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The Digital Thread Isn’t Broken. It Was Never Woven.

For fifteen years, the digital thread has been the named ambition of digital engineering. Connected requirements. Live traceability across system, software and physical design. A configuration record that resolves itself, in real time, across PLM, ALM, MBSE, simulation and manufacturing. Most large organizations have invested heavily and with serious intent. Vendors have iterated through several generations of architecture and standards. Yet the thread in most organizations, is still discontinuous.

Integrate ServiceNow with Rally

Bi-directional real-time sync with OpsHub Integration Manager

The integration of ServiceNow with Rally Software gives real-time visibility to the development and customer support teams visibility into each other’s work.

ServiceNow – Rally Software 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 in delivering quality solutions. While the choice of systems impacts the productivity of a team, cross-functional collaboration enhances seamless communication between teams to make better decisions, faster.

By integrating Rally Software 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 – Rally Software 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

Trusted by the world’s leading enterprises

With ServiceNow + Rally Software integration, enterprises can:

Make better and faster decisions
Accelerate customer response time
Ensure complete traceability of a feature/requirement
Get full context of customer issues and priorities
Leverage the best of functionality and collaboration in the delivery ecosystem.

How OpsHub Integration Manager integrates ServiceNow and Rally Software

Sync your business-critical data in minutes with OpsHub’s Enterprise-Grade Integration

OpsHub Integration Manager integrates ServiceNow and Rally Software 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 Rally Software and all the entities and details associated with the ‘tickets’ synchronize back to Rally Software.

Easy Steps to Integrate ServiceNow and Rally

Step

Set up connection to ServiceNow and Rally.

Step

Select the project and the Entities for mapping.

Step

Define the sync direction and map relevant fields for synchronization.

Step

Activate the sync and monitor real-time performance through OIM’s dashboard.

Use Case: ServiceNow and Rally Integration

Problem statement:

Service & support team raises an issue highlighted by the client to the back-end team via email. Someone in the back-end team resolves the issue but forgets to inform the service & support team that the highlighted issue has been resolved. As the client doesn’t get an update about the highlighted issue in the time agreed on the SLA, the client escalates this problem.

Solution:

The issue got escalated because the service & support team and the back-end operations team failed to exchange the requisite information in time and pass it on to the client. This is a classic case of communication gap in a heterogeneous ecosystem, which can be resolved by introducing an effective integration solution.

Note: In the use case given below, ServiceNow is the support system and Rally Software is the development system.

A customer faces an issue in resetting the password of a user and logs an ‘incident’ ticket in ServiceNow.
A support representative logs a problem and associates it with the incident (Note: when a problem is logged and associated to an incident, the status of the incident automatically sets to awaiting problem).
OpsHub Integration Manager identifies the ‘problem’ logged in ServiceNow and replicates it to Rally Software as a ‘defect’.
The development team then schedules the defect as per their priorities. (Note: Customer at this stage also has visibility into the status and schedule of their problem.)
Development team and support team collaborating real time through work notes and attachments to minimize any delay caused due to communication lag.
Development team resolves the defect in Rally Software. The status for the problem also gets replicated in ServiceNow and the associated incident is automatically closed. Customer gets a notification that their problem is resolved.

Integrate ServiceNow with Rally

ServiceNow – Rally Software Integration Overview

How ServiceNow – Rally Software integration is beneficial for an enterprise

Trusted by the world’s leading enterprises

With ServiceNow + Rally Software integration, enterprises can:

How OpsHub Integration Manager integrates ServiceNow and Rally Software

Sync your business-critical data in minutes with OpsHub’s Enterprise-Grade Integration

Easy Steps to Integrate ServiceNow and Rally

Step

Step

Step

Step

Use Case: ServiceNow and Rally Integration

Problem statement:

Solution:

Beneﬁts of integration for ServiceNow and Rally Software

ServiceNow users

Rally Software users

Business value provided

Get started with your ServiceNow – Rally Integration today!

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