In today’s fast-paced digital environment, seamless integration between IT systems is vital for optimizing workflows and improving customer service. For McWane, a leader in waterworks and plumbing products, this necessity is particularly critical. To enhance their operational efficiency and better serve their customers, McWane recognized the need to integrate ServiceNow and Azure DevOps, two pivotal platforms in their IT ecosystem.

Client Overview

McWane is a prominent manufacturer of waterworks and plumbing products, including pipes, valves, and fittings. The company is renowned for its commitment to quality and innovation, providing essential infrastructure components to communities worldwide. McWane's operations are complex, requiring robust IT systems to manage customer interactions, production workflows, and service delivery. To maintain their high standards, they rely on advanced technology solutions like ServiceNow for IT service management and Azure DevOps for development and operations.

Integration Challenge

For McWane, integrating critical systems like ServiceNow and Azure DevOps is essential for optimizing workflows and delivering timely resolutions to customer issues. The company needed a solution that could bridge these platforms, ensuring seamless communication and data flow. This integration was crucial not only for internal efficiency but also for enhancing customer satisfaction by resolving tickets faster.

ZigiOps: Simplifying ServiceNow and Azure DevOps Integration

ZigiOps is a powerful, no-code integration platform that facilitates the seamless connection between various IT systems. It enables organizations to synchronize data and automate workflows across different platforms without the need for complex coding. ZigiOps offers out-of-the-box integrations, including the ServiceNow and Azure DevOps connector, which McWane needed to streamline its operations.

With ZigiOps, McWane could easily integrate ServiceNow and Azure DevOps, allowing for automated ticket management and efficient workflow optimization. The platform's intuitive interface and flexible configuration options made it possible to set up the integration quickly, without any disruption to ongoing operations.

Integration Use Case

The integration between ServiceNow and Azure DevOps at McWane was designed to enhance the efficiency of their ticket management process. Whenever an end-user creates a ticket in ServiceNow, ZigiOps triggers the creation of a corresponding user story in Azure DevOps, based on predefined criteria. This user story remains synchronized with the ServiceNow incident throughout its lifecycle. All comments, updates, and status changes are mirrored in both systems, ensuring that teams have complete visibility. Once the issue is resolved in Azure DevOps, the incident is automatically closed in ServiceNow, providing a seamless and efficient process for ticket resolution.

"ZigiOps has been a game-changer for us. The integration between ServiceNow and Azure DevOps has significantly improved our workflow efficiency, allowing us to resolve customer issues faster and more accurately. The ease of use and reliability of ZigiOps made the entire process smooth and hassle-free."

– IT manager at McWane.

‍Benefits of Using ZigiOps for ServiceNow and Azure DevOps Integration at McWane

By utilizing ZigiOps for their integration needs, McWane has been able to streamline their IT operations significantly. The automation of ticket synchronization between ServiceNow and Azure DevOps has reduced manual workload, minimized errors, and accelerated response times. This has not only improved internal processes but also enhanced customer satisfaction by ensuring quicker resolution of issues. Additionally, ZigiOps' no-code platform allowed for a swift deployment, enabling McWane to focus on their core business operations without being bogged down by integration challenges.

With ZigiOps, McWane has achieved a higher level of operational efficiency, better alignment between IT and development teams, and a more responsive customer service experience.