CASE STUDY
MS Teams And ServiceNow Virtual Agent Integration For Leading Retailer

Industry | Retail

Technology | ServiceNow

Location | United States

servicenow logo
The client is a leading retail and supermarket chain, sought to enhance its IT service management (ITSM) operations by integrating Microsoft Teams (MS Teams) with ServiceNow Virtual Agent. The objective was to improve incident resolution efficiency, streamline service requests, and enhance user experience through automation and omnichannel accessibility.

    By downloading this content, you are agreeing to receive communications from Royal Cyber, including our Insights newsletter.

    [recaptcha]

    Challenges

    MS Teams and ServiceNow needed to exchange data efficiently without delays.

    Managing secure authentication between MS Teams and ServiceNow.

    Employees required training on using the integrated system.

    Lacked ITSM functions through MS Teams, making it a single layer of engagement for users.

    Key Outcomes
    Increased efficiency

    Enabling users to manage IT requests directly within MS Teams.

    Improved user satisfaction

    more intuitive ITSM interface and self-service options

    Solutions

    Implemented an API-driven approach with automated workflows and real-time updates.

    Single Sign-On (SSO) authentication was enabled for seamless user access.

    Conducted workshops, created user manuals, and provided hypercare support post-go-live.

    Enhanced incident management which enabled users to report IT incidents directly via MS Teams

    What Customers Say about Royal Cyber

    This is a great new addition that integrates Microsoft Teams and ServiceNow for creation of incidents, Status update through Teams. Compared to Traditional way of doing integration in ServiceNow, this is by far a lot easier and faster way to achieve these.

    Client
    Tina Duval

    Director of IT & Communications

    30% reduction

    Incident Resolution Time

    Audience

    • Executives, CTOs, Director
    • IT Consultants
    • Business Analysts
    • Project Managers
    • IT Project Coordinators
    • Architects and Specialists
    Related Case Studies
    Enhancing-servicenow-service-catalog-and-incident-management-for-leading-hospitality-chain-case-study-thumbnail
    Improving-Asset-management-with-servicenow-case-study-thumbnail