all right let's wind it down here we're a couple minutes in say thanks to Black Sabbath and thanks to Goa for the recommendation on the song to come in today so um good morning good afternoon sure if we have any good evenings but hello to everybody thanks so much for joining today's uh live on service now webinar about how to integrate multiple instances with a Microsoft tenant first webinar of the year we still need to roll through our safe Harbor notice uh just please recognize anything we talk about today that's not currently generally available represents a plan and not a promise and no purchasing decisions should be made on such forward-looking statements today's session is a part of the live on service now curated event series it's designed to connect you with service now experts and peers that can help you deploy your products and Achieve value faster we hope you'll join us again at another webinar or 360 exchange you can see the schedule by scanning the QR code in the um uh on the screen here or visiting the link in the chat which I'm dropping in there you go little bit of housekeeping uh for today's session we'll save time at the end for Q&A in the meantime please use the Q&A button on your uh on Zoom to uh submit questions along the way we' got a panel of uh experts on the line that'll be able to to help uh this presentation will be recorded and shared on the service now community and the address to the page uh where will be shared is in the chat please let me know if uh maybe you join late and don't actually see it after the event uh when you close the zoom session you'll be prompted to fill out a feedback survey as always please uh do provide your feed back let us know what you liked and what uh we could do better really helps us plan for future sessions all right so uh let's get in getting into the um our agenda a little bit more we'll we'll go through a couple of introductions now we'll do a brief overview of our solution and then we'll talk some about um setting up multiple instances in with a a single tenant uh and then we'll go through a demonstration about what a configuration might look like and and we'll finish up with our Q&A oh my um guys I just want to double check on the audio is my audio coming through okay yes we can hear you yeah okay good thanks uh okay so let's go ahead and and complete our introductions I've been doing the talking so far my name is Jeff Fox I'm a product manager here at service now been here just uh a little more than two years at this point working on our um Integrations from the IT service management perspective and I've been focused on Microsoft during that time I really love figuring out this integration and being able to talk to customers about how to get more value of it so I'm really excited for today's session really glad to be here and I'm really um pleased and and grateful to have such a great panel of uh experts on the line um goo do you mind to please introduce yourself to the audience yes of course thanks thanks Jeff uh I hope you can hear me clearly um my name is G I am um a solution architect solution consultant working for Microsoft Alliance here uh at service now I was a service now consultant this is how I started my whole career service now consultant and then I joined uh to Microsoft and now very happy to to be part of uh this joint team serving for um both of the companies happy to be here thanks a lot for the opportunity CH yeah Ragu it's your turn hey thanks CL day uh yeah I'm Ragu here um I work for the engineering team um we responsible for the Microsoft integration features um yeah here happy to help yeah thanks and y'all I got to tell you getting ready for today's call and pretty much for I can't is more than a year Ragu has been a real source of uh uh support as I've learned a lot about the integration he's he he really knows the stuff so um thanks again for for joining so let's go ahead and and move into the content a little bit and I'm actually looking here on zoom and I don't see it at the moment but if there's a way to raise your hand or to respond in the chat please let us know if you're you're uh interested in setting up multiple instances with your uh uh Microsoft tenant okay that's cool I see at least one I don't know how many I can see at a time all right oh cool I'm seeing a couple hands raised that's great so yeah that's obviously why we're here and I'm gonna try I can to okay bear with me having a little technical issue with the hand raising I guess oh oh my bad Okay so we've got a pull uh let me see if I can kick it off these a little wonky today um okay here we go apologies folks okay so here here we go you should see the poll uh at this point please take a moment to respond let us know what best describes your service now instance setup um if you have multiple instances uh or a single instance um or if you perhaps have multiple Acquisitions and then if you could uh scroll down there's a second question uh that's a bit of a true false yeah thank you both so much all right okay responses are slowing down a bit so I'm going to go ahead and uh close the poll here and share these results and I'm seeing uh very few people have very few um attendees have a single instance uh almost 80% have Dev test and prod and just under 10% have multiple entities with each with one or more instance and then in terms of mergers and Acquisitions about a quarter of the respondents uh indicate that they're going to want to be able to integrate merges and Acquisitions at least um uh for some amount of time so that's really useful to understand so in fact uh most everybody is working with multiple instances that that's great so so this should be uh I believe a useful session