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  • 1.  Unified Experience ServiceNow

    Posted 06-17-2026 15:35

    We are currently in the process of implementing ServiceNow as our new ITSM platform. One of the driving factors for selecting SNOW as our new platform was the Unified Experience integration. As we prepare to begin the integration, we've found that the majority of what Unified Experience offers is geared more towards CSM and not ITSM. We were able to get confirmation that the ITSM workspace in SNOW does support Unified Experience however, almost all of the documentation from both Genesys and SNOW is still focused on CSM. I'm looking to see if anyone has had success integrating with SNOW ITSM workspace or anyone currently in the implementation phase and what your experiences have been and anything we might need to be aware of before we get started. 

    For context, we utilize Genesys for our internal IT Help Desk supporting roughly 12,000 employees.

    Any and all input is welcome!


    #API/Integrations

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    Thomas Fonville
    Choctaw Nation of Oklahoma
    Product Manager | Genesys CX
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  • 2.  RE: Unified Experience ServiceNow

    Posted 06-17-2026 16:04

    Hello Thomas, 

    Yes, ITSM Workspace does support Unified Experience and can be deployed without requiring CSM Workspace. If your primary use case is voice for an internal IT Help Desk, ITSM is a good fit and supports features like call controls, transfers, wrap-up codes, agent status synchronization, and embedded telephony within ServiceNow.

    The main thing to be aware of is that ITSM currently supports voice only. Digital channels such as chat, messaging, and social are only available through the CSM experience. So if voice is all you need today, ITSM should work well. If digital channels are part of your future plans, it's worth considering that limitation as you design your solution.

    I would also love to hear how others have implemented this integration as well. 

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Unified Experience ServiceNow

    Posted 12 days ago

    @Cameron Tomlin

    Hello Cameron,

    We are currently running a PoC of the Unified Experience integration with ServiceNow ITSM and found that callback interactions are not supported.

    What caught us by surprise is that there is no mention of this limitation in the documentation, so we naturally assumed callbacks would be supported. After opening a support case, we were informed that only Customer First Callbacks are currently supported. Unfortunately, that is not very useful for our use case, as we rely on Agent First Callbacks.

    Could you provide any additional insight into the roadmap for this functionality? Is support for Agent First Callbacks being considered for an upcoming release, planned as a longer-term enhancement, or is there currently no plan to support it?

    As a side note, it would be great to see the Resource Center documentation updated to explicitly mention ServiceNow ITSM support as well. At the moment, the documentation appears to have been originally written for CSM and not fully updated afterwards.

    It would also be very helpful to have a clear list of supported and unsupported interaction types and features. That would help customers better understand the current capabilities and avoid assumptions during planning and implementation.

    Thank you for any additional information you can share.



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    Roman Vondracek
    Technical Architect
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    Original Message


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