We've tried leveraging Servicenow's internal chat tool and I'm sorry to say it doesn't even come close to the features we have in Lync.
Lync is widely used in accross our business by ITIL and non ITIL users. Pushing the ServiceNow Chat to non ITIL users is inconvenient and not as user friendly as Lync is.

Integrating Lync with ServiceNow and importing the chat history automatically to incident tickets or any other application record would greatly enhance our experience with the product.

We have over 200 ServiceNow ITIL users @ ubisoft... so please consider this: +200 likes on this page.

Alex Dandurand
ITSM Manager