Note: The Chat service offered through the ServiceNow Portal is staffed by live agents. Chat hours vary during University holidays. View upcoming holiday hours.
The ServiceNow Teams integration creates a more connected experience for end users and IT professionals, driving enterprise-wide productivity. While customers benefit from a new channel of communication with support teams, ITIL fulfillers can help support customers with WashU IT needs.
Customer Service Changes
Customer Chat Support Implementation
In addition to phone and email, this integration allows customers to contact IT for support via chat through the WashU Service Desk Portal.
How does this implementation affect ITIL Fulfillers?
ITIL fulfillers who handle ServiceNow tickets at various levels need to ensure timely and responsive customer support through their preferred method of communication.
This means ITIL fulfillers need to learn how to utilize the chat as an agent to contact customers, provide information about tickets, or follow up after the ticket is resolved to ensure no further assistance is needed.
The ServiceNow Teams integration addresses the following interactions:
- Agent to Customer – The agent (ITIL Fulfiller) initiates a chat via their workspace in ServiceNow and the chat is opened in Microsoft Teams for both the agent and the customer
- Agent to Agent – The agent (ITIL Fulfiller) initiates a chat via their workspace in ServiceNow and the chat is opened in Microsoft Teams for both of the agents
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ServiceNow Teams Integration Training Information
1. Training Sessions – Completed
Training sessions lasted 60 minutes and were offered for two weeks on various days and at different times, allowing participants to choose a session that fits their schedule.
If you were unable to attend one of the sessions, please check out the resources to view the web-based course now available via Learn@Work.
NOTE: One of the live training sessions was recorded and is linked in the Resources section of this page.
2. Training Materials
A variety of training resources, including presentations, live training recordings, and detailed guides, are available in the Teams and Service Now Integration Microsoft Teams channel created for the project and the Resources section of this webpage to ensure continued learning and assistance.
3. Office Hours – Completed
Office hours with the project team were offered through November 22, 2024.
For help, review the Resources listed below or send a message to the Hypercare Teams subchannel created for the project.
Resources
Watch the ServiceNow Teams Integration Demo
The demo is a high-level overview of the new chat functionality in ServiceNow.
Web-based Training Video – ITIL Fulfillers
This is a recording of the ITIL Fulfiller training and will provide you with an understanding of the changes that will happen with the integration between Teams and ServiceNow.
Read the ServiceNow Teams Integration Training Guide
This guide will explain how ITIL Fulfillers will interact with the Teams Integration into ServiceNow.
FAQ
This change has affected how customers contact IT for support, how our ITIL fulfillers contact each other and customers.
This implementation went live in November.
Virtual training is complete. Training sessions were offered over two weeks on various days and times so participants could choose a session to fit their schedules. If you were unable to attend, watch the recorded session linked here and in the Resources section of this page.
Send a message to the Hypercare Teams subchannel created for the project.
Training is highly recommended for all ITIL fulfillers.
Contact Us
For questions and concerns, contact Jessica Haas, the Project Manager leading this initiative.