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Azure DevOps ServiceNow Integration Case

Brief introduction

The ability to minimize and eliminate repetitive manual work is a key factor for every successful modern enterprise. It sizes the possibility of human errors and enhances overall productivity.

Another vital feature of successful organizations nowadays is their capability to control the entire development cycle of their products – from start to end. This calls for exceptional tools with a flexible, and broad spectrum of functionalities – with automation of workflows being among the most important.

Overview of Azure DevOps and ServiceNow

Azure DevOps is probably the most popular DevOps tool used by many companies worldwide, no matter their size – from small and medium-sized to the largest enterprises out there. The flows it provides are particularly helpful in an Agile development environment, which makes it an invaluable part of the R&D work cycle.

Most companies are always on the lookout for ways to optimize their internal flows and operations, improve communication between their teams, and increase efficiency. As a sign of those trends, we see a very high demand for integrating Azure DevOps with other software solutions, such as ServiceNow, BMC Remedy, JIRA, Dynatrace, NewRelic, AppDynamics, and many more.

ServiceNow is one of the most used servicedesk platforms. It enables its users to automate incident and issue management. Additionally, ServiceNow provides its users with access to real-life performance analysis. Also, the system offers visibility over different aspects of organizational and internal activities.

ZigiOps presents a remarkably adjustable set of out-of-the-box integration workflows that will help you achieve a seamless data stream between Azure DevOps and ServiceNow.

The platform’s features – bi-directional data exchange, user-configurable triggers, dynamic mapping, and support of custom records and fields– all guarantee the successful implementation of any use case, no matter its complexity level. All of that comes with a user-friendly UI where you can control and customize every aspect of the integration.

Configuration

The configuration process is very simple and straight-forward and only has a few steps:

1. Load a template from our library that fits your use case

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2. Configure the trigger conditions

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3. Apply the relevant field mapping

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4. Save and start the integration

Use case example – an Azure DevOps issue to a ServiceNow incident

One of the most common scenarios for our customers is to synchronize their newly created issues in Azure DevOps with ServiceNow as incidents.

The trigger conditions may be a specific attribute change, manual input or any other customer-defined combination of events.

Every new ServiceNow incident gets enriched by additional information, such as an issue ID, a direct link to the source system, and more. The same happens for the source issue, too.

From this moment until their closure, everything between these two records is in full synchronization – fields, notes, states, and attachments.

Of course, the opposite scenario is fully supported, as well, and has the same integration capabilities: bi-directional attribute synchronization, links for cross-reference, and more.

An Azure DevOps issue that automatically created a new ServiceNow incident with all the additional information

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Newly created ServiceNow task with all the information of the Azure DevOps issue

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Bi-directional synchronization – updates on the ServiceNow incident result in updates in Azure DevOps, and vice versa

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Comments/work notes and attachments are in sync in both directions

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State changes are also a part of the integration

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Conclusion

To sum it up:

Staying ahead of the competition by deploying the best possible software solutions to tackle various issues is mandatory. Automation of internal processes, the ability to optimize productivity, and having a clear overview of end-to-end product development processes are crucial, too. In fact, they are commonly used to define success.

However, to achieve this, organizations must deploy the right software tool into their IT ecosystem. In most cases, these tools would be Azure DevOps for DevOps teams and ServiceNow for IT Service Management ones.

As a powerful combination, the presence of the two in the company’s tech stack has become a synonym of seamless automated workflows, enhanced product delivery rates, and high levels of customer satisfaction. Yet, when linked via ZigiOps’, Azure DevOps, and ServiceNow’s users benefit from the fact that any new issue, alert, or change of any kind in one of the system’s accumulated data will be transferred in the other, too.

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