Microsoft and ServiceNow announced at the Microsoft Ignite Developer Conference held from September 22 to 24 that they will greatly strengthen their partnership. ServiceNow demonstrated the workflow embedded in the Microsoft team that should increase employee productivity through more self-service and faster incident handling. Team users can now handle IT service tasks directly in their collaboration software.
Picture: ServiceNow
By embedding ServiceNow into the team, employees can request support for tools and terminal devices from their collaboration solutions in the future. You can ask for help, get the latest information about ongoing requests, get automatic support from a virtual assistant, and you can also contact people in the service without leaving Microsoft Teams.
It should also be easy for service agents who want to use the team collaboration function in the ITSM solution to quickly contact colleagues and other agents. Through the Notify plug-in, agents can use the Teams client in the ITSM solution and contact colleagues, forward events and chat about events or requests. Combined with the new “Team Meeting Scalability” function, agents can also directly resolve larger events in team meetings. Now, as part of the Beta program, new features are available to selected customers.
The update was carried out after the release of the new ServiceNow version “Paris”. Other Microsoft integrations have already been announced for this. With “ServiceNow Cloud Insights”, customers can integrate Microsoft’s Azure cloud more deeply into their service processes, and analyze costs and usage behaviors around hybrid cloud solutions. The “ServiceNow Employee Experience” and Azure Active Directory have been coordinated to make it easier to join new employees. Azure Active Directory is also linked to ServiceNow’s software asset management so that the company can control its software products.
In the Paris version, Servicenow usually provides more analysis and AI in a single application so that the company can organize its workflow efficiently and automatically. The new solutions include business continuity management to help companies in-depth study of business impact analysis, business continuity plan development and crisis management during these difficult times. You should better anticipate business interruptions and minimize downtime.
“Hardware Asset Management” should help understand the financials, contracts, and inventory-related details of the hardware used. In the future, the legal department can also use “legal service delivery”. The solution aims to simplify and standardize the communication workflow around legal issues to speed up related processes.
ServiceNow also announced new industry solutions with telecommunications providers and financial service providers in Paris. “Financial Service Operation” aims to provide support for the bank’s staff and system networking at the front and back offices, so as to provide services to customers faster. Core workflows such as payment and credit card applications have also been standardized, which will lead to more efficient processes.
For telecommunications companies, there is “telecommunications service management.” The platform aims to provide better insights about customer status and management, thereby helping to reduce costs. Telecom providers also receive “Telecom Network Performance Management” to monitor their network infrastructure. It aims to provide network teams with a unified view of the installation base and help analyze events aggregated by multiple network monitoring platforms. According to ServiceNow, this can more accurately identify affected customers. (Hv)
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