New Microsoft Cloud PC integration optimizes hybrid work

  • Employee Experience
  • Matt Schvimmer
  • About ServiceNow
  • 2021
July 14, 2021

Hybrid work: A businessman sits in his home conversing with fellow employees through his computer screen.

As more and more companies settle into the new reality of hybrid work at scale, the ease of making desktops accessible from anywhere—along with the adoption of workflow technologies and processes all from a single platform—will be critical.

To enable the best employee experience, companies need to be able to transition seamlessly between remote and in-person work environments. The hybrid way of working will require organizations to quickly create new workflows while focusing on how employees and teams get work done.

More than half (59%) of employees say their companies don’t have a fully integrated system to manage digital workflows, according to The Work Survey by ServiceNow. On top of that, the use of digital collaboration tools has skyrocketed, with active users in Microsoft Teams surging to 145 million users per day in 2021, up from 75 million in 2020.

ServiceNow and Microsoft are continuing to find new ways for employees to seamlessly collaborate while delivering great experiences to our joint customers.

Meet Microsoft’s Cloud PC

Microsoft is launching Windows 365 with the hybrid work environment in mind. Windows 365 can securely stream desktop apps, settings, and content from the Microsoft cloud to provide a Windows experience no matter where the user is or what device they are using.

With Windows 365, Microsoft is creating a new hybrid personal computing category called Cloud PC, which uses both the power of the cloud and the capabilities of the device to provide a full, personalized Windows experience.

With Microsoft’s innovation, Windows is evolving from a device-based operating system to a personalized computing system for a new hybrid world of work.

At ServiceNow, we’re excited to announce ServiceNow integration with Windows 365, co-developed with Microsoft. This integration lets users quickly and easily request, approve, and receive their Cloud PCs.

Streamlining hybrid work

The new ServiceNow functionality with Windows 365 will allow our joint customers to request and receive Cloud PCs directly through the familiar interface of Microsoft Teams. The integration leverages ServiceNow ® IT Service Management (ITSM) and Virtual Agent to integrate workflows through Microsoft Teams.

All an employee has to do is ask for a Windows 365 Cloud PC on Microsoft Teams. This request kicks off a workflow that’s sent to ServiceNow ITSM to gather the necessary approvals. ITSM then leverages Microsoft Azure Active Directory to add the requested user to the appropriate security grid, which automatically assigns the user a Windows 365 license.

When the Windows 365 Cloud PC is ready, ITSM notifies the user in Microsoft Teams and provides access to the Cloud PC(s) they’ve requested. What once took days or weeks with a manual process is now delivered in minutes, providing a powerful end-to-end employee experience.

For existing ITSM customers, the Windows 365 integration is expected to be available as a free app in the ServiceNow Store starting this fall.

Driving the future of work

ServiceNow is thrilled to be deepening our strategic partnership with Microsoft by integrating with a groundbreaking new product. Together, we’re driving the future of hybrid work.

Learn more about how ServiceNow and Microsoft are working together to boost collaboration, productivity, and employee satisfaction:


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