Case Study: World Leading Manufacturer

Summary

Our client is using ServiceNow to handle requests by end-users, and Azure DevOps to manage different projects and development tasks. The ZigiOps integration platform helped them seamlessly transfer data between their service desk and DevOps teams by making a ServiceNow Azure DevOps integration. This way they could automate the transfer of specific data and resolve issues much faster.

With the integration they have real-time updates in both directions, and they can precisely filter which incidents and information to be transferred. When there are any updates in ServiceNow, they are immediately reflected in Azure DevOps and vice versa.

With the ZigiOps no-code integration, our clients teams are able to improve their collaboration and respond to critical issues in real time.

The Client

Employing more than 6,900 team members, our client is one of the worlds largest manufacturers of iron water works and plumbing products and one of Americas largest privately owned companies.

The company produces ductile iron products, including pipes, valves, hydrants, fittings and plumbing products, manufactures fire extinguishers, fire suppression systems and steel pressure vessels, and builds network switches and monitoring equipment.

Challenge Overview

Our clients principals are centered around maintaining high environmental and workplace health and safety standards, as well as constantly improving communication, relationships and work performance across all levels of the organization.

This is why they wanted to boost the speed and efficiency of their customer service team, as well as improve the communication with other teams. Using powerful tools such as ServiceNow and Azure DevOps greatly contributes to these goals. However, when the two tools are not connected this might cause silos and mistakes, because of the manual transfer of data between them.

Before integrating Azure DevOps and ServiceNow, someone from the service desk team had to open Azure DevOps and manually enter the necessary data there. When there was an update of a task that concerns customer requests, someone from DevOps needed to login to ServiceNow and manually record the update. They wanted to automate this data exchange to avoid delays, bottlenecks and faulty records.

The company was looking for a way to transfer data automatically from one systems to another, and have the right data reach the right team members in real time.

After considering a few solutions, they found out that integrating ServiceNow and Azure DevOps with ZigiOps no-code integration platform is easy and fast and would allow them to achieve their goals even sooner than expected.

The Solution

Integrating systems with ZigiOps is easy and requires no-coding. Even complex data dependencies can be defined very quickly. Our client used ZigiOps to integrate their Azure DevOps and ServiceNow instances. They set it so that tickets created in ServiceNow by end-users trigger creating a user story in Azure DevOps, based on certain criteria. Then the entities in both systems remain synchronized until the Azure DevOps item is closed. This also closes the incident in ServiceNow, tracking all comments in both systems.

The integration is bi-directional and completes the following tasks:

ServiceNow (entity Incident) > Azure DevOps (entity User Story) (bi-directional)

Collect ServiceNow incidents based on category and subcategory to create user stories in Azure DevOps

Update changes from the ServiceNow incidents to the corresponding Azure DevOps stories

Update changes from Azure DevOps stories to the corresponding ServiceNow incidents

Close the ServiceNow incident when the Azure DevOps story is closed

ZigiOps integration platform has advanced filtering and mapping capabilities that allowed the organization to define in great details which service requests should be transferred to Azure DevOps and which fields or other details they want to synchronize.

ZigiOps detects when there is a ServiceNow incident that corresponds to the conditions and needs to be transferred to Azure DevOps. The integration platform then enters all the pre-defined details for the incident in a new Azure DevOps story that it creates in real time.

If the incident in ServiceNow is updated or has any changes, ZigiOps picks them up and updates the Azure DevOps story accordingly.

If the Azure DevOps item is changed or closed, this makes the necessary changes in ServiceNow, as well.

Integrated Data Types

ServiceNow incidents -> Azure DevOps stories

Outcomes & Results

With the help of ZigiOps our client was able to overcome the obstacles coming from different teams using different software tools. Manual transfer of data between systems brings risks of errors, delays, omission of important details, and forming of bottlenecks. By integrating Azure DevOps and ServiceNow the company was able to improve cross-team collaboration, respond faster to end-user requests, and boost productivity.

ZigiOps helped the company with:

• Seamless bi-directional integration between Azure DevOps and ServiceNow.
• Faster resolution of customer requests, and higher end-user satisfaction.
• Ability to change the filtering and field mapping configuration easily when needed.
• Removing of manual work, bringing the risk of errors or faulty data to a minimum.
• Improved collaboration and communication between different teams.
• Improved operational efficiency and productivity.

Using ZigiOps powerful no-code integration, our client was able to quickly improve cross-team collaboration, as well as end-user satisfaction. By applying smart automation, the company is able to continuously improve their products and services, while at the same time provide a better care for their employees and maintain very high health and safety standards.