ServiceNow announced a new development in its partnership with Microsoft, as the company reveals it is embedding native workflows in Teams for self-service, case resolution, and service agent collaboration. This announcement comes after Microsoft’s Ignite virtual conference, where the tech giant announced a slew of new products and services.
ServiceNow is adding a Process Automation Designer tool to its App Engine platform for building applications on its platform. Additionally, IT teams will be able to use that tool to create workflows spanning ITSM and DevOps processes. ServiceNow also announced enhancements to its Flow Designer and IntegrationHub tools to simplify the building of workflows, and unlocked a Source Control function across its application portfolio.
This update will be powered by ServiceNow’s new Now Platform, which is also being called the “Paris release.” With editions for telecommunications and financial services as well as workflows for business continuity, the Now Platform also offers hardware asset management and legal services delivery.
The Paris release features include machine learning tools with Intelligence for HR Service Delivery, HR Agent Workspace and Campaign Builder, as well as customer service updates, new IT Management features, and no-code playbooks with Process Automation Designer.
“The ServiceNow advantage has always been one architecture, one data model and one born-in-the-cloud platform that delivers workflows companies need and great experiences employees and customers expect,” said CJ Desai, Chief Product Officer at ServiceNow. “The Now Platform Paris release provides smart experiences powered by AI, resilient operations, and the ability to optimize spend. Together, they will provide businesses with the agility they need to help them thrive in the COVID economy.”
The company has experienced strong growth despite the global pandemic, as the outbreak accelerates digital transformation. The new capabilities will provide employee support in Microsoft Teams, who will be able to submit requests, receive updates on in-progress requests, take action on notifications, chat with virtual agents for automated assistance, and connect with live agents when virtual agents cannot assist within Teams.
It will also provide new agent capabilities, for those who spend most of their time in IT Service Management but benefit from the collaboration functionality of Teams. Agents will now be able to engage with peers directly through Teams, send push notifications about incidents to business stakeholders, and directly chat with employees.