In the past two decades, the company’s ability to automate manual tasks has become crucial for its success. Metrics like time, number of customer-related issues resolved, team performance, and productivity have become more significant than ever. That’s why it’s no wonder that most organizations seek help from external tools to automate the entire chain of a process (from the beginning to the end). Deploying them to handle customers’ requests, resolve issues, transfer data from one department to another, monitor the entire company’s ecosystem has become a daily routine for various enterprises around the globe.
Companies, regardless of their size, often must combine more than one tool to ease their workflow, be more productive and meet the ever-demanding clients and competitors.
There is a competition between the tools themselves, too. But perhaps the most prominent names in the ITSM and DevOps markets are ServiceNow and Azure DevOps.
In the following paragraphs, we’ll try to get to the essence of what both systems are, their most common use cases as well as the process of setting up, configuring, and establishing a bi-directional connection through ZigiOps.
ServiceNow is a modern IT management SaaS tool that provides enterprises with bespoke customer service/help desk functionalities, like real-time performance analysis and visibility over each aspect of their organizational workflows and internal operations, in general.
Azure DevOps is also a high-end SaaS software. It allows companies to have control over the entire process of developing and deploying software. In that way, companies maintain system stability while adapting to the ever-changing market and competition.
Azure DevOps is a perfect solution for those companies that seek to implement a tool that would enable the developers to allocate their work. Not only that but also a tool that can provide the much-needed organization for a continuous delivery pipeline.
However, when combined, both tools form a powerful IT kit that offers everything needed for a company to skyrocket its performance.
The benefits of that combination result in better and timely decisions, no need for manual efforts whatsoever, complete visibility and traceability, and control over every customer-related issue.
Now that we know the pros of each and the benefits they offer when combined, it’s time to ask the next logical question – what’s the best possible way to integrate them?
Perhaps the easiest and fastest way to do that is via a connector – a third-party tool that acts as a bridge between the systems we’d like to link. Most of the connectors on the market demand the extra help of a developer to be integrated.
Unlike them, ZigiOps is a no-code solution that connects the systems within a few minutes. Fully customizable, with a variety of templates to choose from, ZigiOps enables a secure and seamless data transfer connection between ServiceNow and Azure DevOps.
Probably, the most common use case of the ServiceNow-Azure DevOps integration is tracking and resolving Incidents. Let’s say that the Snow (ServiceNow) helpdesk department gets a new incident in the queue. The team’s task is to investigate the source of the issues and report it to the developers’ team. The devs must then solve it in the best possible way.
If done manually, this would usually take a lot of time and attention. And time, as we all know, is crucial when it comes to resolving a customers’ issues. The faster the problems are solved, the happier clients are. That’s how ZigiOps can help. It makes an instant connection between ServiceNow and Azure DevOps teams in just a few seconds, eliminating the time-consuming cross-team work.
So, let’s take a quick tour and see how to integrate ServiceNow and Azure DevOps via ZigiOps connector.
If you already have a specific use case and would like to see how ZigiOps can resolve it – schedule a 45-minute demo. We can start your free trial or PoC immediately after the demo.
From there, we can access all the information and features needed for successful integration. From the menu, we must choose the systems we want to integrate. In our case, they are ServiceNow and Azure DevOps. After that, we need to verify the connection between ZigiOps and our SNOW and Azure instances… After the check, we must choose from the options menu which system will be the first and which the second (the destination). In our case, the first one is ServiceNow, and the destination is Azure DevOps.
For a better illustration, we’ll walk through the process by stepping on one of the most common use cases of integration between the two systems – the incidents’ related one. Of course, ZigiOps offers a variety of built-in use case templates to choose from, and each one is fully customizable.
So, we want to open a ticket in Azure, which is triggered by an incident from ServiceNow. And, if there are any changes in ServiceNow, we want them to be visible in Azure DevOps and vice versa.
For this, we must go to the Correlation menu and define the logic that will show ZigiOps how to synchronize and keep both entities (SNow and Azure DevOps) updated after the initial data transfer.
We have a field mapping. This feature defines the way collected data is reported to the appointed destination system.
We can do the same thing the other way around – after all, ZigiOps offers a bi-directional connection.
When the process of integrations’ configuration is over, we’ll be able to see the effect of ZigiOps: an immediate and seamless synchronized connection between the systems, as well as an instant transfer of the desired data (incidents, tickets, etc.). And the fact that the connection is bi-directional means that every time there is a change, it will be visible in both integrated systems.
If you have any questions or need additional information on the integration between ServiceNow and Azure DevOps, feel free to contact us. You can always Schedule a DEMO with our team to further explore the capabilities and benefits of ZigiOps.
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