um let's go ahead and um with that I'm going to turn it over to goosta ghosta yes I will be talking about you know why you would need that uh integration actually uh I'm sure that you already came to this webinar to learn about it because you already sold the value so uh but in detail let's start off by uh understanding why why actually we uh prefer you know why do we have uh this integration why integrate service now uh for Microsoft so you know uh especially during the pandemic uh also it was one of the biggest challenges and we from our end uh after talking with multiple customers uh what kind of uh challenges they have one comeon theme popped up and this is uh this is what you see on the screen uh organizations are pressed to provide both so they want better experience uh with more efficiency so uh apart from that you know um almost all of them consider this their mission uh critical objective so um what do we mean by Mission critical why is it Mission critical because the proliferation of applications has created a common challenge which is to manage multiple experiences employees and also the help desk agents they have to manage multiple experiences you know they have email they have chat they have portals and this creates stress as they are constantly toggling between applications to find the right information and there are too many application sorry notifications uh coming from these different uh interfaces it is not only stressful it is also inefficient navigating to so many places for information is not exactly the good use of time so email form notifications chat for collaboration and service now for action of your workflows these experiences are not perfect sometimes information is just missed uh alog together and next slide please and um you know uh some of the re research also um support what I'm saying here 20% uh according to McKenzie report um they say that 20% of employee time is lost searching for inform information to complete tasks and workflows sorry 9 uh% of time is lost trying to reorient the task after visiting a new application Go sir sorry I had um I had a microphone problem I'm so sorry oh okay yeah I think you can handle from uh here Jeff uh I will just say this uh last piece uh 43% of employees they miss important information because uh they have too many applications open so I let you continue Jeff from here okay thanks Goa I appreciate that um this leads uh us to where the integration between service now in Microsoft comes in we strive to improve efficiency by seamlessly weaving service now in Microsoft experiences together into natural workplaces and there's a lot of benefits to this right you get uh with this seamless experience there's happier employees uh more of a singular experience uh for for both agents and employees and it increases productivity because the integration between teams and Microsoft uh Microsoft teams and service now brings notifications information and action into a single place and finally collaboration is optimized good things happen when you take worldclass collaboration software and weave it directly into worldclass workflow software and so looking at the stakeholders involved uh you know let's talk about some of the benefits of driving efficiency through the experience and you know the CIO wants to be sure they're maximizing their strategic Investments um that they've already made service owners want to be able to alert employees and quickly uh work with experts on a teams bridge for streamline collaboration to close major incidents faster agents want to be able to reach uh uh requesters and other experts within teams directly out of service now to close cases faster and employees don't want to leave their natural workspace or don't need to leave their natural workspace when it comes to requesting service finding answers or providing information to an agent they can do this All Through teams um so moving on here's a bit of a look of of what we have what what's available through the integration we've got you know the foundation at the bottom is the service now platform we have employee Center we have now assist um you know our generative AI capabilities that are baked in really across the platform at this point and we have virtual agent um and on top of all this there's so much that can be done um you know and I I I won't read through all of this but there's a ton of benefits to leveraging these uh you know the service now platform which is a a current U you know something the organization already owns as well as you know um your Microsoft infrastructure um we talk about the subscription requirements down here at the bottom you know including both the itsm or HR uh subscription as well as U integration Hub um and you can see the Bevy of capabilities that can be deployed and leveraged through the integration uh so I'll I'll talk for a couple minutes or you know talk briefly about how the integration has continued to build over over the years since it came in along with the I believe it started in the Paris release so we really are able to offer the virtual agent experience inside of teams uh you know for requesters we're also able to share employee Center I believe employee Center came out Rome and so it's now deployed in in teams as well though you could put a different portal such as your your service now service portal uh in there as well and then from an agent experience you know we were able to develop a request-based chat capability uh we had our major Incident Management and notifi connector capabilities that were uh available through the platform to send notifications to teams and to leverage teams calls and then the universal request integration with teams and I'll