Integrate Azure DevOps with ServiceNow
Bi-directional sync using OpsHub Integration Manager
The integration of Azure DevOps (Both Azure DevOps Server and Services, also known as TFS and VSTS) with ServiceNow enhances collaboration between the Customer Service and Development teams. This, in turn, helps resolve the customer issues faster and gives visibility to both teams into customer priorities.
Sign Up for a Free Trial!
Supported Versions:
Azure DevOps Server (Formerly known as TFS)
- 2010, 2012, 2013, 2015(up to Update 3), 2017, 2017(Update 2), 2018, 2019, 2020, 2022
Azure DevOps Services (Formerly known as VSTS)
- All
ServiceNow
- glide-fuji-12-23-2014__patch3-04-07-2015*, Geneva Patch 7, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego, Tokyo, Utah, Vancouver, Washington DC
* Version Fuji requires OpsHub Professional Services
Azure DevOps – ServiceNow Integration Overview
In an Application Lifecycle Management (ALM) ecosystem, the choice of systems and the collaboration between the cross-functional teams play a great role. While the choice of systems impacts the productivity of a team, cross-functional collaboration helps the teams get complete context of the business requirements.
Best-of-breed systems such as Azure DevOps (Both Azure DevOps Server and Services, also known as TFS and VSTS) and ServiceNow bring rich functionalities to the ecosystem. By integrating Azure DevOps with ServiceNow, enterprises can diminish collaboration barriers between Development and Customer Service teams that otherwise lead to quality issues, delivery delays, and financial loss.
How Azure DevOps – ServiceNow integration is beneficial for an enterprise
- Real-time access to customer issues and priorities
- Communication on the workitems from the native systems itself
- Real-time updates when a customer issue is resolved
With Azure DevOps + ServiceNow integration, enterprises can:
- Make better and faster decisions
- Accelerate customer response time
- Ensure complete traceability of a ‘requirement’
- Get full context of the customer requirements and priorities
- Leverage the best of functionality and collaboration in the delivery ecosysytem
How OpsHub Integration Manager integrates Azure DevOps and ServiceNow
OpsHub Integration Manager integrates Azure DevOps (Both Azure DevOps Server and Services, also known as TFS and VSTS) and ServiceNow bi-directionally. It ensures that all historical and current data is available to each user, in that user’s preferred system, with full context, in real-time. All ‘tickets’ from ServiceNow automatically synchronize to Azure DevOps and all the entities and details associated with the ‘tickets’ synchronize back to Azure DevOps.
Steps to Integrate Azure DevOps and ServiceNow
- Step 1: Configure Azure DevOps and ServiceNow systems.
- Step 2: Configure the mapping.
- Step 2.1: Select the projects and entities for mapping.
- Step 2.2: Map the fields of the selected entities.
- Step 3: Configure the integration.
- Step 4: Activate the integration.
Popularly synchronized entities
Use Case: Azure DevOps integration with ServiceNow
Problem statement: The Support team receives a ticket from a customer, identifies it as a ‘problem’, and shares the details of the ‘problem’ with the development team via email. Three days later, a support team representative writes a follow-up email to the development team to check the status of the ‘problem’. The development team, then, updates the support team representative that the ‘problem’ was resolved two days back.
Solution: When Azure DevOps and ServiceNow are bi-directionally integrated using OpsHub Integration Manager, the status of the ‘problem’ would automatically change in ServiceNow as soon as its status is changed to ‘resolved’ in Azure DevOps.
- Multiple customers log tickets in ServiceNow citing similar Skype-related issues.
- The Support team identifies these tickets and reports them as a ‘problem’ to the backend team.
- OpsHub Integration Manager synchronizes this ‘problem’ as a ‘bug’ in Azure DevOps.
- The Backend team examines the defect and requests the service team for more information to resolve the bug.
- A customer support representative provides the requested information to the backend team.
- The Backend team then provides a resolution for the ‘bug’ and marks the status of the ‘bug’ as ‘resolved’.
- The status of the ‘problem’ in ServiceNow also gets updated to ‘resolved’. The resolution provided by the backend team appears as a ‘comment’ in the comment section.
Benefits of integration for Azure DevOps and ServiceNow users
Azure DevOps users
- Traceability for business requirements throughout
the ALM tool chain - Visibility into customer issues and priorities
- No dependency on manual communication for
making decisions
ServiceNow users
- Access to the business requirements and associated updates from within ServiceNow
- Easy to categorize and transfer customer tickets to ServiceNow
- No manual efforts needed to keep backend teams updated on customer issues and priorities
Frequently Asked Questions
To integrate Azure DevOps and ServiceNow using OpsHub Integration Manager, you can follow these steps:
- In OIM, select Azure DevOps and ServiceNow as the applications to be integrated.
- Map the fields between Azure DevOps and ServiceNow. This step involves mapping the fields that will be synced between the two applications.
- Specify the type of integration you want to set up. For example, you may want to create a one-way integration that sends data from Azure DevOps to ServiceNow, or a two-way integration that syncs data between the two applications.
- Set up the integration schedule. You can configure OpsHub Integration Manager to automatically sync data between Azure DevOps and ServiceNow at specific intervals. For example, you can sync data every hour, or even every minute.
- Test the integration. Before deploying the integration, you should test it to ensure that it is working correctly.
- Deploy the integration. Once you have tested the integration and are satisfied that it is working correctly, you can deploy it to your production environment.
Integrating Azure DevOps with ServiceNow can provide several benefits for your enterprise, including:
- Improved collaboration: Integrating the two systems enables teams across different departments to collaborate more effectively by providing a unified view of all development and IT service management activities
- Increased efficiency: By automating the synchronization of data between Azure DevOps and ServiceNow, the integration can reduce manual effort and improve efficiency, freeing up teams to focus on other tasks.
- Enhanced visibility: The integration can provide real-time visibility into the status of development and IT service management activities, enabling teams to identify and address issues more quickly.
- Better decision-making: With a consolidated view of data from both systems, managers and other stakeholders can make more informed decisions about resource allocation, project timelines, and overall strategy.
- Streamlined processes: By integrating Azure DevOps and ServiceNow, you can streamline the development and service management processes and improve the overall end-to-end workflow, resulting in faster time-to-market and better customer experiences.
One popular approach for Azure DevOps-ServiceNow integration is to use OpsHub Integration Manager (OIM). This is a commercial tool that can synchronize data between Azure DevOps and Micro Focus ALM. OIM provides bi-directional synchronization of data between Azure DevOps and Micro Focus ALM and keeps them in sync with each other.
The tool can also handle complex data mappings between the two systems, ensuring that data is transferred accurately and consistently.
Get started with your Azure DevOps – ServiceNow Integration today