Home/Connect/ServiceNow Now Assist × Microsoft 365
The agent
The system

Make ServiceNow Now Assist act in Microsoft 365 — safely

Now Assist drafts the resolution and routes the request — Upware carries the actual action into Outlook, Teams, or SharePoint with a full audit trail and no brittle custom integration.

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Governed by policy & RBAC Full audit trail Outbound-only on-prem bridge No rip-and-replace
The gap

ServiceNow Now Assist stops at the Microsoft 365 boundary

Now Assist orchestrates inside ServiceNow well, but fulfilling a request usually means acting in HR, finance, or CRM systems it can only reach through brittle integrations.

Three ways to close it

Only one is governed

ServiceNow Now Assist alone
Acts in Microsoft 365No
Governedn/a
Auditedn/a
Custom API glue
Acts in Microsoft 365Sort of
GovernedYou build it
AuditedYou build it
ServiceNow Now Assist + Upware
Acts in Microsoft 365Yes
GovernedPolicy + RBAC
AuditedEvery action
In practice

From IT ticket to Teams message, governed

A new hire submits an onboarding request through ServiceNow. Now Assist recognizes the pattern, classifies the request, and drafts a provisioning summary. Upware picks up from there: it reads the relevant SharePoint onboarding checklist, sends an approved welcome message via Outlook on behalf of the HR alias, and posts a confirmation to the #new-hires Teams channel — all within DLP policy, all logged to an immutable audit trail. The hiring manager sees a completed record in ServiceNow; IT sees a governed action log in Upware. No one wrote a custom API connector to make any of it work.

The harness

AI to learn. Deterministic to execute.

Upware learns the process once and encodes it as a mostly-deterministic workflow: system interactions replay exactly, and any LLM steps are wrapped in policy, verification, and audit — so execution stays governed and drift-proof.

O
Observe & Learn
Records the real workflow once, across every system it touches.
G
Generate
Builds the API, data flow, and logic automatically — no integration project.
E
Encapsulate
Wraps it as a governed AI skill over secure MCP or API.
R
Run
Executes deterministically — RBAC, audit, and scale built in.
FAQ

Common questions

Does Upware require Microsoft 365 APIs to be configured before Now Assist can act in them?
Not necessarily. Upware learns Microsoft 365 workflows by recording desktop interactions — it can operate through the Outlook or Teams interface directly, with no pre-built API contract required. Where Graph API is available and appropriate, Upware will use it; where it isn't, it falls back to other execution paths. Either way, the action is deterministic and audited.
How does Upware enforce mail and file compliance rules when Now Assist triggers an action in Microsoft 365?
Every action Upware executes is wrapped in policy-driven controls configured by your team: which users or roles may trigger a given action, what approvals are required, and what data may be read or written. Mail actions respect your existing DLP and retention obligations because Upware doesn't bypass them — it acts through governed channels with RBAC enforced at the skill level. Every execution is logged to an audit trail your compliance team can query.
Now Assist already has some Microsoft 365 integrations. Why would we add Upware?
Native integrations in ServiceNow tend to cover the most common read operations well, but they break down for write actions — sending a message on behalf of a shared mailbox, updating a SharePoint list, or posting to a specific Teams channel on trigger. Those paths require custom code, ongoing maintenance, and usually can't be audited at the action level. Upware encapsulates that complexity as a governed AI skill: Now Assist calls the skill, Upware handles the cross-system execution, and your security team gets a complete record of what ran, when, and under whose authority.

Connect ServiceNow Now Assist to Microsoft 365

See a governed action go from recorded workflow to live in days.

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