ServiceNow Integration with Azure DevOps Server (TFS)
The integration of Azure DevOps Server (TFS) 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.
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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, the cross-functional collaboration helps the teams get complete context of the business requirements.
Best-of-breed systems such as Azure DevOps Server (TFS) and ServiceNow bring rich functionalities to the ecosystem. By integrating Azure DevOps Server (TFS) 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 Server (TFS) – 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 ServiceNow + Azure DevOps Server (TFS) integration, enterprises can:
How OpsHub Integration Manager integrates ServiceNow and Azure DevOps Server (TFS)
OpsHub Integration Manager integrates Azure DevOps Server (TFS) and ServiceNow bi-directionally. It ensures that all historical and current data is available to each user, in that userās preferred system, with full context, in real-time. All āticketsā from ServiceNow automatically synchronize to Azure DevOps Server (TFS) and all the entities and details associated with the āticketsā synchronize back to Azure DevOps Server (TFS).
Popularly synchronized entities
Use Case: ServiceNow integration with Azure DevOps Server (TFS)
Problem statement: The support team receives a ticket from a customer, identifies it as a āproblemā, and shares the details of the āproblemā 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 āproblemā. The development team, then, updates the support team representative that the āproblemā was resolved two days back.
Solution: When Azure DevOps Server (TFS) and ServiceNow are bi-directionally integrated using OpsHub Integration Manager, the status of the āproblemā would automatically change in ServiceNow as soon as its status is changed to āresolvedā in Azure DevOps Server (TFS).
- Multiple customers log tickets in ServiceNow citing similar Skype-related issues.
- The support team identifies these tickets and reports them as a āproblemā to the backend team.
- OpsHub Integration Manager synchronizes this āproblemā as a ābugā in Azure DevOps Server (TFS).
- 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 ābugā and marks the status of the ābugā as āresolvedā.
- The status of the āproblemā in ServiceNow also gets updated to āresolvedā. The resolution provided by the backend team appears as a ācommentā in the comment section.
Benefits of integration for ServiceNow and Azure DevOps Server (TFS) users
Azure DevOps Server (TFS) 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 Azure DevOps Server (TFS)
- No manual efforts needed to keep backend teams updated on customer issues and priorities