If you're using both ServiceNow and Microsoft 365, your employees live in two worlds. They manage workflows in ServiceNow. They communicate in Teams, schedule in Outlook, and write in Word. AI agents in each system don't talk to each other. Work gets stuck at the boundary between platforms.
On November 18, 2025, ServiceNow and Microsoft announced integrations that eliminate that boundary. Now your AI agents can work across both platforms, meeting people where they actually work instead of forcing them to jump between systems.
If you're already a joint customer, this changes how you deploy AI across your organization.
Source: ServiceNow press release, November 18, 2025 announced at Microsoft Ignite
What You Can Actually Do Now
The integration delivers three practical capabilities for organizations using both platforms:
Work from Microsoft 365, Trigger ServiceNow Actions
ServiceNow's Now Assist will integrate with Microsoft Agent 365, connecting Word, Outlook, and Teams directly to ServiceNow workflows. An employee writing in Word can trigger a ServiceNow workflow without leaving the document. Someone in Teams can complete tasks that update ServiceNow records. Everything happens where people already work.
According to ServiceNow, these AI teammates operate with enterprise identity and data permissions. This means they respect your existing security model—no new authentication systems to manage.
Developers Work Without Context Switching
ServiceNow Build Agent now integrates with GitHub through GitHub's Model Context Protocol. Developers can access GitHub issues, pull requests, and discussions directly from ServiceNow workflows. They can automate repetitive tasks without switching between systems.
This addresses a real productivity drain. Developers currently toggle between business workflows in ServiceNow and code repositories in GitHub. The integration eliminates that context switch.
See All Your AI Agents in One Place
ServiceNow's AI Control Tower integrates with Microsoft Foundry and Copilot Studio. Organizations can see all agents running across both platforms in a single dashboard. The system automatically discovers agents built in Microsoft tools and brings them into ServiceNow's management system.
ServiceNow's Configuration Management Database provides continuous visibility across systems, showing which agents exist, what they access, and how they perform. The AI Control Tower Value Dashboard monitors adoption, performance, and ROI.
The Business Value for Joint Customers
If you're already paying for both ServiceNow and Microsoft, this integration delivers several immediate benefits:
Fewer Manual Handoffs
When someone schedules a meeting in Outlook that requires a ServiceNow workflow, that workflow can trigger automatically. When a Teams conversation identifies an issue, it can create a ServiceNow ticket without manual data entry. These eliminations of manual steps add up quickly across an organization.
Single Source of Truth
Currently, organizations track AI agents separately in each platform. Some live in Copilot Studio, others in ServiceNow, more in third-party tools. The integration provides one place to see everything. This matters for compliance, security reviews, and understanding what AI is actually doing in your organization.
Faster Development Cycles
Developers spend significant time switching contexts between business requirements and code. When ServiceNow workflows and GitHub repositories connect directly, development moves faster. Changes in requirements flow to code faster. Updates in code connect back to business workflows automatically.
Better ROI Visibility
The AI Control Tower Value Dashboard measures impact across both platforms. Organizations can see which agents deliver results and which don't. This helps justify AI investments and identify where to deploy more resources.
Reduced Training Time
Employees don't need to learn new interfaces. AI capabilities come to them in the tools they already use daily—Word, Teams, Outlook. This reduces change management burden and speeds adoption.
What ServiceNow and Microsoft Said
Jon Sigler, ServiceNow's executive vice president and general manager of AI Platform, stated: "By seamlessly connecting agentic orchestration and governance across ServiceNow and Microsoft, we're giving organizations the power to manage and monitor intelligent agents that deliver real work and real impact—safely and at scale. This is how we move from isolated AI experiences to enterprise-wide automation."
Nirav Shah, corporate vice president of Microsoft Agent 365, said: "Agent 365 gives organizations a simple, secure way to bring agents under control, extending the same infrastructure, apps, and protections they already trust for users. Through this integration with ServiceNow, customers can accelerate and scale their AI transformation while staying safe."
Who Benefits Most
Large enterprises using both platforms that have been running them as separate ecosystems. The integration turns two separate AI investments into one connected system.
Organizations with Microsoft 365 E5 licenses and ServiceNow contracts already paying for AI capabilities in both platforms but not getting full value because they don't connect.
IT departments managing multiple AI deployments across different tools who need unified visibility and control.
Development teams that use ServiceNow for project management and GitHub for code who currently waste time switching between them.
Compliance and security teams in regulated industries who need to demonstrate control over AI systems operating across their enterprise.
The Partnership Context
ServiceNow and Microsoft have worked together for years. ServiceNow was recognized as Microsoft's Partner of the Year for ISV Innovation. The companies previously integrated ServiceNow Now Assist with Microsoft 365 Copilot.
This announcement extends that partnership into deeper integration across AI orchestration and governance. Rather than building competing AI platforms, the companies are focusing on interoperability.
When You Get This
According to ServiceNow, these integrations are expected to be generally available by the end of 2025. That means joint customers could start deploying these capabilities within weeks.
The integrations will be available to organizations using ServiceNow's AI Platform and Microsoft's enterprise tools including Microsoft 365, Copilot Studio, and Microsoft Foundry.
What to Consider
If you're a joint customer, here's what this changes:
Current State: You have AI capabilities in both platforms that don't talk to each other. Employees switch between systems. Developers toggle contexts. Management has separate dashboards for each platform.
Future State: AI agents work across boundaries. Employees stay in familiar tools. Developers maintain flow. Management sees unified metrics.
The business case depends on how much friction currently exists at the ServiceNow-Microsoft boundary in your organization. If your teams constantly switch between platforms, this integration removes significant productivity drag.
The governance and visibility components matter most for regulated industries or organizations with strict compliance requirements. If you need to demonstrate control over AI systems, having everything in one dashboard simplifies audits.
The Bigger Picture
This announcement represents a shift in enterprise software strategy. Instead of building closed AI ecosystems, major vendors are choosing interoperability. ServiceNow and Microsoft could have competed on AI capabilities. They chose to integrate instead.
For customers, this means AI investments in one platform don't lock you out of another. Your ServiceNow workflows can trigger Microsoft actions. Your Microsoft agents can update ServiceNow records. The platforms cooperate rather than compete for your AI workloads.
This integration delivers the most value to organizations that have already invested in both platforms and want those investments to work together. If you're only using one platform, the announcement doesn't change much. If you're using both, it eliminates a significant integration gap.
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