What I delivered
Requests came into ServiceNow, but the engineering work they implied lived in Azure DevOps — and the handoff between the two was manual, lossy, and easy to drop. I built the bridge that closes that gap.
- A ServiceNow catalog intake that captures a request and its scope in one place.
- An automation that splits a large request into discrete child work items instead of one vague ticket.
- A proof-of-concept that creates a linked Azure DevOps epic directly from catalog intake.
- Local-first companion notes so tracked work can be picked back up without digging through chat history.
How it came together
The core is a clean intake pattern plus a REST integration into Azure DevOps, wired through ServiceNow Flow Designer so the epic-creation step is a natural part of submitting the request. An in-house agentic AI system did the heavy lifting on the compiler that turns one broad request into well-formed child items — parsing, drafting, and structuring — which I then validated and hardened. The design keeps the request, the child items, and the ADO epic in sync from the moment someone hits submit.
Impact
A request no longer stalls in the gap between "logged in ServiceNow" and "tracked in engineering." Work shows up in Azure DevOps already split and linked, managers can see it move, and nothing gets lost in a manual copy-paste handoff. It proved the platform can split, track, and route real work automatically instead of relying on someone to reconcile two systems by hand.