All MS Teams blogs posts

Re: Roles required in the setup of the Microsoft Teams integration

melvinj05 — Wed, 04 Feb 2026 17:53:26 GMT

what role is needed to use teams chat? everything i am seeing seems to be "itil" or incident write/read

Unifying AI Governance and Trust for the Enterprise

Barkha Bathija — Fri, 21 Nov 2025 18:44:35 GMT

As enterprises scale AI, one truth stands out — you can’t accelerate what you can’t govern. AI is built and deployed across platforms and vendors, and enterprises have a challenge of getting visibility and oversight of the AI operations. That’s why ServiceNow is collaborating with Microsoft to bring identity, security, and AI orchestration under a consistent governance model.

The collaboration between ServiceNow and Microsoft delivers a unified approach across the below dimensions.

Unified AI Agent Identity and Access with Microsoft Entra Agent ID

At the core of enterprise AI governance is verified agent identity. ServiceNow is building on Microsoft Entra Agent ID to help organizations securely onboard, manage, protect, and govern AI agents at scale, delivering seamless authentication, lifecycle management, and policy enforcement for agents across diverse environments. This unlocks new value for customers and supports secure, compliant adoption of AI in the enterprise.

“AI agents are rapidly transforming how organizations operate, collaborate, and innovate. With Microsoft Entra Agent ID, we’re enabling both Microsoft platforms and other agentic platforms to manage, protect and govern agents, giving every agent a first-class identity, robust identity governance, and enterprise-grade protection. We’re privileged to collaborate with ServiceNow, which is pioneering new use cases and helping to shape the future of identity-driven AI,” said Alex Simons, Corporate Vice President, Microsoft Entra.

Enable cross platforms interoperability with MCP

Through emerging protocols such as the Model Context Protocol (MCP), ServiceNow will connect to Microsoft Graph, Microsoft Entra Agent ID, Microsoft Copilot Studio, and Microsoft Foundry. This approach is intended to streamline multi-agent collaboration across ServiceNow and Microsoft ecosystems, while leveraging enterprise identity and access control to maintain visibility and governance.

AI Control Tower: Centralized Governance for AI Agents

The AI Control Tower acts as the enterprise’s command center for agent governance - providing visibility of AI assets, tracking where AI agents run, what data they access, and how they perform. ServiceNow AI Control Tower will integrate with Microsoft Entra Agent ID through MCP to discover all Microsoft Foundry and Copilot Studio agents, AI models and tools and add them to a unified AI asset inventory.

Security metrics such as prompt-injection detection, data-access telemetry, and agent-action logs are aggregated from Microsoft platforms into the Control Tower dashboard, providing a consolidated view of AI health and compliance. This empowers security and compliance teams to monitor agent activity, policy adherence, and risk exposure in real time. When combined with Microsoft Entra Agent ID, AI Control Tower enforces both identity trust and operational transparency - ensuring every AI interaction is auditable and aligned with enterprise policy.

“Every AI agent now carries a verifiable Entra ID identity and a monitored footprint in the AI Control Tower—turning governance from a safeguard into the engine of scale. This unified model embeds trust at the core of AI operations, extending security and accountability across MCP connections and agent ecosystems, so enterprises can innovate faster and with confidence.” Nirankush Panchbhai , SVP, ServiceNow AI Platform

The Value to the Enterprise

Unified inventory for all AI agents — automated identity and access control through Microsoft Entra
Consistent governance command center — visibility across Microsoft Foundry, Copilot, and ServiceNow agents
One source of truth — unified metrics for AI risk, compliance, and operational value

For C-suite and architecture audiences, the message is clear: you can scale AI responsibly — by design — not after crisis. ServiceNow alongside Microsoft is enabling enterprises to govern AI by design, not by exception—turning trust into a measurable competitive advantage.

Re: Roles required in the setup of the Microsoft Teams integration

Simon Turton — Tue, 26 Aug 2025 13:46:46 GMT

to respond to the above comments - it appears the article is saying you only need one of the roles not all of them - so having application administrator role should be sufficient. At least that is how the article reads for me as we certainly will not be able to grant global admins to any account running an automated installation process

Re: Steps to Test Microsoft Teams Integrations

GauravS69173284 — Tue, 26 Aug 2025 07:46:31 GMT

Hi @Pooja Gupta1 ,

Could you help me with one question? so we have connected our ServiceNow dev to teams prod and we have implemented agent experience only which is initiating Chat and conference call from workspace.
Now when we are moving the connection from dev to ServiceNow test or prod. Do I have to remove all the configuration from Azure end too and redo all the installation steps again?

