{"id":12567,"date":"2020-09-28T09:21:22","date_gmt":"2020-09-28T05:21:22","guid":{"rendered":"https:\/\/techxmedia.com\/?p=12567"},"modified":"2025-04-18T00:04:17","modified_gmt":"2025-04-17T20:04:17","slug":"servicenow-expands-its-partnership-with-microsoft","status":"publish","type":"post","link":"https:\/\/techxmedia.com\/en\/servicenow-expands-its-partnership-with-microsoft\/","title":{"rendered":"ServiceNow expands its partnership with Microsoft"},"content":{"rendered":"\n<p><em>S<\/em>erviceNow\u00a0has\u00a0announced the\u00a0expansion of its\u00a0partnership\u00a0with Microsoft to\u00a0deliver elevated digital experiences that meet\u00a0employees where they are.\u00a0At Microsoft Ignite 2020, ServiceNow\u00a0introduced new workflows\u00a0embedded in Microsoft Teams to improve employee productivity with seamless self-service and faster case resolution. Powered by ServiceNow\u2019s digital workflow platform, the Now Platform, the new capabilities\u00a0also improve agent productivity by enabling them to more effectively collaborate and complete key tasks in Microsoft Teams.<\/p>\n\n\n\n<p>Teams is Microsoft\u2019s fastest-growing business app to date. This was true <a href=\"https:\/\/venturebeat.com\/2018\/09\/24\/microsoft-teams-is-now-used-by-329000-organizations-up-from-200000-in-march\/\">in 2018<\/a>, long before lockdowns started driving up numbers for remote work and learning. As of April 29, Microsoft Teams had <a href=\"https:\/\/venturebeat.com\/2020\/04\/29\/microsoft-teams-passes-75-million-daily-active-users\/\">75 million daily active users<\/a>, up 70% from just <a href=\"https:\/\/venturebeat.com\/2019\/11\/19\/microsoft-teams-passes-20-million-daily-users-up-more-than-half-in-4-months\/\">six weeks prior<\/a>. That month, Microsoft saw more than 200 million meeting participants in a single day, generating more than 4.1 billion meeting minutes.\u00a0<\/p>\n\n\n\n<p>\u201cWe&#8217;re helping customers solve for once-in-a-generation challenges as they capitalize on the promise of <a href=\"https:\/\/techxmedia.com\/tag\/digital-transformation\/\">digital transformation<\/a>,\u201d said Chirantan \u201cCJ\u201d Desai, chief product officer at ServiceNow. \u201cWe are doubling down on Teams to find innovative ways for workflows to elevate engagement, culture, collaboration, and productivity\u00a0\u2013 no matter where people are.\u201d<\/p>\n\n\n\n<p>\u201cNow more than ever, people need to stay connected and organized together from anywhere,\u201d said Rajesh Jha, executive vice president, Experiences and Devices, Microsoft. \u201cServiceNow is delivering end-to-end Teams experiences for the new normal. For example, meeting extensibility lets service agents more easily interact with the ServiceNow platform, collaborate in group chats, channels, and conferences, and respond to incidents.\u201d<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"460\" src=\"https:\/\/techxmedia.com\/wp-content\/uploads\/2020\/09\/ServiceNow-Delivers-New-Native-Workflows-in-Microsoft-Teams-to-Power-the-Future-of-Work.jpg\" alt=\"ServiceNow-Delivers-New-Native-Workflows-in-Microsoft-Teams-to-Power-the-Future-of-Work-techxmedia\" class=\"wp-image-12570\" srcset=\"https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/09\/ServiceNow-Delivers-New-Native-Workflows-in-Microsoft-Teams-to-Power-the-Future-of-Work.jpg 800w, https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/09\/ServiceNow-Delivers-New-Native-Workflows-in-Microsoft-Teams-to-Power-the-Future-of-Work-300x173.jpg 300w, https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/09\/ServiceNow-Delivers-New-Native-Workflows-in-Microsoft-Teams-to-Power-the-Future-of-Work-768x442.jpg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><\/div>\n\n\n\n<p>The new capabilities announced include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Employee experiences in Microsoft Teams:\u00a0<\/strong>Companies want to provide employees with support for\u00a0whatever tools and devices\u00a0they choose to use.<strong>\u00a0<\/strong>By embedding ServiceNow natively within Teams, employees can submit requests, receive updates on in-progress requests, take action on notifications, chat with virtual agents for automated assistance,\u00a0and connect with live agents when virtual agents cannot assist \u2013 all without ever leaving Microsoft Teams.