Project Summary
The ServiceNow Teams Integration project, scheduled to go live in November, enhances communication and support by seamlessly connecting Microsoft Teams and Microsoft 365 with ServiceNow. This integration creates a more connected experience for end users and IT professionals, driving enterprise-wide productivity. Along with phone and email support, customers will now have the ability to reach IT via chat directly through the ServiceNow portal. This allows the university community to access self-service options effortlessly, while IT teams can resolve cases more efficiently.
Customer Service Changes
Customer Chat Support Implementation: Service Desk, Systems Support, and Command Center agents can efficiently go to the Service Operations workspace in ServiceNow and set their availability for interacting with customers. As chat requests come in, agents can accept them based on their availability status, ensuring timely and responsive customer support. In addition, agents can contact customers with questions, provide information about a ticket, or follow up after the ticket is resolved to ensure no further assistance is needed. This streamlined process allows agents to handle inquiries with flexibility and efficiency.
The ServiceNow Teams integration addresses the following interactions:
- Customer to Agent
- Agent to Customer
- Agent to Agent
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ServiceNow Teams Integration Training Information
Before Implementation
Training will primarily address the two following groups:
- Group 1: Service Desk, Systems Support, and Command Center
- Group 2: ITIL Fulfillers
Training is scheduled to begin in October. Both groups will receive detailed communication about training opportunities. Additionally, a training schedule will also be posted and updated on this page.
Customers will also be informed about the changes and provided with instructional resources to guide them on how to engage with IT via chat through the ServiceNow portal.
After Implementation
In addition to formal training sessions prior to implementation, open office hours with the project team will be available afterward for ongoing support. A variety of training resources, including presentations, live training recordings, and detailed guides, will also be accessible to ensure continued learning and assistance.
FAQ
This change affects how customers contact IT for support, how our IT agents contact each other and customer.
This implementation will go live in November. Training will happen over the course of two weeks before going live.
You will soon receive communications inviting you to join a training session. Please be on the lookout for any messages regarding the ServiceNow Teams Integration project.
You can join one of the after-implementation office hours or send a message to the hypercare Teams channel created for the project.
Training is required for all Service Desk, Systems Support, Command Center, and ITIL Fulfiller individuals.
Contact Us
For questions and concerns, contact Jessica Haas, the Project Manager leading this initiative.