keep it pretty high level here service operations workspace came out soon after in the San Diego release and it was really a singular location for agents to work across multiple um product lines to work with their uh service now records and through service now you know it's part of our next uh next uh experience from a user next user experience um and uh we continue to develop capabilities around that everything that uh was built within employee Center and virtual agent uh was able to be leveraged inside of teams and so as over time as s so as service operations workspace employee Center and VA continued to develop the integration became more and more robust and then fast forward to our Vancouver release you know in the second half of last year we've got some generative AI capabilities um we were able to include AI search within employee Center um uh last year and uh we also added sidebar integration with teams which is really um you know our next collaborative chat uh experience uh that we're we're looking to drive more on and and our next webinar in a couple of weeks will focus on the sidebar integration actually uh We've also got service now on Azure and a Viva integration as well um and then you know fast forward to this Washington release the q1 release um for service now uh the it went live it goes live tomorrow right no it was last week sorry it was it was last Thursday I think um we had we included in employees Center some cool new capabilities around integrated experience and service feedback that is uh available through teams um as well as and this was a pretty big one the now assist in Virtual agent uh is available in teams so you get a lot of uh conversational capabilities and uh support without having to use nlu to develop virtual agent topics um so nowal assist Works through service catalog items and knowledge-based articles to provide conversational answers to employees it's a real big step we'll be talking about that in subsequent webinars as well sorry I am really struggling with the um interface here for Zoom I apologize you guys there we go I see that there's analysis yeah analysis is a separate license it's it's called Pro Plus and uh it is an add-on to Pro or you could get Enterprise Plus which is an add-on to an Enterprise license thanks for asking um okay so I believe what I had also seen is our next up is is another poll question let me see if I can get this launched again all right here we go so the questions are have you attempted to integrate service now with team with Microsoft teams or M365 yet if you guys could please take a look at these uh questions and provide your responses that would be great um and then if you have attempted the conf uh the integration what configuration did you um did you use and you know we have our pre-published app which is the single instance to a single tenant and then you can use a self-configured app and you could either connect it with a single instance to a single tenant or leverage it for multiple instances so uh curious to see what folks have been doing so far okay all right I'm going to go ahead and end the poll here thanks to everybody for uh joining and I'm going to share these results so we're seeing less than 10% have not attempted it uh 34% are in planning 15% tried but did not were not successful and then another 34% were successful and 10% aren't sure so that's pretty helpful I'm glad to see that there's so much effort and and planning going into it and hopefully we can get uh everybody into the yes successful category um soon so and if you were yes what's your integration like almost 40% leveraging the pre-published app uh and then self-configured for another combined almost 30 and then 30 plus aren't really sure so that's uh that's fantastic thanks you thank you folks for um U participating in the polls all right Ragu over to you hey thanks Jeff uh yeah when we see the poll we understand that U some of you are not sure yet you know what type of integration you need so um there are um like you saw in the poll there are two ways you can configure is pre-published the first option that you see single instance to single tenant which is um driven by a proxy that you see in the picture below uh from service envirment we go to proxy and then hit the pre-publish tab um and then we are able to communicate with Microsoft teams so basically um that's the pre-published flow and then we also have another flavor of uh configuration that is multiple instance to a tenant so what what really goes through that um configuration is that you have only one ten but you have a prod you have a Dev and you have test lower instances that you want to configure and then test test your changes or um the features um that the support via the second configuration helps you achieve that uh what it does is from uh service non envirment you um in in the Microsoft ENT ID you create the custom applications um which which will um point to a a service now instance that way the communication happens between one instance and one um one application in the turn so like is you can have multiple custom applications which can help you um point to different instances that way you will be able to use uh the application um in different inst instances though you have only one tenant to work with um we have uh certain recommendation that you know you you need to before starting you need to identify what are your uh uh pain points and priorities in order to you know use this feature right um suppose you don't have an integration yet so you can look at um how je how Jeff Define that you know you don't have to go to multiple places and you have single app where you where the employee is able to U use the collaborative