Written by Jennifer Boicic, Business Strategy Director
In what has become a tradition, it’s time to highlight new features and functionality in the Rome release of ServiceNow that help joint Microsoft and ServiceNow customers be more productive. In the six months since the Quebec release, we have doubled down on tighter integrations between Microsoft Teams and ServiceNow and have been a key strategic launch partner of Windows 365. We have also released a variety of Microsoft-specific IntegrationHub spokes, templates, and solutions, as well as enhanced our SecOps integration with Microsoft Azure. We dig into the details of each enhancement and release below.
IT Workflows
Windows 365 Cloud PC + ServiceNow
In July, Microsoft announced a bold new strategy for its Windows OS, where it will be fully available on demand in the cloud. ServiceNow was one of the initial strategic partners to that announcement. We are rolling out the functionality we showcased during the Windows 365 announcement. Customers can now request a Windows 365 Cloud PC using Microsoft Teams integration with Virtual Agent. That request kicks off a workflow that adds customers to a Cloud PC-specific Azure AD group, and kicks off the provisioning process on the Microsoft side.
Microsoft 365 SaaS license management Spoke
This integration spoke available on ServiceNow Store gives you the ability to manage subscriptions for Sales and Customer Service products that are available in Microsoft Dynamics Customer Engagement Application. This includes plans such as Dynamics 365 Sales Enterprise/Professional and Dynamics 365 Customer Service Enterprise/Professional.
SecOps Enhancements
ServiceNow Vulnerability Response now integrates with Microsoft Threat and Vulnerability Management (TVM), which allows security teams to have a top-level view of the data ingested from Microsoft TVM inside ServiceNow. Using our SecOps offering, security teams can analyze the Configuration Items affected based on data coming from TVM, as well as access a set of performance metrics inside ServiceNow.
With ServiceNow Security Incident Response, you can manage and automate the life cycle of your security incidents from an initial prioritization to containment and resolution. You can ingest events from Azure Sentinel and then use the automated workflows to respond quickly, consistently, and understand the trends and bottlenecks with analytics-driven dashboards and comprehensive reporting system.
Access Management Automation Solution
We have released a solution for automating common requests for external application access using our Service Catalog integration. This solution has a set of pre-built catalog items, such as Create AAD User and Add User to AAD Group, that are associated with flows using built-in Active Directory and Azure Active Directory spokes.
Employee Workflows
Continuing Driving Seamless Self-Service with Microsoft Teams (official PR announcement here)
Starting with Rome, employees can access Employee Center directly in Microsoft Teams. For example, an employee can see pertinent announcements, then review and approve requests directly inside Microsoft Teams interface, as illustrated in the screen shot below.
Additionally, employees can now submit Universal Requests inside Teams, and the somewhat ambiguous requests will be routed and acted upon by the appropriate department within the organization. This functionality adds to the already existing capabilities of taking action on notifications and chatting with virtual agents from Microsoft Teams. This combined set of features further improves employee productivity with seamless self-service and faster case resolution. It also enhances efficiency by enabling agents to effectively collaborate and complete key tasks within Teams.Take a look at our demo video for a more detailed view of this integration. Additionally, for a hands-on session on how to setup integrations with Microsoft Teams, join us on September 27th for our ServiceNow Academy Integrations with Microsoft Teams session.
For a closer look at how our joint customers are leveraging ServiceNow integrations with Teams, check out how Levi Strauss combined ServiceNow Workflows and Microsoft Teams to achieve a 100% CSAT Score. By deploying a powerful combination of ServiceNow Virtual Agent and Microsoft Teams, the innovative denim designer made it faster and easier for employees to self-serve their technology needs.
Enhancements to Virtual Agent integration with Teams
We have introduced the much-requested functionality of batch linking users inside Microsoft Teams to allow Virtual Agent bot to establish end user identity. Additionally, we now provide input data masking to allow users to change passwords from within Microsoft Teams more securely. Users can now upload attachments, as well as receive richly formatted notifications messages. You can also apply custom enterprise branding to the Virtual Agent bot.
Creator Workflows
Flow Templates for Access Management
This functionality provides best-practice starter workflows complete with built-in integrations to Active Directory and Azure AD for user and group management request automation. Developers of all skill levels can quickly create custom automations in a guided configuration experience for access management use cases not supported by the out-of-the-box Access Management Automation solution.
Flow Templates for Access Management add to already available flow templates for common flow patterns:
• Document Management (SharePoint, OneDrive, Azure Blob Storage)
• CRM (Dynamics)
• Notifications (Teams)
