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ServiceNow Integration with Agility

ServiceNow Integration with Agility

The integration of Agility with ServiceNow helps the customer service and development teams communicate efficiently, in real-time. This, in turn, helps resolve customer issues faster.

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Integration overview

In an Application Lifecycle Management (ALM) environment, the choice of systems and the collaboration between the cross-functional teams play a great role in delivering quality solutions. While the choice of systems impacts a team’s productivity, cross-functional collaboration helps the teams get complete context of the business requirements.

Best-of-breed systems such as Agility (Formerly VersionOne) and ServiceNow bring rich functionalities to the ecosystem. By integrating Agility 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 ServiceNow – Agility 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 ServiceNow and Agility integration, enterprises can:

ServiceNow Agility Integration

How OpsHub Integration Manager integrates ServiceNow and Agility

OpsHub Integration Manager integrates Agility (Formerly VersionOne) and ServiceNow bidirectionally. 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 Agility and all the entities and details associated with the ‘tickets’ synchronize back to Agility.

Popularly synchronized entities

How to Integrate ServiceNow & Agility

Use Case: ServiceNow with Agility integration

Problem statement: The support representative receives a ticket from a customer. As the problem is not known – the customer service representative passes it to development team. The development team is unable to comprehend customer’s problem due to insufficient information. The three-way communication between support, development, and customer goes for three days, before the development team understands the issue.

Solution: When the support and ALM systems are integrated, the tickets will automatically synchronize to the ALM system in a standard format, and the communication gap due to comprehension of different types of messages will be eliminated.

  1. The support team receives a ticket from the customer stating, “Encrypted files not going from my e-mail box”.
  2. The customer service representative identifies this as ‘problem’.
  3. The problem synchronizes to Agility as a ‘bug’.
  4. The development team analyzes the ‘bug’ and, as the resolution, shares a .exe file as an attachment, and asks the customer to run it.
  5. The development team also leaves a comment for the customer specifying steps to run the file.
  6. The customer runs the file and the encryption issues gets resolved. The customer confirms that the issue is now resolved.
  7. The development team changes the status of the ‘bug’ to ‘closed’. The change also reflects in ServiceNow, and the status of ‘problem’ changes to ‘resolved’.
ServiceNow Integration with VersionOne

Benefits of integration for ServiceNow and Agility users Agility 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 Agility
  • No manual efforts needed to keep backend teams updated on customer issues and priorities