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ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Exploring ServiceNow for Microsoft 365

The ServiceNow® for Microsoft Teams or Microsoft 365 applications extend the integration of the application to different business units. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this integration.

ServiceNow for Microsoft Teams is available with IT Service Management, HR Service Delivery, Universal Request. It is also supported for various Agent experience platforms, like Meeting Extensions.

ServiceNow for Microsoft 365 is available with IT Service Management and HR Service Delivery.

Important:

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

ServiceNow for Microsoft 365 integrations

ServiceNow for Microsoft 365 integration features are as follows:

  • Allows agents and employees to collaborate to resolve a ticket.
  • Enables agents to initiate a Microsoft Teams chat with an employee from a task record.
  • Enables agents to import the Microsoft Teams chat transcript back to the task record as a comment.

  • Enables employees with specific permissions to view Microsoft Teams chat from a task record.

  • Explore Microsoft Teams and Microsoft 365 integration for Employee Experience
    Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams or Microsoft 365. Employees can interact with the agents from within Microsoft Teams or Microsoft 365 to resolve their issues.

  • Explore Microsoft Teams integration for Agent Experience
    Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams.

Parent Topic:ServiceNow for Microsoft Teams and Microsoft 365