released expanded integrations with ServiceNow and Microsoft Teams. This broadens the company’s footprint in the enterprise software-as-a-service (SaaS) market and augments its existing investments in DevOps and IT workflow tooling.
Integrating Blameless with ServiceNow and MS Teams provides a centralized incident management solution that integrates responders and subsequent ticketing workflow on the same platform, reducing workload on engineering teams while protecting customers from the negative impact of slow and disorganized incident response. When users of the Blameless bot command within a chat-app start the incident response process, Blameless automatically creates a dedicated Teams channel with a live “incident summary” tab, keeping all stakeholders updated while gathering every piece of relevant data for clean retrospective reports.
A close_code is also part of the integration, which is customizable in ServiceNow. Other perks of the integration include a SLO (service level objectives) manager that manages critical parts of the service based on what your customers want, while tracking performance and health with error budgets and a few other reliability insights.
Integrating with Zapier
Using the ServiceNow Microsoft Teams integration, you can build automated conversations to address incidents and communicate details instantly. This helps your team quickly resolve tickets, increasing productivity and improving customer satisfaction.
The integration also allows you to forward alerts as incidents in ServiceNow. It determines the right people to notify based on on-call schedules and escalates alerts until they are acknowledged or closed.
This option is available for selected Opsgenie actions, including “a tag is added to the alert,” and “a custom action is executed on alert.” The names of these options differ from other action names because they work differently by the tags and custom action names.
Zapier is a third-party application that enables you to integrate your web applications and automate workflows. These automated connections called Zaps are easy to set up and work between 1,000+ apps without coding.
