header background

ServiceNow Azure DevOps Integration: A Step By Step Guide with ZigiOps Integration Platform

Introduction

Automation and control over processes that run in the organization’s IT Operations are crucial for maintaining stability and transparency. They are also vital for handling issues on time and always keeping customers satisfied.

 

To achieve this, organizations often utilize more than one software. The different software tools, however, need to be in sync in order to fully accomplish operational efficiency.

Azure DevOps and ServiceNow are perhaps the most popular tools which enterprises use to cope with incident management and DdevOops pipelines. Integrating ServiceNow and Azure DevOps allows companies to boost productivity, improve cross-team collaboration, speed up issue resolutions and eliminate bottlenecks

In the following paragraphs, we’ll try to dive deeper into their capabilities and how they contribute to a company’s wellbeing. We’ll also take a closer look at the benefits and the technical details of the ServiceNow Azure DevOps integration. 

An Overview of ServiceNow and Azure DevOps

Azure DevOps is one of the popular DevOps products oriented towards enterprise users. A sophisticated SaaS platform, Azure DevOps enables dev teams from various niches and industries to get a solid grip and a better perspective over end-to-end DevOps toolchain. As a result, product development and deployment operations become more controllable.

ServiceNow is a popular IT Service Management platform that gives users a variety of service desk functionalities. Some of them can control real-time performance as well as obtain detailed insights into the incidents and alarms that occur.

Deployed separately in the organization’s IT infrastructure, ADO and ServiceNow contribute to high-end management, result-driven actions, and high levels of consumer satisfaction.

However, when there is  Azure DevOps and ServiceNow integration in place, this significantly boosts the organizations’ overall performance – from sped-up product rollout to organized and optimized workflows.

 

Furthermore, when ServiceNow and Azure DevOps are working together as a part of the organizations’ IT kit, the result is better decision making, transparency of processes, and control over crucial problems. 

The best way to achieve this is to integrate ServiceNow with Azure DevOps bi-directionally – for optimized performance results. 

How to choose the best solution to establish a connection between Azure and ServiceNow? 

There are plenty of tools available on the market that can do this. They vary in functionalities, price, and use cases they cover. But what separates ZigiOps from the rest is its unique approach towards such an important and oftentimes complicated action like systems’ integration. 

Being a no-code integration platform, ZigiOps links the systems in a matter of minutes without the help of a developer. Packed with a library of templates, awaiting to be put into use, and fully customizable, ZigiOps handles the two-way integration between Azure DevOps and ServiceNow with ease. 

Why connect Azure DevOps and ServiceNow?

Enterprises choose to integrate Azure DevOps with ServiceNow for many reasons – to transfer incidents, change and service requests, issues, and other custom records. 

However, the most common use case regarding the two systems relates to transferring SNow incidents to ADO as issues. ZigiOps  automatically picks any new incident which requires development and automatically opens an issue in the Azure DevOps instance. All updates between the two systems  instantly synchronize. Once the development team fixes and closes the issue, the ZigiOps integration tool also closes the incident in the ServiceNow instance. 

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. 

Top benefits of integrating Azure DevOps and ServiceNow: 

  • Transparency over important user-related issues  
  • Improved traceability on vital for the IT infrastructure activities and operations 
  • Reduced manual work and human-related errors, thanks to the automation of repetitive tasks 
  • Cost and efforts optimization 
  • Instant synchronization of updates between the ADO and SNow teams 
  • Enhanced cross-team collaboration, communication and workflow optimization 

Setup of the ServiceNow – Azure DevOps Integration with ZigiOps

ZigiOps comes in on-premises and iPaaS versions, but the setup and launch of integrations are the same. For the purposes of this example, we will use the platform’s on-prem version. 

Once installed, it’s time to log-in into ZigiOps. You will then see the dashboard, which showcases your active licenses, integrations, and operations data. 

Screenshot-2022-01-28-at-12.18.56-1024x492

From the Connected Systems Menu, we can choose the systems we want to integrate – Azure DevOps and ServiceNow in our case. Once you choose the systems, you need to connect to them. This is very easy. You  only need your instance URLs and admin details. You do not have to  make any changes to your ServiceNow or Azure systems themselves. 

Again, from the menu, we can define which system will be first and which seconds (the destination). 

In this case, our first system is in ServiceNow, and our destination – is Azure DevOps. 

ZigiOps comes with a library of ready-to-use integration templates. They are all customizable, yet you can always start an integration from scratch. 

Screenshot-2021-09-29-at-12.25.05-1024x711

As a next step, we’ll go through the list of available operations and select the one we want the system to execute. 

We would like to open a ticket in Azure DevOps, triggered by an incident from ServiceNow’s system. If there are any changes in ServiceNow, we would also want them to be present in Azure’s system and vice versa. 

All the above is achievable via simple action, which does not require much effort and does not take much time. From the Correlation menu, we can define the logic that will show ZigiOps how to synchronize and keep both systems updated after the initial transfer of information. 

We must define the trigger type. It can be either trigger or poulling . For the latter, ZigiOps offers a customizable template. 

There is also a field mapping feature that defines how the collected data is reported to the destination system

Screenshot-2022-01-28-at-12.36.06-1024x603

Once we have saved our integration, it is time to test it. We go to ServiceNow and create an incident. ZigiOps picks it up and transfers all the relevant data and fields we have defined in our field mapping. Once the developers mark the issue as resolved, ZigiOps automatically closes the incident in ServiceNow. 

With ZigiOps integration between Azure DevOps and ServiceNow , we can transfer: 

Azure DevOps (Work Items) to ServiceNow (Incidents) 

 Azure DevOps (Issues) to ServiceNow (Incidents) 

ServiceNow (Incidents) -> Azure DevOps (Issues) 

ServiceNow (Requests) -> Azure DevOps (Tasks) 

Conclusion

Nowadays, enterprises struggle with obstacles such as automation of repetitive tasks, resolution of customer-related issues, and keeping pace with the competition. To successfully deal with them, they must lean on their persistence in actions and the right set of tech tools. 

Software solutions like Azure DevOps and ServiceNow are often utilized and an integration between them can help enterprises not just solve their problems but scale their overall performance and become more flexible and adaptable. 

An integration between Azure DevOps and ServiceNow can significantly improve product delivery and overall performance. What a better way to do this than utilizing the power of a no-code integration platform like ZigiOps. Apart from the easy and fast integration, ZigiOps establishes a bi-directional connection between the systems. As a result, both Azure DevOps and ServiceNow  are kept up to date constantly.