IT Service Management integration with Microsoft Teams and Microsoft 365

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

    • 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

    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.
    • 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)
    Note:
    Approvals with e-Signature are not yet supported for IT Service Management integration with Microsoft Teams.
    Table 1. Feature mapping
    Feature License Requirements
    Actionable Notifications ITSM Pro
    Chat - Agent to Employee/Agent to Agent ITSM Standard or above
    Employee Center ITSM Standard or above

    Using the IT Service Management integration with Microsoft Teams

    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
    2. Setting up the ServiceNow instance for Microsoft Teams integration

    To configure the IT Service Management integration with Microsoft Teams in your ServiceNow instance, see 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.

    To use the IT Service Management integration with Microsoft Teams in your ServiceNow instance, see Use ITSM and HRSD integrations with Microsoft Teams.