Re: Washingtong DC / February 2024 StoreEnhancements to ServiceNow for Microsoft Teams and Microsoft

Phil A — Wed, 10 Apr 2024 21:01:16 GMT

Hi @Jeff Fox, there are some great articles and demo videos on Servicenow YouTube channel which Ive used extensively to set up conversational integrations with MS teams. However some of these resources recommend joining the MS developer programme and setting up a free M365 tenant, unfortunately from Jan 2024, Microsoft have now made changes and limited access to the developer subscription to users /orgs with with active subscriptions to Visual Studio Enterprise. This is a disappointing change from Microsoft and whilst not directly related to a ServiceNow product (you still allow free PDI's :), I thought I would inform our ServiceNow community for anyone doesn't know

Washingtong DC / February 2024 StoreEnhancements to ServiceNow for Microsoft Teams and Microsoft 365

Jeff Fox — Tue, 26 Mar 2024 15:30:19 GMT

See what's new in the ServiceNow for Microsoft integration with the Washington DC / February 2024 Store release.

Re: Roles required in the setup of the Microsoft Teams integration

Jason Brough2 — Mon, 15 Jan 2024 13:22:20 GMT

@creativecookie any more recent thoughts on this?

Re: Roles required in the setup of the Microsoft Teams integration

creativecookie — Tue, 19 Dec 2023 05:02:36 GMT

It's a little unrealistic to expect an integration account be provided admin privileges like "Global Administrator", "Privileged Role Administrator" and "Cloud Application Administrator".

Are these required only for the setup or are they required permanently.

Re: August 2023 ServiceNow for Microsoft 365 Store Release - Generally Available!

Jeff Fox — Tue, 22 Aug 2023 16:15:39 GMT

Thanks @Ashley Shuell and @Fitz4! Release note links are updated.

Re: August 2023 ServiceNow for Microsoft 365 Store Release - Generally Available!

Fitz4 — Wed, 16 Aug 2023 17:03:39 GMT

Release Notes links are broken

Re: August 2023 ServiceNow for Microsoft 365 Store Release - Generally Available!

Ashley Shuell — Wed, 16 Aug 2023 16:46:46 GMT

None of the links work under "release notes"

August 2023 ServiceNow for Microsoft 365 Store Release - Generally Available!

Jeff Fox — Fri, 25 Jul 2025 15:39:46 GMT

The Biggest ServiceNow for Microsoft Release in a Year!

ServiceNow is excited to announce ServiceNow for Microsoft 365 replaces ServiceNow for Microsoft Teams! Read on for more on the latest efficiency-driving, cost saving enhancements to ServiceNow for Microsoft 365 in August 2023, which is available for customers to install.

See what's new with the integration, including these highlights:

Employee Center is now available in Microsoft Outlook and the M365 app; rebranded to “ServiceNow for Microsoft 365”
Virtual Agent Message Extension: Extends AI Search from the ServiceNow app in Teams, into Teams Chats and Channels
Service Operations Workspace (SOW) Embedded Collaboration: Enabling Agents to manage MS Teams calls without leaving SOW

Re: Steps to Test Microsoft Teams Integrations

Raguram1 — Tue, 01 Aug 2023 13:25:06 GMT

@Tapish Sharma1 Could you please confirm if you had actually compressed only the manifest.json, color.png and icon.png files when you created the archive. Do not compress as a folder. See screenshot for reference

Re: Steps to Test Microsoft Teams Integrations

Tapish Sharma1 — Tue, 01 Aug 2023 13:18:22 GMT

Hi Pooja,

I am getting the following error while uploading the manifest folder, any idea how to resolve it ?

Error while extracting package: Please ensure there are no folders in your app package and that your app package contains only the manifest.json and the two required icon files at its root level. For an easier experience creating your app package, install <a href="https://teams.microsoft.com/l/app/14072831-8a2a-4f76-9294-057bf0b42a68" target="_blank">Developer Portal</a> from the Teams Store.

May 2023 ServiceNow for Microsoft Teams Store Release - Generally Available

Jeff Fox — Wed, 10 May 2023 23:30:00 GMT

ServiceNow is excited to share the latest enhancements to ServiceNow for Microsoft Teams in May 2023, which is available for customers to install.

Utah Release and February 2023 Enhancements to ServiceNow for Microsoft Teams

Jeff Fox — Wed, 08 Mar 2023 16:26:31 GMT

See the latest available enhancements with the ServiceNow for Microsoft Teams integration in February 2023

Re: Steps to Test Microsoft Teams Integrations

Community Alums — Fri, 13 Jan 2023 10:20:25 GMT

Hi Pooja!

