ServiceNow extends the integration of Microsoft Teams and Now Platform Rome

ServiceNow extends the existence of Microsoft Teams again, and it can be used in the new Now Platform Rome version. This IT and workforce management platform provider has announced a third Teams integration partnership with Microsoft within two years.

The latest ServiceNow platform update, Rome, went live on Thursday. The Now Platform Rome version introduces the Employee Center, a modern Intranet solution integrated with Teams. ServiceNow is the latest provider of tools that provide personalized access to organization resources. ServiceNow’s New Employee Center provides a common user interface that can provide employees with personalized information. It provides a single resource portal, including IT, human resources, facilities, procurement and finance.

ServiceNow describes the employee center as a collaboration application that users of its platform can embed in Teams. The integration of Teams brings its chats, channels, and meetings to ServiceNow’s employee center portal interface. As employees return to the office and the work experience becomes more mixed, ServiceNow officials have determined that employees now expect these features.

“Our long-standing principle in employee workflows is to meet with employees where they are,” said Blake McConnell, Senior Vice President of Employee Workflow Products at ServiceNow. “It’s not just through mobile devices or through conversational interfaces. Employees use collaboration applications such as Microsoft Teams.”

Cooperation history

McConnell told Channel Futures that both companies expanded their 2019 agreement this year to integrate Microsoft Teams into ServiceNow. Initially, in 2019, ServiceNow and Microsoft teamed up to bring the Teams chatbot into the ServiceNow IT Service Management (ITSM) environment. Earlier this year, ServiceNow and Microsoft announced another partnership, focusing on the integration of Teams, SharePoint, Microsoft Threat Vulnerability Management (TVM) and Azure Sentinel into ServiceNow’s security operations management suite.

McConnell said: “We do believe that the employee center is a stepping stone to the next generation of intranet, based on how employees work today and how employees want to get their jobs done.”

McConnell said the epidemic has led to new mixed working environments in many organizations, which is a key factor in developing the employee center as part of Rome’s current platform. He added that the employee center can push organizations to use ServiceNow, not those who choose it for ITSM or operations management.

“Ultimately, what you can push through these interfaces… the more self-service interactions, the more targeted [communications], The higher your participation,” McConnell said. “I just think now is the time when companies really think about labor in a way that they have never considered labor before in history. This is why it is time to rethink some of these interfaces or interactions. “

Artificial intelligence, automation, and industry-specific functions

The updated Now Platform Rome also introduces new artificial intelligence and automation features. According to ServiceNow, the new version aims to improve workflow and resolve customer and employee issues faster. For example, the company designed a new customer service manual: focused layout to speed up the ability of agents to resolve service requests.

There are also enhanced industry solutions in the new Now Platform Rome. For example, the manufacturing interconnected workforce includes operational technology management. Financial service operations include new customer life cycle operations, complaint management and fund management. For communication service providers, it includes new telecom order management.

Finally, healthcare and life science service management is an electronic health platform for healthcare providers, insurance companies and life science companies. Among other functions, it also includes ServiceNow’s Vaccine Management (VAM) solution, which aims to achieve more effective vaccine management, distribution, and monitoring.