<\/li><li><strong>Agent capabilities in Microsoft Teams: <\/strong>Agents spend most of their time in ServiceNow IT Service Management but want to more easily leverage the collaboration functionality in Teams to communicate with employees and collaborate with other agents. Now, agents can use Notify to launch the Teams client to engage with peers directly, push major incident updates to business stakeholders, and open direct chats with employees from an incident or request. \u00a0When used with the new Teams Meeting Extensibility feature, ServiceNow workflows enable agents to be more productive by resolving major incidents directly from within a Microsoft Teams meeting.\u00a0\u00a0<\/li><\/ul>\n\n\n\n<p>The new capabilities are available for select customers as part of the Beta program. \u00a0\u201cOrganizations are relying on collaboration platforms more than ever before. Companies like ServiceNow are creating tools that complement and enhance the Microsoft Teams experience. Accenture is eager to test and deploy this new offering,\u201d said Thomas Bruss, Director of Enterprise Services at Accenture.<\/p>\n\n\n\n<p>The updates come on the heels of the ServiceNow Now Platform Paris release, which features\u00a0several\u00a0high-demand Microsoft integrations to help enterprises accelerate their <a href=\"https:\/\/techxmedia.com\/tag\/digital-transformation\/\">digital transformation<\/a> journeys. Customers can use these integrations to:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Optimize hybrid cloud spending and usage with <strong>Microsoft Azure support for ServiceNow\u00a0Cloud Insights,<\/strong><\/li><li>Streamline new hire onboarding with <strong>ServiceNow\u00a0employee experiences <\/strong>and <strong>Microsoft Azure Active Directory,<\/strong> and<\/li><li>Gain greater control and visibility into organizational assets with<strong>\u00a0ServiceNow Software Asset Management <\/strong>and<strong>\u00a0Microsoft Azure Active Directory.<\/strong><\/li><\/ul>\n\n\n\n<p>Additionally, the <strong>ServiceNow\u00a0Virtual Agent Lite plugin for Microsoft Teams<\/strong>, also released in Paris,<strong>\u00a0<\/strong>offers a limited version of Virtual Agent for IT Service Management standard customers. It launched with three prebuilt conversations for common IT support requests. These keyword-based conversations run in the web chat client and in a virtual agent messaging integration with Microsoft Teams.\u00a0\u00a0\u00a0<\/p>\n\n\n\n<p>The announcement furthers the companies\u2019\u00a0<a href=\"https:\/\/www.servicenow.com\/company\/media\/press-room\/microsoft-and-servicenow-announce-strategic-partnership.html\">partnership announcement<\/a> from 2019 to accelerate <a href=\"https:\/\/techxmedia.com\/tag\/digital-transformation\/\">digital transformation<\/a> for joint customers.\u00a0Customers are\u00a0accessing the value of this partnership with more than 25\u00a0joint solutions available between Microsoft and ServiceNow today. The companies have committed to continued\u00a0ServiceNow-Teams\u00a0innovation\u00a0to enable richer employee experiences from anywhere, at scale.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Powered by ServiceNow\u2019s digital workflow platform, the Now Platform, the new capabilities also improve agent productivity by enabling them to more effectively collaborate and complete key tasks in Microsoft Teams. <\/p>\n","protected":false},"author":8,"featured_media":12569,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[9685],"tags":[2023,756,3725,3724],"contributor":[],"class_list":["post-12567","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-events-middle-east","tag-digital-transformation","tag-microsoft","tag-microsoft-azure","tag-microsoft-ignite-2020"],"featured_image_src":"https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/09\/CJ-Desai-Chief-Product-Officer-ServiceNow-new-lowres-featured.jpg","author_info":{"display_name":"News Desk","author_link":"https:\/\/techxmedia.com\/en\/author\/rabab\/"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/12567","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/comments?post=12567"}],"version-history":[{"count":0,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/12567\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media\/12569"}],"wp:attachment":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media?parent=12567"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/categories?post=12567"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/tags?post=12567"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/contributor?post=12567"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}