In our case, NowActions and Virtual agent were installed and set up first with MS Teams. Do you know if this configuration will affect the Integration with MS Teams?

I hope you can reply! Thanks!

August 2022 ServiceNow for Microsoft Teams Store Release: New Features & Enhancements

Jeff Fox — Fri, 16 Sep 2022 20:34:11 GMT

Our Teams have been working hard to make the employee and agent experience even better through the ServiceNow for Microsoft Teams August 2022 release. Here’s information on the new features and enhancement just released.

To take advantage of these updates, check out the ServiceNow for Microsoft Teams content in the ServiceNow Store.

The August 2022 release contains three new features:

Request Based Chat with Guest Users: Customers with outsourced IT Service Desk can communicate across MS Teams, straight from Service Operations Workspace

An amazing addition for customers that have outsourced portions of their service desk to a third party. Request based chat enables such customers to add the third party as a guest to their MS Teams Tenant so that conversations may be initiated between the customer and their service provider's tenants. Now these customer can leverage the ServiceNow and MS Teams integration.

View Chat History in Employee Center

Simplified experience for the employee to see comprehensive history, including Teams Chat conversations, within Employee Center, inside MS Teams.

Translations for Campaigns

Translated campaign content delivery.

ServiceNow for Microsoft Teams comes with Employee Center fully embedded inside Teams. Review August 2022 enhancements to Employee Center (including Pro) for new features and enhancements.

Again, the new release is available in ServiceNow for Microsoft Teams in the ServiceNow Store. Updated Apps include IT Service Management integration with Microsoft Teams, HR Service Delivery integration with Microsoft Teams, Notify Connector for Microsoft Teams, Meeting Extensions for Microsoft Teams.

For more information, check out the ServiceNow for Microsoft Teams Product Docs, and explore the ServiceNow for Microsoft Teams Community site.

ServiceNow Employee Center in Microsoft 365

Sid Pandey — Fri, 08 Jul 2022 17:33:03 GMT

ServiceNow’s vision is to meet employees where they are when they need service or answers or access to other functionality built on the ServiceNow platform. Over the past several years, we have worked closely with Microsoft to bring rich ServiceNow experiences directly into Microsoft Teams to enhance user productivity and collaboration.

A New Way of Working

Last year, Microsoft shared with us the opportunity to light up a new way of integrating with Microsoft 365 and build on the work we did integrating with Teams, using a new Teams SDK and manifest they released.

Following Microsoft’s announcement of these new developer tools, we are excited to announce that we are extending Employee Center beyond Teams to Outlook and Office apps. Everything an employee needs to engage with their organization will be a click away, no matter which Microsoft 365 productivity tool they are using. This public preview experience will first become available to customers who sign up to participate in our customer innovation lab.

We are thrilled about this public preview opportunity because customers will have a simple and straightforward way to integrate ServiceNow across Microsoft 365 surfaces.

Admins will save time and effort without having to install and manage different integrations across Microsoft’s products.
Employees will be able to access all the benefits of Employee Center right where they are without breaking their flow by trying to remember a URL or launching a browser.

Amit Oberoi, Product Manager for Microsoft Teams at Microsoft says, “We have worked with ServiceNow to extend their Employee Center solution beyond Microsoft Teams to other Microsoft 365 apps like Outlook and Office. The integration reduces the need for end users to switch between different apps, helping make them even more productive.”

Employee Center

If you are not familiar with ServiceNow’s unified employee portal, Employee Center, it provides employees a curated experience and access to all the services and information they need, whenever they need it. ServiceNow launched Employee Center, and support for Teams, with the Rome release in 2021. Being able to access Employee Center without leaving Teams is one of our customer’s favorite components of our Teams integration, and we are excited to extend those capabilities to Outlook and Office . You can learn about implementation best practices, the latest capabilities, and features, and much more in our Employee Center Community.

We are excited that Microsoft has announced these capabilities and that we can share the first iteration of the integration with you.

ServiceNow for Microsoft 365 is now available as an Innovation Lab release.

California Local Government: ServiceNow for Microsoft Teams

Ryan Balcom — Mon, 09 May 2022 21:23:30 GMT

Thank you for joining ServiceNow, and your California Local Government colleagues on May 4th, 2022, to see firsthand how Microsoft Teams in ServiceNow can reduce resolution times and deflect routine questions while driving better experiences for your agents and employees. This webinar showed you ServiceNow for Microsoft Teams and how it transforms the Employee and Agent experiences.

Watch it Again