• Primus Corporation

Primus Corporation

CDW recently participated in a Microsoft four-day hackathon to create a proof-of-concept solution that would provide a more customized workspace and solve the problem of an overburdened IT department that uses ServiceNow as its customer relationship management (CRM) platform. How It Came Together CDW’s idea for a solution was twofold: First, we aimed to decrease the number of end users’ commonly asked questions that could be easily answered by automation, thereby freeing up the IT department to focus on more high-priority items; and second, we wanted to provide an interface for collaboration, ServiceNow functionality, document sharing and IM capabilities. CDW suggested two primary ways to achieve the goal: • Utilize the Bots and Tabs applications for collaboration • Integrate ServiceNow with Language Understanding Intelligent Service (LUIS) for a streamlined and easy-to-use workflow This solution allows IT to work more efficiently within a single user interface on the platform by utilizing Bots and Tabs. The key steps of the solution were to create a Microsoft Bot Framework bot that would run in Microsoft Teams. This bot activates when an end user wishes to open, update, close or delete a ticket. Sensenich wood propeller serial numbers. The ticket is then updated appropriately within the ServiceNow database via the ServiceNow Web application programming interface (API). There were three primary pieces to the solution: • • A tab in Teams with a dashboard to view all IT tickets for the IT support staff • MS Teams integration with ServiceNow and Microsoft Bot Framework to create a bot agent that assists the IT support staff with opening, closing, updating and listing tickets • Use the bot agent to assist the end users with checking the status of their tickets, and finding answers to frequently asked questions The Technical Details The solution relied heavily on a wide range of Microsoft technologies, as well as the ServiceNow API.