Seeking Feedback: ServiceNow Agentic AI + Microsoft Intune Company Portal Integration for Software

[syedmi]

Hello ServiceNow Community,

I'm exploring a potential use case involving ServiceNow AI Agents (Agentic AI/Virtual Agent) integrated with Microsoft Intune Company Portal and would appreciate feedback from anyone who has implemented something similar.

Current Environment

• Microsoft Intune is used for endpoint management.
• The Company Portal serves as the approved software catalog for end users.
• Software deployment, installation, updates, and removals are managed through Intune.

Proposed Solution

The idea is to leverage ServiceNow AI Agent / Agentic Workflow capabilities to provide a conversational self-service experience.

Example user interactions:

• "Install Application on my laptop"
• "Reinstall Application"
• "Uninstall Application"
• "What approved software is available for me?"
• "Check installation status of Apllication"

The proposed flow would be:

1. User engages with ServiceNow Virtual Agent or AI Agent.
2. AI Agent identifies the software request and validates eligibility.
3. Agentic workflow performs approvals (if required).
4. ServiceNow triggers Microsoft Intune actions through Graph APIs or Integration Hub.
5. Intune executes the install, reinstall, or uninstall action on the endpoint.
6. ServiceNow provides real-time status updates and fulfillment confirmation to the user.

Questions for the Community

1. Has anyone implemented a similar ServiceNow ↔ Intune Company Portal integration?
2. Did you use:
   • Microsoft Graph API?
   • Integration Hub Spokes?
   • Azure Functions / Logic Apps?
   • Custom REST integrations?
3. How did you handle:
   • Software entitlement validation?
   • Dynamic software catalog retrieval?
   • Installation status tracking?
   • Error handling and retries?
4. Were there any limitations with Intune for triggering installs/uninstalls on demand from ServiceNow?
5. Has anyone implemented this using the new ServiceNow AI Agents / Agentic Workflows instead of traditional catalog workflows?