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Integrating with Microsoft Outlook › Integrate › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Include a combined CSM and ITSM add-in icon in Microsoft Outlook

Enable users to access both CSM and ITSM through one combined add-in icon.

Before you begin

Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

Procedure

  1. Go to your ServiceNow instance.

  2. Navigate to ServiceNow Add-Ins for Office > Office Add-in Manifests.

  3. Download the manifest files for CSM and ITSM.

    OptionDescription
    ServiceNow for CSMManifest file for CSM.
    ServiceNow for ITSMManifest file for ITSM.

  4. Click Download Manifest.

  5. Install the ServiceNow Add-in for Microsoft Outlook add-in.

    Follow the procedure in Install the ServiceNow Add-in for Microsoft Outlook.

    The ServiceNow for CSM/ITSM icon appears in the header and users can view both the CSM and ITSM tasks through it.

Image omitted: outlook-itsm-csm-tasks.png
The ServiceNow for CSM/ITSM add-in icon to create incidents, VTB tasks, or contacts.