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OpsHub Integration Manager

ServiceNow Integration with Digital.ai Agility

The integration of Digital.ai 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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ServiceNow – Digital.ai Agility 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 Digital.ai Agility (Formerly VersionOne) and ServiceNow bring rich functionalities to the ecosystem. By integrating Digital.ai 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 – Digital.ai 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

Trusted by the world’s leading enterprises

ABB
AirBus
AMD
American Express
Bosch eBike System
CTCT
Charter Communication
DCSS
Deloitte(State of Florida)
Elevance Health
GLIC
Guggenheim Partners
Hersheys
Lear Corporation
Lockheed Martin (Huntsville)
Micron
OSRAM
Panasonic Avionics
Philips IGT HealthTech
Raspberry Pi
Roche
SAIC (Direct)
Schaeffler
Socionext
UPMC
Western Digital
Mastercard
GE-Vernova
UPS
Avanade (via Accenture)
Bank of America
Carl Zeiss
Daimler Truck
EY
MMC
Nestle
Siemens

With ServiceNow and Digital.ai Agility integration, enterprises can:

  • Make better and faster decisions
  • Reduce time-to-market
  • Ensure complete traceability of a ‘requirement’
  • Ensure quality delivery in stipulated time
  • Leverage the best of functionality and collaboration in the delivery ecosystem
ServiceNow Integration with Digital.ai Agility

How OpsHub Integration Manager integrates ServiceNow and Digital.ai Agility

OpsHub Integration Manager provides bi-directional ServiceNow integration with Digital.ai Agility  (formerly VersionOne). This ensures that all historical and current data is available in real time, in each user’s preferred system, with full context. ServiceNow tickets automatically sync to Digital.ai Agility, and all associated entities and details flow back seamlessly, keeping both systems fully aligned.
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Use Case: ServiceNow with Digital.ai 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.

Scenario:

  • The support team receives a ticket from the customer stating, “Encrypted files not going from my e-mail box”.
  • The customer service representative identifies this as ‘problem’.
  • The problem synchronizes to Digital.ai Agility as a ‘bug’.
  • The development team analyzes the ‘bug’ and, as the resolution, shares a .exe file as an attachment, and asks the customer to run it.
  • The development team also leaves a comment for the customer specifying steps to run the file.
  • The customer runs the file and the encryption issues gets resolved. The customer confirms that the issue is now resolved.
  • 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’.

Benefits of integration for ServiceNow and Digital.ai Agility users

Digital.ai 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 Digital.ai Agility
  • No manual efforts needed to keep backend teams updated on customer issues and priorities
Business value provided

Better Resource
Utilization

0%

Increase in
Customer Satisfaction

0%

Growth in SLA
Turnaround Time

0%

Get started with ServiceNow – Digital.ai Agility Integration today!

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