A Thorough Guide To Efficient ServiceNow Azure DevOps Integration

This article was written by Ugochukwu Ezenduka .

ServiceNow and Azure DevOps are both work management platforms that organizations use to arrange and coordinate workflows. Development and operations teams use Azure DevOps for hitch-free software delivery, while organizations use ServiceNow for IT service management (ITSM) .

But what if two teams working on the same issue are using ServiceNow and Azure DevOps, respectively? Well, since there is little or no intersection between their capabilities, you need to find a way to sync data between them.

The only way to bridge this disparity is through a third-party ServiceNow Azure DevOps integration. You need to find a solution that allows synchronization between both platforms.

In this guide, I’ll cover every step involved in Azure DevOps ServiceNow integration. I’ll also explore common use cases, benefits, and best practices for connecting ServiceNow with Azure DevOps.

What are the Benefits of ServiceNow Azure DevOps Integration?

Using an Azure DevOps ServiceNow integration lets you sync information from incidents, work items, custom fields, attachments, and many more between both platforms.

Here are the benefits of Jira Zendesk integration:

#1 – Bridge the Gap between ITSM and DevOps

ITSM and DevOps have some overlapping areas of concentration. For instance, the customer service team might come across a case or incident that needs the attention of the DevOps team.?

Instead of manually copying the case in Azure DevOps, they can use an integration solution to replicate the same case. This solution will now transfer information from the specified fields in near real time.

For two-way syncs, resolving the incident on ServiceNow will also close the work item on Azure DevOps and vice versa.

#2 – Optimize Workflows for Transparent Collaboration

Automated integration between ServiceNow and Azure DevOps fosters a transparent ecosystem for cross-team and cross-company collaborations. This applies to managed service providers and outsourcing companies.

Given that both teams have a unified view of what is going on, they can optimize their tasks to eliminate bottlenecks and redundancies.?

Say a customer creates a case reporting a bug to the helpdesk team. This case or incident will immediately appear on the developers’ radar, who can now start working to resolve the incident.

Since the service agents can also see updates to the task, this eliminates the need to ask for progress reports, as well as provides a transparent pathway to addressing customer concerns.

#3 – Enhance Independence Using Decentralized Integration

Third-party integrations with a decentralized architecture allow administrators to isolate their system with the synchronization. This means that both sides regain autonomy over what they share.

Let’s say an incident comes in, and the service agent only wants to share the description and priority. They can configure the mapping using scripts and triggers to ensure other data doesn’t go over to the remote side.

When integrating MSPs and teams outside your organization, a decentralized solution running on a single-tenant architecture is the perfect option.?

One ServiceNow Azure DevOps integration tool that supports decentralized two-way syncs is Exalate . This iPaaS solution uses a single-tenant architecture to protect your system from possible breaches. You can also use the Groovy scripting engine to customize your connections.

How to Integrate ServiceNow and Azure DevOps in 4 Steps

Exalate has two configuration modes supporting a ServiceNow Azure DevOps integration: Basic Mode (no-code) and Script Mode (code-based). We’ll go through them in detail later.

Step 1 – Install Exalate on ServiceNow and Azure DevOps?

Exalate is available on both the ServiceNow and Azure DevOps marketplaces.?

To install Exalate on Azure DevOps:

1. Go to the Azure DevOps marketplace and look for Exalate for Azure DevOps integration .
2. Search for “Exalate for Azure DevOps Integration”.
3. Click “Get”.
4. Select your organization.
5. Click “Install”.
6. Click on the “30-day trial” image and enter your email into the popup.
7. Go to your email and copy the evaluation code.
8. Come back to the installation screen and click on “License Key”.
9. Enter the key and click “Update”.
10. All set.?

To find out more about installing Exalate on Azure DevOps and other environments, read the full installation guide .

To install Exalate on ServiceNow (cloud installation):

1. Go to the Exalate's integrations page.
2. Click “ServiceNow”.
3. Download the XML update set . Stash it somewhere safe.
4. Open “System Update Sets”.
5. Click “Retrieved Update Sets”.
6. Go to “Related Links” and click the text “Import Update Set from XML”.?
7. Click the “Choose File” button and select the XML file downloaded earlier.?
8. Click “Upload” to complete the process.
9. Once the XML is uploaded, click the file, then click the “Preview Update Set”.?
10. If it asks you to update your setup, click the “Accept remote update” button.
11. Then click “Commit Update Set” to complete the installation.
12. All set, ready to start connecting.

