---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/de-DE/employee-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# IT Service Management integration with Microsoft Teams and Microsoft 365

# IT Service Management integration with Microsoft Teams and Microsoft 365 {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

IT Service Management integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.

## Functionalities of the IT Service Management integration with Microsoft Teams {#sn-ms-teams__section_yj2_3jx_1yb}

The IT Service Management integration with Microsoft Teams application includes the following additional capabilities:

* Actionable notifications: For approval and comments on tickets. Users can reply on the notifications from within Microsoft Teams.
  * Approval -- for Request (single Requested Item), Change Request
  * Ticket comments: Employees are able to respond to notifications on the tickets from within Microsoft Teams: Incident, Requested Item, and Change Request.
  {#sn-ms-teams__ul_npj_rsg_zmb}
* Agents can initiate a Microsoft Teams chat with an employee from an incident, change request, or request item. Agents can then copy the chat transcript back to the ticket as a comment.
* Additional informational notifications for:
  * Incident: Resolved, Updated
  * Requested Item: Completed, Approved, Rejected, Updated
  * Approval (for all approvals other than Request (with a single requested item), and Change Request)
  {#sn-ms-teams__ul_cct_wsg_zmb}
{#sn-ms-teams__ul_xvx_4nt_ymb}  
Hinweis:  
Approvals with e-Signature are not yet supported for IT Service Management integration with Microsoft Teams.  
{#sn-ms-teams__table_lls_1hj_mnb__entry__2}

| Feature | License Requirements |
|:-|:-|
| Actionable Notifications | ITSM Pro |
| Chat - Agent to Employee/Agent to Agent | ITSM Standard or above |
| Employee Center | ITSM Standard or above |
[Tabelle : 1. Feature mapping]

{#sn-ms-teams__table_lls_1hj_mnb}

## Using the IT Service Management integration with Microsoft Teams {#sn-ms-teams__section_vny_5gx_1yb}

You must perform the following activities to integrate IT Service Management with Microsoft Teams in your ServiceNow instance:

1. [Install IT Service Management integration with Microsoft Teams application](https://www.servicenow.com/docs/3HGDqY_At6k55LDzqJjQ_A "Install the IT Service Management integration with Microsoft Teams application for the collaboration between the agents and employees.")
2. [Setting up the ServiceNow instance for Microsoft Teams integration](https://www.servicenow.com/docs/K9w4IFiWHGmbXOKhijDs1A "Set up your ServiceNow instance for the Microsoft Teams integrations.")
{#sn-ms-teams__ol_nqc_j5s_ynb}

To configure the IT Service Management integration with Microsoft Teams in your ServiceNow instance, see [Configure IT Service Management integration with Microsoft Teams](https://www.servicenow.com/docs/OaIyctEVvJnI5r9cw7~pJQ "Complete the procedures outlined to configure IT Service Management integration with Microsoft Teams.").

To manage the IT Service Management integration with Microsoft Teams in your ServiceNow instance, see [Customize IT Service Management integration with ServiceNow](https://www.servicenow.com/docs/qcdqTX8b8exlSrX6_6B9fA "Customize the features in your instance to meet your organization needs.").

To use the IT Service Management integration with Microsoft Teams in your ServiceNow instance, see [Use ITSM and HRSD integrations with Microsoft Teams](https://www.servicenow.com/docs/GNBqEKSftTD5rawqBb9ISQ "Employees and agents can collaborate to receive service and resolve issues effectively from Microsoft Teams.").
**Zugehörige Konzepte**   

* [HR Service Delivery integration with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/iroALXEj5RjwvbkxXA0ZoQ "HR Service Delivery integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.")
* [Universal Request integration with Microsoft Teams](https://www.servicenow.com/docs/eYKt5ilp4ZRUbeMSPEH5XQ "The ServiceNow Universal Request integration with Microsoft Teams application extends the ServiceNow integration with Microsoft Teams. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this application.")