Connecting Support & Development Teams

Enterprise-Ready Integration Platform Enables Seamless Automation and Collaboration Between Support and Development Teams

Team Quantum Whisper - Nov 16, 2024 4:24:42 PM

Enterprise Integration Platform for Salesforce, Dynamics CRM and ServiceNow

Over the years, we've had the privilege of serving a diverse range of customers, spanning from fresh startups to established enterprise clients. It's truly fascinating to see this dichotomy! In each scenario, there has been a clear desire for seamless integration between customer-facing support and helpdesk teams, responsible for managing cases in Salesforce.com, Microsoft Dynamics 365, ServiceNow and the backend engineering teams utilizing tools like Azure DevOps, Jira, GitHub, VersionOne, and Rally for work management. However, enterprise customers have additional requirements that must be addressed to adequately meet their needs. Below are essential requirements that the Quantum Whisper provides enterprise customers.

Topics: ServiceNow- Salesforce- Dynamics

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10 Reasons Enterprises Are Integrating ServiceNow and Azure DevOps

Team Quantum Whisper - May 30, 2024 3:32:11 PM

Explore ServiceNow & Azure DevOps Connector


Business Case for Integration

Companies are integrating ServiceNow and Azure DevOps to streamline their workflows and improve collaboration between support/IT operations and development teams. This integration helps automate incident or case management, synchronize work items, and enhance visibility across projects, leading to increased efficiency and better overall performance. Seamless integration can yield significant benefits for the enterprise. Here are the top reasons why organizations choose to integrate these two powerful platforms:

  1. Visibility around Business Requirements:

    • By integrating ServiceNow and Azure DevOps, enterprises gain visibility into business requirements, ensuring alignment between development efforts and customer needs.
  2. Real-Time Access to Prioritized Customer Trouble Tickets:

    • The integration allows support teams to access and prioritize customer trouble cases or tickets in real time. This ensures timely responses and efficient incident management.
  3. Automation Eliminates Manual Communication on Customer Issues:

    • Manual communication between support and development teams can be time-consuming and error-prone. Integration automates the flow of information, reducing manual effort and improving accuracy.
  4. Communication Between Native Systems About Trouble Tickets:

    • ServiceNow and Azure DevOps can seamlessly exchange information about trouble tickets, ensuring that both systems stay up-to-date with the latest status and details.
  5. Real-Time Updates Until the Trouble Ticket Is Resolved:

    • The integration enables real-time updates across both platforms. Support teams can track progress, collaborate with development, and keep customers informed until issues are resolved.
  6. Speeding Up Decision-Making Across Entire Departments:

    • With streamlined processes, decision-making becomes faster. Whether it’s prioritizing work items or resolving incidents, integrated systems facilitate quicker responses.
  7. Leveraging the Best Tools for Collaboration and Management:

    • ServiceNow excels in IT service management (ITSM), while Azure DevOps is a robust platform for development and DevOps practices. Integrating them allows teams to use the right tools for their specific tasks.
  8. Enhanced Product Delivery Rates:

    • The combined power of ServiceNow and Azure DevOps accelerates product delivery by eliminating bottlenecks and ensuring efficient collaboration.
  9. Seamless Automated Workflow:

    • Integrating ITSM processes with development workflows creates seamless end-to-end automation. From incident creation to resolution, the entire lifecycle benefits from streamlined processes.
  10. High Levels of Customer Satisfaction:

    • Ultimately, the integration leads to improved customer satisfaction. Faster issue resolution, better communication, and efficient incident management contribute to a positive customer experience.

While there are obviously many reasons to integrate, from our experience, customers love our ServiceNow and Azure DevOps integration for it's simplicity, targeted and use cases specific integration, and it's fast and easy set-up and configuration. Customers are always amazed they can be fully integrated within 60 minutes. The primary benefits automation eliminates data re-entry. 

Remember that each organization’s context may vary, but these reasons highlight the value of integrating ServiceNow and Azure DevOps for enterprises! 🚀

ServiceNow & Azure DevOps Integration Schedule Demo

 

Topics: ServiceNow- Azure DevOps

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ServiceNow Customer Service Management Case Integration is Available

Team Quantum Whisper - Mar 15, 2021 9:14:08 AM

First ServiceNow Integration was for ITSM

ServiceNow has long been a leader in the Information Technology Service Management (ITSM) space. It offers a robust and flexible set of tools to optimally develop, deliver, and manage IT services. ServiceNow ITSM is commonly used to handle internal incidents, service requests, problems, and changes.

Topics: ServiceNow

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Integration Partner, ServiceNow, Tops in Gartner ITSM Magic Quadrant

Team Quantum Whisper - Jan 1, 2021 9:47:13 PM

ServiceNow ITSM & Case Integration provided by Quantum WhisperOn October 6th, 2020, Gartner named ServiceNow a leader for 7th year in 2020 ITSM Magic Quadrant. The Gartner Magic Quadrant is a much anticipated report for customers seeking a third-party evaluation of IT Service Management vendors. As a leading integration solution vendor ourselves, Quantum Whisper looks to these reports to develop strategy and plan future integrations. The report provides an overall snapshot of the ITSM industry as well as a full assessment of ITSM vendors including strengths and weaknesses. It servers as a great guide for those evaluating an ITSM solution. To learn more about the report, visit Gartner to download a copy.

Topics: ServiceNow- Azure DevOps- GitHub- Jira- Rally- VersionOne

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A New Way to Integrate ServiceNow and Azure DevOps (VSTS or TFS).

Team Quantum Whisper - Jan 28, 2018 9:06:25 PM

We get a lot of requests to integrate ServiceNow with Azure DevOps (VSTS/TFS). Customers come to us with various scenarios, some we support, many we do not. This blog highlights a common request that we receive --- but do not support (more on that later) but nevertheless, may be of interest to our existing customers. For that reason, we decided to share it.

Topics: ServiceNow- TFS- VSTS- Azure DevOps

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Introducing ServiceNow Integration Connector!

Team Quantum Whisper - Jul 21, 2017 5:13:14 PM

ServiceNow Logo.pngThat cat is out of the bag! A few weeks ago we quietly launched out new ServiceNow connector. Similar to our Microsoft Dynamics CRM integration, it also integrates with TFS, VSTS, JIRA, VersionOne and CA’s Agile Central. Naturally, it solves the same business problem --- connecting people in support and development. Users escalate incidents (bugs, feature enhancements etc.) from ServiceNow to development for review, prioritization and delivery. The subsequent bi-directional link updates the respective systems and keep key stakeholder in the loop. No more double entry or black hole between two desperate teams and systems.

Topics: ServiceNow

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