Copilot helps employees with their work. nara resolves their IT requests.

The agent answers questions, guides troubleshooting and creates tickets in ServiceNow; Microsoft describes it as a front end for ServiceNow. [3][4] nara resolves the request itself: it unlocks accounts by phone, grants permissions after approval in Teams, repairs the laptop through nara Edge and closes the ticket. nara comes with the ticket system, SLAs and CMDB, and after one to two weeks it is working in your Teams, in your language. You keep Microsoft 365 Copilot for work in Outlook, Word and Teams.

The IT template uses SharePoint and Microsoft's help content for Microsoft 365 as knowledge sources and guides employees through troubleshooting, for example when setting up a device or with their own account. Through the ServiceNow connection, it creates, reads and updates tickets. [3][4][7] Microsoft is rolling out the new version in waves and recommends starting with answers from your documents and connecting tickets only after the pilot. [3][7] For the earlier version (custom engine agent), Microsoft lists as a limitation that connecting Workday, ServiceNow or SAP SuccessFactors takes time and typically needs deep technical expertise. [6]

Copilot in Intune is built for administrators: it summarizes policies and devices, analyzes error codes and compares devices in the Intune admin center. [8] The Security Copilot agent for vulnerabilities in Intune is a preview and gives administrators step-by-step instructions. [9] nara fixes the problem directly on the device as soon as an employee reports it in Teams or by phone, and records every step in the ticket.

The license costs €26 per user per month, billed annually, plus VAT. [1] Without a license, Microsoft bills the Employee Self-Service agent by usage, at an average of 15 US cents per query in Microsoft's example. ServiceNow licenses come on top, and with the earlier version (custom engine agent) also Copilot Studio capacity for the agent flows. [5] A voice agent of your own for a phone hotline needs a phone number from Azure Communication Services and costs 10 to 75 credits per minute of conversation. [11]

Yes. Microsoft 365 Copilot remains your assistant for Outlook, Word and Teams. nara takes over IT support and the workflows behind it, in the same Teams. Agents your team has built can hand tasks to nara through the REST API; your approvals still apply, and every action is logged.

No. nara is a complete ITSM with a ticket system, self-service portal, SLAs, change management and a CMDB. If you use ServiceNow, Matrix42, Jira or Freshservice, nara runs alongside it and documents every case there. You can switch whenever you want: in about six weeks, with ticket history, knowledge articles and assets.

nara is developed and hosted in Germany. AI processing takes place exclusively in the EU, and your data is not used for training. For large enterprises, nara can run entirely in your own data center, AI included.

As of October 2026, last checked on 19 Oct 2026. Information on Microsoft comes from Microsoft's public documentation and German pricing pages. Microsoft, Microsoft 365, Copilot, Copilot Studio, Teams, Entra, Intune, SharePoint, Azure and Security Copilot are trademarks of the Microsoft group of companies; ServiceNow is a trademark of ServiceNow, Inc.; Workday is a trademark of Workday, Inc.; SAP and SuccessFactors are trademarks of SAP SE; Claude is a trademark of Anthropic PBC. Something out of date? Let us know through the contact form.