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.

On 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.

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.

That 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.