How ServiceNow is simplifying workflows for everyone within Microsoft Teams

  • Employee Experience
  • Matt Schvimmer
  • Solutions
  • 2020
December 02, 2020

Partnership delivers new workflows in Microsoft Teams

Digital transformation has accelerated in 2020, and the speed in which organizations are able to leverage technology to make work better for their employees and customers has become the ultimate differentiator in business.  Microsoft and ServiceNow understand this, and have expanded our partnership to deliver new native workflows in Microsoft Teams. 

In September 2020, we introduced brand-new capabilities and made them available to a select group of customers to help them innovate and improve the employee experience across Microsoft Teams and ServiceNow. 

We are very pleased to announce that these innovations are now generally available to all our customers. 

 Between April and October 2020, ServiceNow introduced our new Safe Workplace suite and Workplace Service Delivery apps to help our customers bring employees back to the workplace. 

Customers such as the NBA and WNBA implemented ServiceNow’s Employee Workflows to help them manage the health and safety of players and employees, and used Microsoft Teams to give their fans a virtual seat when the leagues resumed play and completed the 2020 season. 

In November, Microsoft Teams and ServiceNow delivered new capabilities that help employees and agents get work done in any industry, from anywhere, on any device.    

For employees and managers:  

  • A new embedded dashboard in Microsoft Teams helps employees stay current on open tickets, outstanding tasks, and workplace communications. The dashboard deep-links to ServiceNow case management to resolve more complex cases. 

  • Another new feature sends notifications to employees and managers so they can stay up to date and take action on their open tickets, assigned tasks, and pending approvals from ServiceNow, directly in Microsoft Teams from any device.

For HR and IT agents:  

  • We now provide seamless navigation between ServiceNow and Microsoft Teams so that HR and IT service agents can easily reach out to employees and resolve open cases.

  • Agents can also initiate Microsoft Teams meetings to collaborate on ServiceNow records in real time. For example, they can review a change request with subject matter experts or start a meeting as part of an incident communication plan.

  • Another new feature, available in beta, accelerates major incident resolution by bringing key incident management workflows directly into Microsoft Teams. This helps agents collaborate more effectively.


Productivity gains result from strong collaboration and well-informed decision-making within structured workflows. ServiceNow and Microsoft are working together to enhance the employee experience across all roles and functions. And we’re just getting started.  To learn more about how we’re partnering with Microsoft to accelerate digital transformation and make work flow, visit this page.   

Check out our latest innovations available on the ServiceNow Store: IT Service Management Integration with Microsoft TeamsHR Service Delivery Integration with Microsoft Teams, and Notify Connector for Microsoft Teams.  


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