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Integrate Azure DevOps with ServiceNow in real-time

Bi-directional sync using OpsHub Integration Manager

Enhance collaboration between development and operations team by automating workflows for issue tracking, change management, and releases

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Azure DevOps ServiceNow Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the right tools and strong collaboration between teams are key to success. While the right systems boost productivity, cross-functional teamwork ensures everyone understands business requirements.

Integrating Azure DevOps (Server and Services, formerly TFS and VSTS) with ServiceNow enables organizations to sync change requests, incidents, and releases across systems. OIM connects Azure Boards and ServiceNow, keeping work items, incidents, and change requests perfectly aligned. Teams can automate updates, track progress, and maintain a unified workflow without manual effort.

How Azure Devops and Servicenow sync 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
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How to integrate Azure DevOps with ServiceNow using OpsHub Integration Manager

OpsHub Integration Manager enables enterprises to support Azure DevOps ServiceNow integration bi-directionally, ensuring seamless data flow and real-time access to both historical and current data. With robust support for ServiceNow integration with Azure DevOps, all ServiceNow tickets sync effortlessly with Azure DevOps, while associated entities update in both directions to enhance cross-team collaboration. The TFS ServiceNow integration further streamlines workflows by linking work items, incidents, and change requests for improved service management.

Easy steps to integrate Service Now with Azure DevOps

01
Step

Set up connection to Azure DevOps and ServiceNow systems.

02
Step

Select the projects and entities for mapping.

03
Step

Select sync direction and sync filter.

04
Step

Click and map fields to be integrated.

Usecase: Servicenow Azure DevOps Integration

Problem statement: The Support team logs a ticket, identifies it as a ‘problem,’ and emails the development team with the details. Three days later, a support representative follows up, only to learn that the issue was resolved two days ago.

Solution: Automated CI/CD updates ensure that every code deployment or build trigger in Azure DevOps is instantly reflected in ServiceNow, maintaining end-to-end traceability and operational visibility.

  • Multiple customers log tickets in ServiceNow citing similar Skype-related issues.
  • The Support team reports these tickets as a ‘problem’ to the backend team.
  • OpsHub Integration Manager syncs this ‘problem’ as a ‘bug’ in Azure DevOps.
  • The Backend team resolves the bug and marks it as ‘resolved’ in Azure DevOps.
  • The status of the ‘problem’ in ServiceNow updates automatically to ‘resolved,’ with the resolution appearing in the comments 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
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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 and ServiceNow integration today!

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