2025-10-30

agosense

Solutions

Integrating ServiceNow with ALM Tools

Synchronizing ITSM & ALM – Automated & without media disruptions

In many organizations, ServiceNow is the central helpdesk tool – used for both internal and external customers. When a ticket is classified as a bug or change request, it often has to be manually transferred to a development tool like PTC Codebeamer, IBM EWM (RTC), Microsoft Azure DevOps, or Siemens Polarion. This not only causes media disruptions but also introduces potential errors and inefficient communication.

With agosense.symphony, those issues are a thing of the past:

• True End-to-End Integration: Tickets from ServiceNow are automatically created in ALM tools like Codebeamer, IBM EWM, Azure DevOps, Polarion, or Windchill as defects or change requests.
• Bidirectional Data Exchange: Statuses, comments, attachments, and priorities are synchronized in real time – without manual intervention.
• Everyone Works in Their Preferred Tool: Support, development, and QA stay in their familiar environments.
• Reduced Error Rate Through Automation: No more emails or copy-paste – all information flows automatically and traceably.
• Flexibility & Scalability: Supports complex workflows and large data volumes without performance loss.
• Future-Proof: Thanks to its open architecture and broad tool support, the platform grows with your needs – whether it’s new tools, more teams, or more complex processes.

Integration of ServiceNow & Codebeamer

A typical workflow scenario looks like this:

• Incident in ServiceNow: A customer reports an issue via the ServiceNow portal.
• Classification: The helpdesk classifies the ticket as a product defect.
• Automatic Transfer: agosense.symphony automatically creates a corresponding artifact in the ALM tool – e.g., a defect in Codebeamer.
• Synchronized Processing: Developers work on the issue in their preferred tool, add comments, attach files – everything is automatically synchronized with the original ticket.
• Customer Feedback: The status is updated, and the customer receives feedback via ServiceNow – without any manual steps.

Demo Video: “Integrating Codebeamer & ServiceNow”

You’ll find a matching video in our recorded webinar:
"Integration von Codebeamer & ServiceNow via agosense.symphony ◹

Conclusion

Integrating ServiceNow with agosense.symphony creates a seamless connection between support and development. It reduces manual effort, improves data quality, and ensures full traceability – a real win for everyone involved.

Which Tools can be integrated with ServiceNow?

In addition to integrating ServiceNow with Codebeamer, many other popular ALM tools can be synchronized and integrated with ServiceNow:

• IBM Engineering Workflow Management (RTC/EWM)
• Microsoft Azure DevOps
• PTC Integrity / Windchill RV&S
• Siemens Polarion
• Atlassian Jira
• Microfocus ALM
• ...and many more

Discover the full list of currently supported tools and interfaces:
Overview of all integrations with agosense.symphony ◹

Want to Connect Your Tool Landscape Efficiently?

With agosense.symphony, tool integration becomes a competitive advantage – not a challenge.

Let`s talk about your individual situation & needs. ◹ 

We’re happy to answer your questions and support you in implementing your projects.

^Share