ITSM for Microsoft 365 vs. Virtual Agent: What’s possible?

hana0118
Tera Contributor

‎07-16-2025 11:16 PM - edited ‎07-16-2025 11:19 PM

Hi,

I'm looking for clarification on the integration between ServiceNow ITSM and Microsoft Teams.

From what I understand, there are two main options:

  1. ITSM for Microsoft 365
  2. Conversational Integration with Microsoft Teams

And my current understanding is:

  • Conversational Integration enables Virtual Agent to work within Teams, allowing users to chat using topics and receive actionable notifications.

Based on that, I have two questions:

  1. Does ITSM for Microsoft 365 (without Virtual Agent) only support starting chats from records and using Employee Center in Teams?
  2. If we want to send actionable notifications or other types of messages to users in Teams, is Virtual Agent integration required?

Would appreciate any clarification. Thanks in advance!

 

#ITSM #Virtual Agent

#Microsoft 365

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akanksha1pa
Tera Expert

‎07-17-2025 12:06 AM

Answer to ques 1 is that yes it supports limited set of features compared to the full integration .

Answer to ques 2 is Yes—Virtual Agent integration is required if you want to send actionable notifications or enable interactive messaging in Microsoft Teams via ServiceNow.


If my response helped please mark it helpful and close the thread so that it benefits future readers.

 

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