Whether it is IT, customer, creator, or employee workflows, businesses require great workflows that can connect people, functions, and systems across the organization. For the numerous processes and umpteen workflows – ServiceNow is the best fit solution to manage all these digital workflows. With ServiceNow, you can unleash the power of IT, elevate the employee experience, and drive customer loyalty.
Although it works phenomenally for IT service management and enterprise workflows, your employees cannot collaborate using the ServiceNow platform. They ought to switch to a new platform for collaboration and that quite evidently eats up productivity. So, what’s the feasible solution?
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When ServiceNow is the leading player in IT service management, Microsoft Teams is the leader in the collaboration field. When you integrate ServiceNow and Microsoft Teams, you can improve automation, reduce manual tasks, streamline your workflows, and enhance your business connectivity and productivity.
Benefits of ServiceNow and Microsoft Teams integration for businesses
Here are the benefits that businesses can reap with this integration.
- Reduce the time spent on switching platforms for collaboration and workflow management.
- Increase the visibility for the tickets/requests raised and for communicating it effectively.
- Automate the task of recording the activities and maintaining the ticket description and its history.
- Focus on complex work based on priority.
- Resolve and close tickets faster.
- Create a significant impact on service desks’ productivity and enhance employee experience.
ServiceNow and Teams integration – A game-changer!
Allowing users to open the tickets within Teams is much easier and more effective for all. The agents can chat with the employee, raise requests, update requests and close it while attaching the history to the ticket as a record for further use.
Agents can use this to push complex incidents and their updates to stakeholders. They can also get into a direct chat with the employees from the request or the incident. You can conduct meetings, chat, collaborate and resolve with this integration without changing the platform.
When you have ServiceNow embedded in Microsoft Teams, you can collaborate and resolve issues faster directly from the Teams itself. With this integration, you can build automated conversations that can help you fetch information on tickets whenever required. You can address the incidents, communicate the event instantly and resolve it as early as possible.
Here’s how the ServiceNow and Teams integration work!
We make the predefined API for ServiceNow interact with the Graph API in MS Teams. When a ticket is raised, we fetch the description and display it in Teams. A channel and a team are created for every ticket. All the respective members are added to the teams for collaborating and working on the ticket resolution. Once the ticket is resolved, the chat is converted into an HTML file, converted into a pdf, and saved as an attachment to the particular incident in the ServiceNow portal. Finally, the ticket is closed. The team chat and channels are archived when the tickets are closed and saved for further use.
You can either have a single shared group channel with all the IT team and development team in this particular channel or you can have a per-incident channel where you create a separate channel for each incident. If you think you should be maintaining the privacy and cannot share the incidents with all the members of the channel, you can create a private channel and add only the relevant members to it.
Well, if your organization utilizes both ServiceNow and Microsoft Teams, you can perform this integration and improve productivity, increasing the ROI and efficiency of the business. You can also enhance the employee experience by automating redundant tasks, maintaining transparency, and resolving tickets faster. This integration will be worth your investment!
