Integrating ServiceNow with Microsoft Teams and Microsoft 365

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Integrating ServiceNow with Microsoft Teams and Microsoft 365

    This guide explains how to configure your ServiceNow instance to integrate with Microsoft Teams and Microsoft 365 applications. It covers updates from the Zurich release, including the upgrade from ServiceNow for Microsoft Teams to ServiceNow for Microsoft 365 for relevant versions of IT Service Management and HR Service Delivery.

    Show full answer Show less

    Integration requires appropriate permissions: the externalappinstalladmin role within ServiceNow and the application administrator role in Microsoft Office 365. Azure Active Directory (Azure AD) tenants organize users and apps, influencing app configuration choices.

    Key Features

    • Two app configuration options:
      • Pre-published app: Provided by ServiceNow, requires moderate Azure expertise, no need to create your own Azure app, automatically updated by ServiceNow after admin consent.
      • Self-configured app: Requires creating and managing your own Azure app with full control, needs proficiency in the Azure portal, involves using app and client IDs to connect to ServiceNow.
    • Admin consent: Necessary to authorize required permissions, creating a Service Principal to represent the Azure app.
    • Integration scenarios guide app choice:
      • Single Microsoft tenant to multiple ServiceNow instances: use self-configured app.
      • Single Microsoft tenant to single ServiceNow instance: pre-published app recommended, but self-configured is possible.
      • Single ServiceNow instance to multiple Microsoft tenants: use self-configured app.

    Practical Considerations

    • Plan your installation carefully to align with your organization's tenant and instance topology.
    • Ensure you have the necessary ServiceNow and Microsoft 365 roles before starting integration.
    • Understand the differences between single-tenant (self-configured) and multi-tenant (pre-published) app models to select the best fit.

    Expected Outcomes

    By following this guidance, ServiceNow customers will successfully connect their ServiceNow instances with Microsoft Teams and Microsoft 365 applications, enabling streamlined workflows and enhanced employee experience through integrated platforms.

    Set up your ServiceNow instance to integrate Microsoft Teams or Microsoft 365 applications.

    Important:

    For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see Integrating ServiceNow with Microsoft 365 applications for Employee Experience.

    To connect your ServiceNow instance to your Microsoft Office 365 tenant and to authorize applications, you must have both the external_app_install_admin role and the application administrator role in Microsoft Office 365. For more information on Microsoft roles, see the Microsoft documentation on Azure AD built-in roles.

    Azure Active Directory (Azure AD) organizes objects like users and apps into groups called tenants.

    Self-configured apps (previously referred to as single-tenant) are available only in the tenant they were registered in, also known as their home tenant. Here, a single Microsoft Teams tenant is connected to multiple ServiceNow instances.

    Pre-published apps (previously referred to as multi-tenant) are available to users in both their home tenants and other tenants. Here, a single Microsoft Teams tenant is connected to a single ServiceNow instance.

    Table 1. Choose between a self-configured app and a pre-published app configuration
    Pre-published app Self-configured app

    • The relevant Microsoft Azure app is provided by ServiceNow so you don’t need to create your own.

      No need to create an app in the Microsoft Azure portal. Moderate Microsoft Azure expertise is required.

    • Once the administrator consents, ServiceNow automatically updates the Microsoft Azure app.
    • You must create your own app in the Microsoft Azure portal.

      Requires proficiency in Microsoft Azure portal.

    • Own and control the Microsoft Azure app.

    When you consent to the app to use the required permissions, a Service Principal (SP) is created representing the Microsoft Azure app. For more information about the admin consent, see Understand user and admin consent.

    In a self-configured app configuration, you must create an app in Microsoft Azure portal and use the app ID and the client ID values to connect to your ServiceNow instance.

    When to use Pre-published app or Self-configured app configuration

    Use the self-configured app or pre-published app configuration based on the following conditions:
    • In case of a single Microsoft tenant to multiple ServiceNow® instances integration, use the self-configured configuration setup.
    • In case of a single Microsoft tenant to single ServiceNow® instance integration, it is recommend to use the pre-published configuration setup. However, you can still use the self-configured configuration setup.
    • In case of a single ServiceNow® instance to multiple Microsoft tenant integration, use the Self-configured configuration setup.