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.
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.
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 user’s preferred system, with full context, in real-time. All ‘tickets’ from ServiceNow automatically synchronize to Azure DevOps Server (TFS) and all the entities and details associated with the ‘tickets’ synchronize back to Azure DevOps Server (TFS).
Problem statement: The support team receives a ticket from a customer, identifies it as a ‘problem’, and shares the details of the ‘problem’ 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 ‘problem’. The development team, then, updates the support team representative that the ‘problem’ 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 ‘problem’ would automatically change in ServiceNow as soon as its status is changed to ‘resolved’ in Azure DevOps Server (TFS).