tool and then as well as uh with the employee Center um so the the way the way we have designed this also is is is flexible and it can scale uh for multiple users so um at an architecture level um we are taking care of of um integrating teams and service no instance uh for for you to leverage the employee Center within teams um yeah I hope I I hope I conveyed uh the integration options um post your questions in case you have you need more details yeah thanks yeah appreciate that okay so yeah I hope hope this helped um let's go ahead and it's time to get into the demo so we're just a little bit less than halfway through our session the demo should take maybe 20 minutes and then uh we'll spend the rest of the time on Q&A so I'm going to start out showing you guys um I'm pretty proud of this actually so I've got this teams tenant uh teams um opened uh as an administrator of a tenant and you can see here I've got this teams app 49 42925 snow this is just a name I put together and you can see we're we're looking at employee Center Pro now and we've got our chat capability it's online it's working at the same time in the same uh tenant we have a second service Now self-configured application it is also working has the chat set up and it has employees Center uh available as well um I'm not sure which one of these is which so it's going to take a second to load but this is if you can imagine from your perspective if you've got Devon test and and prod you could have these two instances or you could have more uh they could show up and you could see them in your um in your tenant uh you know within your own Microsoft teams uh setup and uh in addition to this I'm going to go ahead and just bounce into Outlook and I'm showing the 4496 setup for employee Center and then this is the other one showing in Microsoft 365 and obviously your users can be using whatever other application or they could be in their email and still get to service now and leverage all the capabilities that you've already put together uh within your within your um setup you know which includes all the goodness of employees Center I was just noticing today that this administrator has approvals to deal with and that can be done right here uh you know it's got its own AI search it's got company news uh links to apps so you don't have to go anywhere and you can find exactly what you need uh including setting up an incident or anything like that so pretty powerful here but I I was just really tickled to get this set up and to me when we talk about having Dev test and prod this may be similar to the configuration that you'd like to see um so how did we do it well first I'm going to go back in here I'm in this 4496 and these instances are set up with demo data for internal service now folks so they've got you know uh employee Center and virtual agent are all configured and this is what I really wanted to see in the integration and so this and I think this is what we we showed in the in the live view just now so so how do we do it um we're going to start by looking uh creating a custom application inside of the Microsoft intra ID and and I'm really going to step through a series of I'm gonna I'm going to point to a handful of documents within the service now um uh docs and the first one is right here I'm going to share this with everybody and again this is uh relatively limited to working with virtual agent and employees Center there's additional capabilities that are out of scope for today but the the first real piece that we're going to start to look at is um the Azure uh application that's going to be used to authenticate um uh users to access employee Center and teams and uh you know at this point guys let's uh we're going to hold questions until we get to the end unless you're the Q&A um so what we did and this is where you're going to need your Microsoft um uh uh administrator or teams administrator to help and the steps that we're really going to go through are are listed here and they include creating an application in the intra ID configuring its authentication for Azure so that service now users can access via the web set the API permissions for Microsoft graph to access the self-configured app on behalf of the the user that's a delegated permission and then we're going to scope the app to provide the least privilege uh the minimum permission for service now in teams Outlook in M365 and then finally We'll add the client applications that can Surface this custom application um in this case it's the web and mobile versions of teams Outlook in M365 so this is a you know relatively lengthy note that's got several steps uh to go through but I'm going to go ahead and and take you into my uh developer tenant um and just to start from the beginning this is what your your Microsoft admin might see right so they're going to go into manage their Microsoft intro ID this used to be Azure there's uh a lot that's in here you can see the tenant ID which will be uh important for us but where we really get into to work with the self um configured apps is to go into app registrations you can see the owned applications here there's none but when I look into all applications we can see the four apps that I created to deliver the integration that we saw earlier and I'm going to start out in this 4 5496 tenant with this snow off app and I call it o because it's used to authenticate the users just as we saw in the uh Tech Noe and you go through a series of uh authentication steps where you uh you know enter in various pieces of information about your uh service now instance you go through the API permissions you provide the permissions need for uh the app to get to be surfaced for the user you