ServiceNow–Microsoft Teams Integration for Streamlined IT Service Delivery
A North American Hydrovac excavation leader faced inefficiencies in IT communication and service delivery due to fragmented platforms. CES implemented a ServiceNow–Microsoft Teams integration that enabled users to raise incidents, submit requests, access knowledge, and interact with IT directly within Teams – leading to faster resolutions, improved collaboration, and a better employee experience.
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The Challenge
Fragmented IT Communication
Disconnected Knowledge Access
the client
Hydrovac Excavation / Construction & Field Services
Technology Stack
- ServiceNow ITSM
- Microsoft Teams
- IntegrationHub
- Virtual Agent
- Power Automate
Solution Area
- ServiceNow–Microsoft Teams Integration for ITSM
the impact
35%
Faster Incident Resolution
25%
Higher Ticket Throughput
Centralized IT Communication
Improved End-User Experience
The shift was collaboration-led. The result?
Faster resolutions in the tools teams use.
The Need
IT teams were managing incidents, service requests, and knowledge across multiple disconnected platforms. Employees had to switch between tools to raise tickets, track progress, or find solutions. This slowed resolution times, reduced visibility, and added unnecessary friction for both users and support teams. The enterprise needed a way to bring IT support directly into the collaboration tool employees already used every day.
Challenges
- Disjointed IT Support Channels: Multiple platforms were used for incident reporting, requests, and updates, leading to delays and miscommunication.
- Slower Resolution Cycles: Lack of real-time collaboration between end users and IT teams increased back-and-forth and ticket aging.
- Limited Self-Service Access: Knowledge articles were not easily accessible during active work, increasing dependency on support teams.
- Rising Service Demand: Growing ticket volumes strained IT teams without process automation and centralized communication.
CES delivered a tightly integrated ServiceNow–Microsoft Teams ITSM experience built for speed, visibility, and collaboration:
Incident Management via Teams
- Users create and update incidents directly within Teams
- Real-time notifications keep users and IT informed
- Teams channel collaboration accelerates troubleshooting
Request Fulfillment inside Teams
- Employees submit hardware, software, and access requests from Teams
- ServiceNow workflows automate approvals and fulfillment
- Reduced processing time through direct routing
Knowledge Management Integration
- Knowledge articles surfaced directly inside Teams
- Employees resolve common issues without opening tickets
- Improved first-contact resolution
Virtual Agent Enablement
- Guided support for routine queries such as password resets
- Seamless escalation to live agents when required
Secure System Integration
- IntegrationHub enables real-time data exchange
- Optional Power Automate automates Teams notifications and updates
- 35% Faster Incident Resolution through direct collaboration in Teams
- 25% Higher IT Ticket Throughput due to automated workflows
- Improved Employee Experience with support inside familiar tools
- Centralized IT Communication across locations and departments
- Stronger Operational Visibility for support leadership
- Reduction in Mean Time to Resolution (MTTR)
strategic client partner
Take the Next Step
Looking to bring IT support into the tools your teams already use? Let’s design a ServiceNow–Teams integration that accelerates service delivery and simplifies support across your organization. Talk to our Strategic Client Partner.
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