ServiceNow for Microsoft Teams and Microsoft 365

  • Release version: Zurich
  • Updated November 18, 2025
  • 3 minutes to read
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    Summary of ServiceNow for Microsoft Teams and Microsoft 365

    ServiceNow for Microsoft Teams and Microsoft 365 provides seamless integration between ServiceNow and Microsoft collaboration tools, enhancing user productivity and experience. This integration enables employees to access self-service options and Virtual Agent capabilities directly within Microsoft Teams, Outlook, and the Microsoft 365 app, while also allowing agents to resolve cases more efficiently through enhanced communication and incident management features.

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    Key Features

    • Employee Experience Enhancements: Employees can view actionable notifications, interact with the Virtual Agent, and access the Employee Center portal without leaving Microsoft Teams or other Microsoft 365 applications.
    • Virtual Agent Integration: Supports full Virtual Agent capabilities for IT Service Management and HR Service Delivery, allowing conversational interactions and AI-powered search within Microsoft Teams.
    • Agent Experience Enhancements: Agents can initiate Microsoft Teams chats from tickets, import chat transcripts into incidents, and manage major incidents directly through the Major Incident Management workbench integrated with Microsoft Teams.
    • Government Cloud Support: Provides tailored integration options for Government Community Cloud - High (GCC-H) and US Department of Defense (DoD) environments, including installation of Employee Center, Virtual Agent, and request-based chat.
    • Custom Integration Capabilities: Supports development of custom integrations using Microsoft Teams Graph spoke and Communications spoke to extend functionality.
    • Universal Request Integration: Enables employees to create universal requests through Virtual Agent directly within Microsoft Teams.

    Practical Application for ServiceNow Customers

    ServiceNow customers can leverage these integrations to streamline service delivery and improve collaboration by embedding ServiceNow capabilities within familiar Microsoft platforms. This means employees benefit from quick access to service portals and Virtual Agent assistance, while agents can collaborate and manage incidents more effectively without switching contexts. Additionally, specialized support for government cloud environments ensures compliance and secure communication for regulated industries.

    Next Steps

    • Review the specific implementation guides for IT Service Management or HR Service Delivery integration with Microsoft Teams and Microsoft 365.
    • Consider upgrading from ServiceNow for Microsoft Teams to ServiceNow for Microsoft 365 to access expanded features across multiple Microsoft applications.
    • Explore custom integration options using Microsoft Teams Graph and Communications spokes to tailor functionality to your organization's needs.
    • Utilize Universal Request integration to simplify request submissions via Microsoft Teams.

    The ServiceNow integrations with Microsoft Teams and Microsoft 365 help you to create a better, more connected experience for your users. It drives productivity for the entire enterprise because employees get seamless self-service and agents can resolve their cases faster.

    Important:

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

    ServiceNow for Microsoft Teams extends the Now Virtual Agent (VA) integration with Microsoft Teams to enable employees effectively request and receive service from within Microsoft Teams.

    ServiceNow for Microsoft 365

    With ServiceNow for Microsoft 365, Employee Center is available in Microsoft Outlook and the Microsoft 365 app, in addition to Microsoft Teams.

    Table 1. Features of ServiceNow for Microsoft 365
    Objective Requirements Capabilities included

    Enhance Employee Experience by integrating ServiceNow with Microsoft Teams and Microsoft 365
    • IT Service Management Pro, or
    • IT Service Management Standard

    To implement IT Service Management integration with Microsoft Teams, see IT Service Management integration with Microsoft Teams and Microsoft 365.
    • Enables employees to view and take action on actionable notifications.
    • Access all Virtual Agent capabilities directly via Microsoft Teams.
    • Embed Employee Center within Microsoft Teams. Employees can access the portal by staying within Microsoft Teams.
    HR Service Delivery Pro for full Virtual Agent

    To implement HR Service Delivery integration with Microsoft Teams, see HR Service Delivery integration with Microsoft Teams and Microsoft 365.
    • Enable employees to view and take action on actionable notifications.
    • Access all Virtual Agent capabilities directly via Microsoft Teams.
    • Embed Employee Center within Microsoft Teams. Employees can access the portal by staying within Microsoft Teams.

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

    		 Provides users with direct access to Employee Center in Microsoft Teams, Outlook, and Microsoft 365.
    Note:
    These steps are available only for Employee Experience with the following:
    • IT Service Management for Microsoft 365
    • HR Service Delivery for Microsoft 365

    ServiceNow for Microsoft Teams

    ServiceNow for Microsoft Teams integration offers the following integrations for various use cases.
    Table 2. Features of ServiceNow for Microsoft Teams
    Objective Requirements Capabilities included
    Use ServiceNow Virtual Agent with Microsoft Teams
    • IT Service Management Pro, or
    • IT Service Management Standard, or
    • HR Service Delivery Pro for full Virtual Agent

    To implement ServiceNow Virtual Agent with Microsoft Teams, see Conversational Integration with Microsoft Teams.
    • Enable ServiceNow Virtual Agent on Microsoft Teams.
    • Supports Virtual Agent features, such as Virtual Agent designer controls for creating conversations, notifications, and AI search results.
    Enhance Agent Experience by integrating Major incident Management workbench with Microsoft Teams
    • Notify plugin
    • Major Incident Management
    • Chat to Call

    To implement the Notify connector for Microsoft Teams, see Notify connector for Microsoft Teams.

    To implement Meeting Extensions with Microsoft Teams, see Meeting Extensions for Microsoft Teams.
    • Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then import the chat transcript back to the ticket as a comment.
    • Enables agents to work and manage the major incidents from the Major Incident Management (MIM) workbench through Microsoft Teams.
    Enhance Employee and Agent experience by integrating ServiceNow with Microsoft Teams for Government Community Cloud - High (GCC-H) and US Department of Defense (DoD)

    To integrate ServiceNow with Microsoft Teams for Government Community Cloud - High (GCC-H) or US Department of Defense (DoD), see Integrating ServiceNow with Microsoft Teams for GCC-H or DoD.
    • Provides users the ability to install Employee Center with Microsoft Teams for GCC-H or DoD.
    • Install Employee Center and Virtual Agent with Microsoft Teams for GCC-H or DoD.
    • Install request-based chat with Microsoft Teams for GCC-H or DoD.
    Build Custom integrations For more information, see Microsoft Teams Graph spoke, and Microsoft Teams Communications spoke.

    Create custom integrations using Microsoft Teams Graph spoke and Microsoft Teams Communications Spoke.
    Universal Request integrations Universal Request

    To implement Universal Request integration with Microsoft Teams, see Universal Request integration with Microsoft Teams.

    		 Enables employees to create universal requests directly from Microsoft Teams, via ServiceNow Virtual Agent.