expose the app and these are the client IDs uh that we added I guess we had to put in some information to access the uh the instance and then all the different client IDs and these represent I'm not sure which one is which but this is the Outlook desktop client the Outlook mobile client the teams mobile client teams app and then M365 there's seven in total and this is what really allows us to work in um these different surfaces you know be them on uh mobile or or uh the different M365 applications uh so we went through all of that and um then we had our our authentication app and this is uh part of what's going to be uh used to house employee Center inside of teams um and again once this is done you can go into the overview tab of your tenant and look in the all uh into app registrations and look into all applications to actually find them um okay next we still need our um Microsoft teams uh or or Microsoft administrator to turn on um to integrate virtual agent and whether you're using virtual agent light regular virtual agent or Now assistant virtual agent it all works the same um and the doc that we are going to reference uh now is called integrating mult multiple service now instances with a single Microsoft teams tenant and I'm going to drop this in the chat um and let's see here I think I have one right here so integrating multiple instances in a teams tenant so this is really around the platform capabilities so this is really specific to Virtual agent it's got a handful of highlevel steps but what we really need to get into is to create a bot in teams and here it'll take you in into teams where you need to uh create a bot so let's look at how that works again we're back inside of teams we're going to go into this developer portal there's a couple different ways that your Microsoft admin can do this but you're going to go into tools into bot management and I've created as you'll see two Bots here and they each have their own ID and these will be referenced within service now to serve up virtual agent inside of teams and when I went to configure this I put in the inpoint address address with a bit of a ending uh configuration that's provided in the documents and then I had to generate a client secret um which you need to copy down right when it's done because you can't access it after it's created um and and that's really all that was done and and so I set up one of these Bots um once that's done it's time to get to work in service now and I'm going to show you another note around integrating your self-configured Bot with a teams instance um which I believe is this note right below creating a bot so create a self-configured bot and here we're going to go into the conversational interfaces settings under channels and Integrations so let's take a look at that um so again if you go into your Navigator and you go into conversational interfaces and into settings uh it'll bring you somewhere into here and we're going to go into channels and Integrations um now when I first started this you can see that I've got a teams integration that's set up at first it was here and there was an option to uh set set it up but a as it is now we're going to go into manage and you would this is where you as an administrator would go to uh integrate with the self-configured bot uh you can see that my bot ID I think this may actually be tenant ID that's listed is is here um but once you click on it there's just a handful of fields to come in and inent right you name your Bot I don't believe it matters what you name it here you add the tenant ID from Azure and the bot ID that we just created in teams as along with your client secret and once that's done it integrates the virtual agent with teams um so that's great and from that point see here done conversational interfaces we are going to to create and download the Manifest file um in teams and if you've been a part of any of our prior and this is this note if you've been a part of any of our prior um calls you may be familiar with the Manifest generation process and this is what the Manifest look like for this uh instance uh I started out with version 101 and I just named it service now for Microsoft 365 and then I named it snow and then I got a little bit smarter and this is I believe a tip to start to make it so that you can tell your different applications apart so that's why I started to name it according to the uh name of the instance to the number inside of this instance but for you it may be worth it to may be a good idea to talk about you know name it Dev name it test name it prod um or whatever you want your production bot to be named and as we go in here there's a couple of differences so I'm going to uh mimic a new manifest that will hopefully be uh instructive to see um oh man so I think I called this snow uh 4549 six and it's version 1.1 at this point uh I think that this bot also uh had a couple of um had some customization I don't know if you you guys noticed it but uh I've got this uh little customization that I'm going to add in here and it's just this easy and Mark that is done I'm not going to actually upload this one so I don't have to do it but this is how you would uh make it happen Okay so we're going to click next on this and then here is where we're going to find this part was pretty cool so we're going to connect to multiple service now instances on your teams tenant if you connect to a single tenant and is going to go through the now um virtual agent application um through the proxy so if you don't want to do that and you want to leverage the bot that we just created you have to go this route if you hadn't done this first as is as we're guiding today you could configure click virtual