ServiceNow and Microsoft teams expand partnership around workflow

As the company reviewed its organization during the pandemic, ServiceNow further partnered with Microsoft Teams and announced new features designed to facilitate interaction, especially with IT and HR departments in the new world of distributed work.

The team can now resolve the incident directly in the team. These features include Chat-to-Call, which allows you to initiate Teams calls directly with employees via instant messaging. It supports video calls and screen sharing, so agents can solve problems faster.

ServiceNow has also implemented a major incident management solution so that teams can quickly come together to solve organizational problems through a “structured process.” This feature includes meeting extensions, allowing agents to share important information from the Now platform.

For partners, these solutions “are part of the continuity of the two companies’ commitment to accelerate digital transformation for their mutual customers,” a press release said. After ServiceNow and Microsoft jointly designed an integrated work experience, the first integrated workflow was deployed in a beta version in September.

The challenge of mixed work

ITSM business senior vice president and general manager Matt Schvimmer (Matt Schvimmer) said: “As some employees begin to return to the actual workplace, productive collaboration becomes critical to business continuity and corporate resilience.” ServiceNow’s (IT Management service) means post in the blog.

“As we have seen throughout the pandemic, the combined power of business agility and collaboration has never been more important. By implementing collaboration in the Microsoft Teams workflow, agents can solve complex problems together and distribute resources to ensure that they are dealt with as quickly as possible Incident,” he explained. he.

According to Matt Schvimmer, these features also pave the way for employees to return to the workplace. “When an employee returns to the actual workplace and needs help to return to the office, the agent now has the resources to prepare for the incident and the increase in demand. Once the incident is resolved, “all activities will be captured on the Now platform so that others can also learn from Benefit from interaction,” he said.

He also observed “a significant increase in the number of customers deploying smart chatbot experiences.” The manager said that by 2020, the deployment of these “virtual agents” will increase by 300%.