WashU IT has officially kicked off the ServiceNow Teams Integration project implementation, with a go-live scheduled for November. This project aims to enhance IT communication and support by connecting Microsoft Teams and Microsoft 365 with ServiceNow.
As part of this integration, a new chat feature will be added to the ServiceNow portal, enabling real-time communication between customers and the Service Desk, Systems Support, and NOC Command Center agents. This chat option will complement the existing phone and email support, providing customers with the flexibility and convenience to contact WashU IT for support through their preferred channel.
End users will benefit from access to self-service options and quick support resolutions. Agents will be able to accept chat requests based on their availability, and multiple agents will be available simultaneously to assist customers. Additionally, agents can follow up with customers regarding ticket updates or post-resolution check-ins to ensure all needs are met and no further assistance is needed.
The integration will simplify communication for both customers and IT agents, supporting interactions such as Customer to Agent, Agent to Customer, and Agent to Agent. This will allow for greater efficiency in the process of handling ServiceNow tickets.
This initiative, which derives from our End-User Experience (EUX) strategy, focuses on making customers feel confident, valued, and understood by offering IT services that are transparent, seamless, and accessible.
WashU IT is taking a thoughtful change management approach to ensure a smooth implementation. We will provide thorough training for the teams affected and communicate changes to customers leading up to the November launch. Look out for updates on the project page as we move closer to the go-live date.