Include a combined CSM and ITSM add-in icon in Microsoft Outlook

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable users to access both CSM and ITSM through one combined add-in icon.

    Before you begin

    Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

    Procedure

    1. Go to your ServiceNow instance.
    2. Navigate to ServiceNow Add-Ins for Office > Office Add-in Manifests.
    3. Download the manifest files for CSM and ITSM.
      OptionDescription
      ServiceNow for CSM Manifest file for CSM.
      ServiceNow for ITSM Manifest file for ITSM.
    4. Click Download Manifest.
    5. Install the ServiceNow Add-in for Microsoft Outlook add-in.
      Follow the procedure in Install the ServiceNow Add-in for Microsoft Outlook.
      The ServiceNow for CSM/ITSM icon appears in the header and users can view both the CSM and ITSM tasks through it. The ServiceNow for CSM/ITSM add-in icon to create incidents, VTB tasks, or contacts.