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Synergizing Service Management and DevOps: A Successful ServiceNow-Azure DevOps Integration
Automation using the Workato platform
The existing Incident Management System currently involves customers raising incidents inside the ServiceNow platform, where a support team initiates the triage process and investigates the incident. The subsequent manual process of assigning incidents to the Azure DevOps development team presents significant challenges, including time loss, manual entry, communication problems, and lack of accountability.
Using this integration, ServiceNow incidents are automatically created in Azure DevOps, allowing for streamlined incident management as well as a bidirectional flow of information. With this integration, information flows seamlessly between Azure DevOps and ServiceNow, enabling updates to be reflected on both platforms. Overall, the integration aims to streamline the process of managing ServiceNow tickets by automatically creating corresponding User Stories in Azure DevOps, enabling cross-functional collaboration between teams, and reducing manual data entry and errors.
1) Create an Incident in the ServiceNow (SNOW) portal and input all the mandatory fields required.
2) In SNOW, the Workato recipe will have a trigger that keeps listening for New/Updated requests and triggers the recipe accordingly.
3) After the recipe is triggered, the required data is retrieved and a new ticket/User Story is created in AzureDevops.
Bi-Directional Sync Between the Two Systems
Training the User
Point-to-point integration between SNOW (ServiceNow) and AzDo (Azure DevOps) allows for seamless integration and reduces manual efforts for the support team. It ensures that data synchronization between the two systems is done automatically without any human intervention.
This results in improved data accuracy, streamlined processes, and increased efficiency for the support team.
In conclusion, point-to-point integration between SNOW and AzDo enhances collaboration and reduces the time and effort required for data synchronization, contributing to a more efficient and error-free integration between the two systems.
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