ServiceNow and Teams integration-computer technician

Publishers specializing in ITSM announced the integration of new features in Microsoft’s collaboration tools. Including event management tools and chat calls.

ServiceNow doubles integration. Earlier this week, ITSM experts contacted UiPath. This RPA solution publisher deepened its integration with ServiceNow through ServiceNow’s UiPath task manager. On the menu is the automation of test cases and the monitoring of results in the centralized backlog provided by ServiceNow.

Two days later, ServiceNow announced its integration with Microsoft, in this case in the Microsoft Teams collaboration platform. “The innovation announced today supports agents through a distributed workforce model by facilitating fast and direct communication lines within Microsoft Teams“Are there any specific instructions.

Incident management

More specifically, agents can now invite employees to join Teams calls from the chat window. This feature, called Chat-to-Call, also allows video calls and screen sharing in order to “Significantly reduce resolution time by quickly diagnosing incidentsFinally, major incident management tools enable managers to implement a structured incident resolution process by collaborating in a dedicated team. The Now platform also helps to capture and share key activities related to this incident management for future Respond faster.

“When employees return to the actual workplace and need to help them transition to the office, managers now have the resources to prepare for incidents and increased demand“Explain ServiceNow.