agent and set up the connection at that point but you would still need to follow the directions to set up the bot and teams and then connect it to service now and so because we already did that first it was here and ready to go and then uh this is where I think it's the most uh different um we have uh you know the tabs to be checked and this is pretty crucial we have the app ID app client ID this is going to go back to the ID for our authentication app and it's pretty straightforward you're going to need to have it if you don't have access into the Azure tenant you're going to need to make sure that you this is provided for you in a clear way so that you can put the right IDs with the right um uh tenant so here I would uh add in this ID and then I'm looking for the tenant ID which is also posted in the same location so I'm going to bounce back and this is really the crucial part of making sure that you are combining the right um IDs so that you have in this configure tab this is really speaking to what's happening with employee Center and the tab structure within the app when we were back on the virtual agent tab that was all around configuring virtual agent and there wasn't a whole lot to mess up on that one um so believe we have everything done correctly and once this is done we would simply download the Manifest and then go into our teams uh teams admin console here right so I'm in admin. team.of.the 109 now if I was to upload this one what the heck I might as well try it nothing like a little roll of the dice on a oh I didn't download it so I guess I won't do it but uh it's pretty straightforward once you have uh the process down to to get this uh um uploaded into your team's admin Center and then you know lo and behold uh sorry I should go back and just for uh the benefit of showing how to get these in on the left rail your team's admin most likely will know about how to leverage this but we're going to go into these policies and I'm going to go back when you talk about exposing these different applications to different audiences using policies is is uh uh the advisable way to get this done you may need to create some different ones for people who have access to your Dev have access to test and then for prod you may be leveraging your Global setup but what we really did here was I added to the pinned apps these two apps and so you can see they're they're listed here in positions two and three and that's what we see reflected here when we go into teams um so we've gone through how to create the authen in this demo we looked at uh setting up a bot on the entra ID tenant to host within teams we reviewed the creation of a bot in teams to connect with virtual agent we then integrated the bot with virtual agent uh and finally we showed how to create a manifest to put the self-configured app into teams and we showed where to go and upload it um there is documentation that uh there's a couple different ways to actually do that um but uh the way that we showed it I think is is what would be most advised so thank you for following along and with that I think the uh that concludes the demo it was a little faster than I had expected so got plenty of time for questions uh Ragu Goa do you guys have any uh questions you want to highlight there is one question Jeff um the self-configured app uh does it support sidebar as well as a major incident I think yeah the MIM U plug-in so uh it is the piece where we would need your expertise yeah absolutely so we didn't include that in the scope for today's discussion we really just looked at putting the apps inside of teams but these capabilities are all supported with the self-configured app um and if I go to look uh I haven't really dug into this too much but we are so we're within the uh employee experience section uh or no this is all around setup but uh yeah employee Center integrating employee experience and this would and those items would be uh more in the agent experience but they do definitely both integrate so all those capabilities are still available let me see if I can find one of these notes to put together well here's the configuring for the agent experience and this has instructions on notify but um the sidebar uh integration I'm actually not certain that it's not in here but again uh I I'll I'll see if I can find some of that documentation and share it any other questions say we answered that one live oh my I hope this was useful um I have to say after going through the pre-published app many times going with the self-configured app took a little bit of uh trial and error but uh ultimately I was pretty pleased with the results and I hope that this is something that um the audience finds useful in terms of uh being able to uh work with the integration across multiple instances Ragu did you have anything to add or clarify from the demo no Jeff it look perfect okay if there are no other questions I really appreciate the audience uh sticking with us for the session today and uh for all the questions um again this video will be posted uh to the page that was referenced earlier and we look forward to join to having you join us on the next one our next session is uh two weeks out two weeks from today on the sidebar integration with Microsoft teams we'll also be talking more about now assist and we'll be getting more into the agent experience in that session showing how um the content from a chat can be added into the is added into case notes and leverag to provide uh for generative AI to provide a summary of the of a chat of the case of the resolution notes Etc so a lot of powerful stuff in that next session coming up it's going to be on the I believe the 21st um thank you so much for joining