For users of Microsoft Teams, the connection to the IT department is now even shorter. ServiceNow integrates IT services into Microsoft Teams through new workflows (sometimes in the form of chatbots and self-service).
Teams, a collaboration platform from Microsoft Office, is also currently preparing to become the undisputed leader in this category. As of the end of April, Microsoft Teams had approximately 75 million daily active users, a 70% increase from six weeks ago. By September, more than 200 million people have attended meetings every day, and they have created more than 4.1 billion minutes of meeting records. This makes Teams the fastest growing product in Microsoft’s history.
Picture: ServiceNow
From the perspective of ServiceNow, it makes sense to cooperate more with Microsoft on the MS team. Many new workflows are now embedded in the collaboration platform, designed to enable employees to seamlessly self-service and process cases faster. In addition, because important tasks can be performed directly in Microsoft Teams, the new features can also improve collaboration between IT service agents.
Specifically, the new features involve:
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Employee experience of the Microsoft team: This allows users within the team to submit queries, receive updates and other notifications about ticket processing. They can also chat with virtual agents for automatic support and contact real IT staff when the chatbot cannot help.
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Proxy function in Microsoft Teams: New features give IT service staff the opportunity to directly contact users and work with other agents. In addition, they can forward important events to interested parties and chat directly with employees to learn about events and inquiries. Combined with the new “Team Meeting Scalability” feature, the new workflow allows IT staff to increase productivity because they can handle major events directly from Microsoft Teams meetings.
Now, as part of the Beta program, some customers can use these new features. They will be officially launched after the ServiceNow Paris version (the latest version of the Now platform). Microsoft integration has been announced to support the company in accelerating its digital transformation. ServiceNow customers can use these integrations to:
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Spending and usage of hybrid cloud Supported by using Microsoft Azure in ServiceNow Cloud Insights.
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New employees Optimized and accelerated through ServiceNow employee experience and Microsoft Azure Active Directory.
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More control and transparency Access company resources through ServiceNow software asset management and Microsoft Azure Active Directory.
In addition, the ServiceNow Virtual Agent Lite plug-in of “Microsoft Team” was also released in the Paris release, which provides a limited version of the Virtual Agent for standard customers of IT service management solutions. It includes three predefined dialogs for common IT support requests. These keyword-based conversations run in the web chat client and virtual agent messaging integration with Microsoft Teams.
You can find out more about the new integration with Microsoft and Paris versions at the virtual Now at Work conference on October 6. The conference is mainly held in German and also provides you with the opportunity to learn about interesting case studies from companies such as Allianz, Mercedes-Benz or HDI.
Sign up here.
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