ServiceNow on Thursday introduced the common availability of workflows embedded right inside of Microsoft Groups. The built-in abilities — now accessible to any buyers working with the Paris launch or later on — enable HR and IT teams making use of ServiceNow to collaborate and to resolve problems right in Groups.
The integrations match in with ServiceNow’s ongoing evolution from a business that permits IT service management to 1 that allows organization workflows. Component of that, reported Matt Schvimmer, SVP and GM of ServiceNow’s ITSM organization, is figuring out “how do we interact with staff inside the context of their day-to-day do the job.”
Even though sure elements of Microsoft’s portfolio overlap with ServiceNow’s choices, “they definitely possess employee collaboration,” Schvimmer explained to ZDNet. “We want to very own the unit of work, how that get the job done flows, how it really is managed… Our employee workflow, their staff collaboration — which is a solid mixture.”
The freshly-built-in abilities incorporate Chat-to-Get in touch with, making it possible for brokers to invite an staff to a Teams connect with specifically from a stay chat. It enables video calling and display sharing, so brokers can resolve issues quickly.
Buyers can also acquire advantage of Major Incident Administration, so that groups can quickly arrive collectively to tackle group-large problems. This ability contains Conference Extensions, permitting agents to share key details from the Now System straight into a Teams assembly.
The very first embedded workflows ended up rolled out in beta in September, soon after ServiceNow and Microsoft jointly made the integrated get the job done expertise.
As companies past calendar year responded to the pandemic with remote, dispersed groups, it underscored the significance of “conference employees where they are,” Schvimmer claimed. As proof of that, ServiceNow claims virtual agent deployments enhanced 300 percent in 2020, while self-provider utilization by staff members grew 1500 p.c.