Hartley Copilot Agent

Hartley is an AI-powered IT support agent that lets employees raise, track, and resolve ServiceNow tickets directly from Microsoft Teams — using natural language, with no portal or form required.

Who benefits

Built for organisations running ServiceNow ITSM with Microsoft 365 and Teams, Hartley serves three groups:

• Employees — get IT help from Teams without switching to a browser or navigating the ServiceNow portal


• IT helpdesk teams — deflect routine requests and give staff a self-service first step that still records everything in ServiceNow


• IT administrators — deploy a production-ready agent with Entra ID SSO, Key Vault secret storage, and an audit-trail-preserving on-behalf-of authentication flow

The problem Hartley solves

Employees already live in Microsoft Teams. Switching to a browser, logging into ServiceNow, and navigating the portal to raise a simple IT ticket creates friction and delays resolution. IT teams need a low-effort self-service channel that still records everything in ServiceNow — without a long custom build.

What Hartley does

• Raises new ServiceNow incidents from a Teams conversation


• Checks ticket status and retrieves live updates


• Searches the ServiceNow knowledge base for known solutions


• Submits and tracks service catalog requests


• Escalates to the right IT team channel when human intervention is needed

How it works

Hartley is a two-part product. The MCP Gateway (this offer) is an Azure App Service that deploys into your own Azure subscription and bridges Microsoft Copilot Studio to ServiceNow over the Model Context Protocol (MCP). The companion Copilot Studio agent is a ready-to-publish conversational agent that connects to the gateway and is surfaced to users through Microsoft Teams.

All credentials are stored in Azure Key Vault in your subscription. Authentication uses Microsoft Entra ID SSO with an on-behalf-of (OBO) token exchange — ServiceNow actions run as the signed-in user, preserving ServiceNow's own RBAC and audit trail. BISTEC Global holds no customer data.

Prerequisites

• Microsoft Azure subscription


• Microsoft 365 with Teams (Business or Enterprise plan)


• Microsoft Copilot Studio licence


• ServiceNow instance with ITSM, Knowledge Base, and Service Catalog modules


• Microsoft Entra ID (for SSO and app registration)