Two-way Azure DevOps ServiceNow Integration

Exalate is an integration platform that synchronizes Azure DevOps work items with ServiceNow records in real time. It supports bidirectional sync of incidents, change requests, problems, and custom entities between both platforms. Unlike template-based tools, Exalate uses a script-based engine with AI assistance from Aida to handle any custom workflow. Start your 30-day free trial to test the integration.

You can sync virtually any field available in both systems, including custom fields, comments, attachments, descriptions, statuses, priorities, and work notes. For Azure DevOps, this includes work items (bugs, tasks, user stories, epics), area paths, iteration paths, and read-only fields like ChangedDate. For ServiceNow, commonly synced entities include incidents, RITMs, change requests, problems, and catalog tasks. Aida, the built-in AI assistant, helps you configure complex field mappings without writing code from scratch.

Basic integrations can be configured in under 30 minutes using the ramp-up Exalate flow. For advanced scenarios requiring custom field mappings or conditional triggers, Aida guides you through the scripting process with AI-generated suggestions. Most teams have their first sync running within a day. For more complex cross-company setups, you might require a few days. If you need hands-off implementation, Exalate’s Managed Services team can handle the entire setup for you.

Yes, Exalate supports real-time bidirectional synchronization. When a ServiceNow incident is updated, the linked Azure DevOps work item updates automatically and vice versa. You control the sync direction per field, so you can make some fields sync one-way (like read-only reference data) while others sync bidirectionally (like status and comments). This flexibility eliminates data conflicts while keeping both teams current.

Exalate uses outcome-based pricing, so you pay for active items in sync, not per user or per transaction. Plans start with self-serve options for simpler use cases and scale to enterprise plans for advanced requirements. Each integration (e.g., Azure DevOps ↔ ServiceNow) requires its own plan. Use the pricing calculator to estimate costs for your scenario, or visit the pricing page for detailed plan comparisons. 

Exalate uses single-tenant architecture, meaning your data never shares infrastructure with other customers. Security measures include JWT access tokens, TLS 1.2/1.3 encryption, role-based access controls, and multi-factor authentication. Exalate is ISO 27001 certified and uses endpoint detection and response (EDR) for threat monitoring. Review the complete security documentation at the Exalate Trust Center.

Yes, Exalate integrates Azure DevOps with ServiceNow Change Management to sync change type, reason, priority, assignment group, implementation plans, and more. This enables development teams to stay aligned with IT change processes without leaving Azure DevOps. You can also connect ServiceNow’s Agile Development module with Azure DevOps Boards for sprint-level synchronization.

Yes, Exalate supports multi-node setups where you connect multiple Azure DevOps organizations or projects with multiple ServiceNow instances. The unified console provides a visual network representation of all your connections, making it easy to manage complex environments. This is particularly useful for enterprises with regional instances or MSPs managing multiple client environments. Exalate also integrates with Jira, Zendesk, Salesforce, and GitHub.

Yes, Exalate is designed for cross-company integrations. Each side maintains independent control over its sync rules, so you decide what data to send and receive without sharing admin credentials with your partner. This architecture is ideal for MSPs, vendors, and outsourcing relationships where both parties need to collaborate on tickets but must maintain data governance. Neither side needs to expose its internal system configuration.

The native Microsoft Azure DevOps Integration for Agile Development plugin provides basic sync but requires ServiceNow licensing fees and offers limited customization. Exalate offers more flexible field mappings, custom triggers based on any query condition, cross-company sync capabilities, and doesn’t require changes to your ServiceNow instance. Template-based tools may be simpler initially, but can’t handle complex workflows; Exalate scales from basic to advanced scenarios without switching tools.

The most common use case is escalating ServiceNow incidents to Azure DevOps for development fixes, then syncing resolution status back to ServiceNow automatically. Other scenarios include syncing change requests to align IT operations with deployments, connecting ServiceNow’s service catalog with Azure DevOps backlogs for feature requests, and maintaining audit trails across ITSM and DevOps workflows. Exalate handles all of these with customizable triggers and field mappings.