ServiceNow and Microsoft have expanded their joint efforts to make Microsoft Teams the primary mechanism for end users to engage with IT-related services.
Rather than requiring end users to learn how to navigate help and service desk applications, the goal now is to make it simple to request a service from within Microsoft Teams, notes Matt Schvimmer, senior vice president and general manager for IT service management, IT business management and DevOps business units at ServiceNow. “The objective is to not force the employee to engage in an unnatural way,” he notes.
As part of that goal, ServiceNow has now made available integrations that enable IT services and human resources agents to resolve issues directly within Microsoft Teams. Agents, for example, can invite an employee to a Teams video call directly from a live chat to quickly understand and resolve an issue.