ServiceNow and Microsoft Teams are two essential tools for service desk teams to provide timely and effective support to employees. However, they can end up spending a lot of time going between the platforms to resolve incidents, fulfill requests and manage communication records.
To help address this, ServiceNow and Microsoft are integrating workflows into Teams. This integration now available to all customers using the Paris release or later, lets HR and IT teams collaborate directly in Teams.
At Microsoft Ignite 2019, ServiceNow announced new workflows embedded in Microsoft Teams to improve employee productivity with self-service and faster case resolution. These capabilities are powered by ServiceNow’s digital workflow platform, the Now Platform.
With these new capabilities, employees can create and submit requests via ServiceNow’s employee center in Microsoft Teams. These requests are then automatically matched to the correct departments for follow-up.
Workflows also help improve user experience by reducing response times. In addition, they can be customized to meet unique organizational needs.
For example, ServiceNow’s employee workflow tools are used to automate the onboarding process for new hires and integrate with HR and IT processes. This helps speed up employee onboarding, reduces costs and increases retention.
ServiceNow Microsoft Teams offers a wide range of integrations that can be used to automate workflows and provide communication features. These integrations are a great way to improve employee experiences and boost efficiency.
For example, it can be used to allow HR and IT service desk agents to reach out to employees directly in Teams, resolve open tickets and import messages into ServiceNow. They can also access screenshots and comments in Teams to help reduce incident resolution time.
Blameless recently announced new, expanded integrations with ServiceNow and Microsoft Teams to help DevOps and SRE teams run a modern, streamlined incident management process. This is a major step towards delivering on the promise of a centralized, incident response tool.
Artificial Intelligence (AI) Engine
AI, including machine learning, has the potential to transform customer experience, operations and productivity by enabling automation. However, organizations need to understand that AI is not a “magic bullet” and requires ongoing management.
To ensure the solution’s success, it is important to establish realistic expectations and set up key metrics and reports to help build confidence in the implementation. It’s also necessary to empower users and create champions for the solution.
ServiceNow ITSM offers intelligent automation, chatbots and virtual agents, supervised machine learning and Agent Workspace. It identifies behaviors and patterns, automates actions, root cause analysis and outage predictions.
AiSM is based on machine learning algorithms and models, developed from millions of historical tickets, incidents, problems and requests. The platform incorporates natural language understanding (NLU), both supervised and unsupervised NLP engines, as well as AutoML to train and execute machine learning algorithms and models. It also has out-of-the-box integrations with many ITSM tools and other IT tools.
Microsoft Teams, a cloud-based chat and collaboration platform, enables users to communicate with internal and external users. It offers features such as organizing conversations by channels, direct messaging, and meetings.
ServiceNow Microsoft Teams has a variety of security measures to protect organizations against cyber-attacks, such as ransomware, that can affect revenue, reputation, and business continuity. It helps businesses prioritize vulnerabilities, understand their security posture, and automate workflows to respond to them quickly.
In addition, security operations can monitor messages posted in Teams channels and 1:1/1:many chat conversations (including messages to and from guest users) for sensitive data, such as customer data or financial information. This enables businesses to prevent unauthorized access, according to Edgile.
The integration also lets users map escalation policies to Assignment Groups in ServiceNow, which ensures that incidents are assigned to the correct people and team. This feature can be configured via the PagerDuty menu or on an individual Assignment Group.