Enterprise organizations are integrating ServiceNow with Microsoft Teams to streamline IT service management and employee support workflows. Microsoft itself uses this integration for internal customer support, demonstrating the solution’s viability at scale. During the first year of implementation, virtual agent usage doubled, with nearly 50 percent of virtual-agent initiated issues resolved without human intervention.
The integration delivers measurable performance improvements. Incident resolution improved by 35 percent through direct collaboration within Teams, while IT ticket throughput increased by 25 percent due to automated workflows. Mean Time to Resolution experienced measurable reduction across implementing organizations. CES Ltd deployed the ServiceNow-Microsoft Teams integration for a hydrovac excavation and construction company with documented results, proving the solution works beyond technology companies.
You can implement this integration through official ServiceNow Store apps, including “IT Service Management integration with Microsoft 365” and “HR Service Delivery integration with Microsoft 365.” The Conversational Integration with Microsoft Teams plugin must be enabled in your ServiceNow instance for chat and bot features. IntegrationHub enables real-time data exchange between systems, while Power Automate optionally automates Teams notifications and updates. A single ServiceNow instance connects to one Microsoft Azure Tenant, though self-configured options exist for multiple instances. Many organizations choose Integration Platform as a Service to simplify connectors and transformations during deployment.
The partnership between Microsoft and ServiceNow focuses on accelerating digital transformation for enterprise customers. ServiceNow announced integrations with Microsoft Agent 365 for seamless agentic AI orchestration and governance, with capabilities expected to be mostly available by the end of 2025. This strategic framework aims to connect copilots, agents, and data across Microsoft 365 and the ServiceNow AI Platform.
Employees submit hardware, software, and access requests directly from Teams, with ServiceNow workflows automating approvals and fulfillment. Users create and update incidents within Teams with real-time notifications keeping all parties informed. Support teams respond with full ticket context directly inside Teams, eliminating context switching. Enterprise customers across multiple industries actively adopt the integrated solution for IT Service Management and HR Service Delivery, standardizing service consistency across their organizations. The integration brings service workflows into the primary collaboration hub where employees already work daily. Microsoft’s Global Helpdesk supports employees across more than 120 countries and regions, processing approximately 3,000 support requests per day.