This process might seem confusing, but you can find everything you need to know about Exalate installation on ServiceNow in this guide .

Exalate is installable on Docker-compatible operating systems and RPM-based Linux. You can also run the application on VMware, VirtualBox, and other virtual machines.

Step 2 – Connect ServiceNow and Azure DevOps

You can start your connection from either ServiceNow or Azure DevOps. The process is identical from either starting point.

Go to your Exalate Console and click “Connections” on the main dashboard on your left.

Click “Initiate connection.” Enter the destination URL. The system verifies if Exalate exists on the other side, and a confirmation pop-up appears.

If you don’t have a URL, click the “I don’t have a URL” button and follow these instructions .

You can see two configuration types: Basic Mode and Script Mode. We’ll go through each mode separately.

Basic Mode Connection

To set up a connection using default templates, here are the steps to follow:

Select “Basic Mode”. Click on “Yes, I have admin access” and then click “Initiate”.

Choose the project you want to sync from the dropdown menu and click “Confirm”.

Enter the issue key and click “Exalate” to establish the connection.

The connection between Azure DevOps and ServiceNow is set.

Script Mode Connection

Follow these steps to set up a Script Mode connection:

Select “Script Mode”. Enter the name (for local and remote instances) and description of the connection. Click “Next”.

On the next screen, click on “Copy invitation code” to copy the code to your clipboard.

Go over to the Exalate console on the other side. Click “Accept invitation” and enter the code into the text field.?

Click “Next” then select a project, and click “Confirm”.

That’s all. Your connection will appear on the dashboard with an “Active” status. You’ll see the “Pending” status if the other side has not responded yet.

Step 3 – Configuring the Sync Rules

Go to the Script Mode connection you just created. Click “Edit Connections” and go to the “Rules” tab. You’ll see two text fields with code labeled “Incoming sync” and “Outgoing sync”.

That’s where the magic happens. This scripting engine uses the Groovy syntax to control what goes out and what comes in from both the Azure DevOps and ServiceNow instances.

You can modify these rules if you need to. Simply delete a line if you do not want a field mapped. You can also map fields to different ones and change the mapping.

Read this guide to get started with some script helpers–the possibilities are endless.

After writing new rules, click “Publish” to implement them in the sync.

Step 4 – Setting Up Automated Triggers

Exalate triggers use Work Item Query Language (WIQL) for Azure DevOps and ServiceNow Natural Query Language (SNQL) for ServiceNow. These triggers help automate integrations. You can use them to control syncs in bulk .

Let’s create a trigger on the Jira side.

Go to the Script Mode connection you just created. Click on “Edit Connections” and go to the “Triggers” tab.?

Click the “+ Create trigger” button and a pop-up window will appear.

Select the entity type, enter notes, and set the conditions. Then, toggle the trigger to “Active” before clicking the “Add” button.

You’ll see your active trigger on the list.

Best Practices for Integrating ServiceNow and Azure DevOps

Here are some tips to ensure that your synchronization goes smoothly.

Choose a Secure and Compliant Provider

Always verify that the integration solution provider complies with GDPR and other data protection guidelines. You must also ensure the solution has security features built on a single-tenant architecture.

Find an Integration Tool that is Compatible and Scalable

Make sure the solution is compatible with both Azure DevOps and ServiceNow. Some iPaaS solutions offer multi-platform connectors, while others are platform-specific.?

In terms of scalability, you need to prioritize integrations that can scale and adapt flexibly to your workloads without breaking down frequently.

Establish admin Permissions

As part of security, organizations must also outline specific admin permissions according to individual roles. You also need additional authorization and personal access tokens as an added guardrail against unauthorized access.

Look for Customizable Solutions

Most off-the-shelf integration solutions come with standard connectors with pre-configured templates. So basically, you are “working with what you have,” leaving little wiggle room for advanced use cases.?

For more customization possibilities when syncing ServiceNow with Azure DevOps, consider no-code solutions that offer drag-and-drop features for mapping custom fields without writing any code.

For advanced use cases, choose a script-based solution like Exalate to get access to a scripting engine that you can customize.

Conclusion

Implementing a ServiceNow Azure DevOps integration allows you to maintain a seamless workflow between collaborating teams and organizations. You can optimize workflows and create a transparent, decentralized system for managing and resolving issues.

If you want to integrate ServiceNow and Azure DevOps using Exalate, book a demo with an integration engineer and discuss your use case in detail.