In the six months since our last Microsoft partnership update, we continued working on joint new initiatives, as well as making enhancements to existing integrations between our platforms. Our efforts resulted in a number of enhancements that allow our joint customers to further transform their security operations, improve operating excellence via better integration with Microsoft Teams, as well as build and automate new IT processes with updates to ServiceNow Integration Hub.
Technology Excellence: Transforming Security Operations
Major Security Incident Management with Microsoft Teams and Microsoft SharePoint
Major Security Incident Management (MSIM) offers a comprehensive experience for driving a collaborative response to critical security incidents. While MSIM has been a part of ServiceNow platform for a while, we have recently enhanced MSIM experience with SharePoint and Microsoft Teams integrations. Now you can integrate MSIM with Microsoft Teams activity stream providing real-time collaboration around various aspects of incident resolution. Additionally, you can integrate with both files and folders stored on your enterprise SharePoint/OneDrive subscriptions. Both new integrations allow our customers to drive towards critical resolution faster, helping minimize the impact of such major events.
Microsoft Defender for Endpoint Integration
The Microsoft Defender for Endpoint integration makes it easier and more efficient for Security Analysts to investigate and remediate security incidents without having to navigate between tools. In addition to retrieving basic information such as host details, user details as well as the affected machine information, this ServiceNow Store app allows you to perform remediation actions on the host to minimize security risks to the organization. These actions include running an anti-virus scan, restricting app execution or stopping and quarantining a file.
Operating Excellence
Teams + Link Sharing/Link Unfurling
With this enhancement, we have improved user experience and user productivity when a ServiceNow link is shared with a user in Teams. For example, in the screen shot below the use of cards instead of text links provides a more engaging user experience in conversations when sharing Service Catalog and Knowledge content.
Teams Localization
We have shifted the localization process from family to store release and are localizing manifest files to support all languages available on the ServiceNow platform. Translated items include app names/tab names such as Employee Center to the language set by the user.
Generating and Sharing Teams Conference Dial-in Info in Teams
We are now providing an easy mechanism to share conference call details from a communication task for people that don’t have access to the Teams client. Agents (various roles) can now add a phone number and join code to a Teams Meeting, and that phone number and join code can be shared via Communication Tasks, such as a Notification, SMS, or Email.
Virtual Agent + Teams enhancements
We have also released a set of useful enhancements in response to customers’ feedback. The embedded detail view now provides a pop-up window within Teams. We have also added multi-instance support for a single Microsoft tenant, as well as a typing indicator for live agents.
Build and Automate
Integration Hub Enhancements
The Integration Hub powered Client Software Distribution (CSD) 2.0 solution automates one of the most common IT requests – delivery and installation of desktop software applications - by automating actions in Microsoft Endpoint Configuration Manager (for Windows devices). CSD 2.0 provides a new spoke for Microsoft Endpoint Configuration Manager that adds support for PowerShell cmdlets and improves performance for large data pulls
CSD is even better together with Software Asset Management (SAM) Pro: you can automate software requests with CSD, then manage risk and control costs with SAM!
