Streamlining ITSM Integrations: An Interview with Bryan McCabe from InoApps

Managing IT service operations efficiently requires seamless integrations between different platforms. InoApps, a leading Oracle consultancy and managed services provider, faced challenges in synchronizing data between Jira Service Management (JSM) and various ITSM tools used by their customers. To streamline this process, they turned to Getint.

In this interview, Bryan McCabe, Executive Vice President at InoApps, shares insights on how Getint has transformed their service management workflows, improved SLA tracking, and eliminated manual inefficiencies. Jacek Wizmur-Szymczak, Co-founder at Getint, leads the discussion, exploring how the collaboration between the two companies has evolved over the years.

Read on to learn how InoApps successfully integrates JSM with Zendesk, ServiceNow, and other ITSM tools—offering a smoother, more automated experience for their customers.

How InoApps Optimized ITSM Integrations with Getint: A Conversation on Efficiency, Automation, and Growth

Jacek Wizmur-Szymczak: Welcome, Bryan, and thank you for taking the time to share your experience with Getint. I was looking through my emails and noticed that our first interaction was back in 2023. Now it’s 2025, which means you've been using Getint for quite some time. To start, could you introduce yourself, your company, and your role?

Bryan McCabe: Sure, happy to. My name is Bryan McCabe, and I'm based in the UK. I am an Executive Vice President at InoApps. InoApps is a specialist provider of Oracle consultancy and managed services. We are a global organization with around 500 employees, operating in North America, Europe, and the Asia-Pacific region. Our focus is on Oracle software and technology.

Jacek: InoApps operates on a large scale, serving over 500 customers across 40 different countries. That’s quite impressive. Can you tell us how Getint fits into your operations?

Bryan: Absolutely. We currently provide ongoing managed services for around 132 customers, and this is where Getint plays a crucial role. We use Getint to integrate Jira Service Management (JSM) with various customer ITSM tools, including Zendesk and ServiceNow. Many of our customers have their own service desks and don’t want to manually duplicate tickets. Getint enables seamless integration, allowing each party to maintain their own system while having real-time data synchronization.

Jacek: It’s great to hear that you’ve decided to renew your Getint license. That means the tool is bringing ongoing value. What specific projects or operations have benefited the most from using Getint?

Bryan: We originally transitioned from ServiceNow to Jira Service Management about two and a half years ago because we felt JSM offered a more agile approach to service delivery. Our customers interact with us through our JSM portal, but many prefer to use their own service management tools. Rather than forcing them to log into multiple systems or duplicate tickets manually, we use Getint to integrate JSM with their platforms. Our first major deployment was an integration between JSM and Zendesk, which has been running successfully for over a year.

Jacek: Before implementing Getint, how did InoApps manage integrations between different ITSM tools?

Bryan: To be honest, we didn’t do it. While API-based integrations were technically possible, we found them too complex and costly to implement and maintain. Customers also didn’t want to change their systems, just as we wanted to retain flexibility. As a result, we relied heavily on manual processes—copying and pasting data between platforms or using email-based workarounds, which were inefficient and error-prone.

Jacek: Many customers have shared similar experiences—realizing that beyond saving time, automation reduces errors. Did you face specific inefficiencies with manual processes that Getint helped eliminate?

Bryan: Absolutely. The biggest issue with manual processes is human error. Important details would sometimes be missed when copying and pasting ticket information. Additionally, manual updates created delays. For instance, customers expected us to be working on their tickets while our system was still waiting for an update. This misalignment impacted SLAs and overall service delivery. With Getint, updates are instant, ensuring both parties have real-time visibility and accurate SLA tracking.

Jacek: You started with one customer using Getint. How has it evolved? Is integration now a standard offering for new customers?

Bryan: Yes, it’s now part of our standard offering. In fact, right after this conversation, I have a call with a customer interested in integrating their ServiceNow instance with JSM. Before Getint, we avoided these conversations because integration was too complicated. Now, we actively encourage it because we know we have a reliable solution.

Jacek: Reflecting on your initial implementation, was the integration process easy or challenging? What stood out about the experience?

Bryan: The first integration with Zendesk was a learning experience. Our customer was implementing Zendesk at the same time we were integrating JSM with an external system for the first time. The core Getint engine worked seamlessly, mapping fields between Zendesk and JSM. However, we underestimated the complexity of defining workflows and statuses that aligned with both systems. The support from your team was excellent, helping us navigate these challenges.

Jacek: That’s a great insight. Sometimes, companies focus only on technical implementation but overlook process alignment. When evaluating Getint, what made you choose us over other solutions, and what has kept you with us?

Bryan: Three main reasons. First, Getint was highly visible on the Atlassian Marketplace and supported multiple integrations, giving us flexibility. Second, pricing—your solution offered great value. Finally, we debated whether to build our own integration, but we recognized that Getint had the expertise. Just as our customers trust us with Oracle solutions, we trusted Getint for integrations. As for why we’ve stayed—it works! Everything that led us to choose Getint initially remains true today.

Jacek: That’s fantastic. We also designed Getint with usability in mind. Even for technical teams like yours, maintaining scripts can be a hassle. How do you view the balance between UI-based integrations and script-based solutions?

Read more: InoApps' ITSM Transformation with Getint

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Bryan: I completely agree. Our technical team enjoys writing scripts, but maintaining hundreds of scripts long-term is unsustainable. Getint’s UI-based approach simplifies integration management, ensuring consistency while still allowing flexibility when needed.

Jacek: Security is another critical factor. With Getint, you don’t need installations on the customer’s end. Was this an important factor for you?

Bryan: Absolutely. We didn’t want to enforce installations on our customers. Additionally, Getint operates in a way that simulates an end user, ensuring data security. This approach prevents cross-customer data leaks, which is essential given the sensitive nature of the information in our JSM instance.

Jacek: Now that you’ve used Getint for over a year, how has it impacted response times, productivity, and customer satisfaction?

Bryan: The improvements are clear. Updates are instant, reducing delays and improving SLA adherence. Our internal team is more productive since they no longer have to duplicate work. Customers also appreciate having a seamless experience without disrupting their workflows.

Jacek: That’s great to hear. As we continue to refine Getint based on customer feedback, I hope we can keep enhancing your experience. Lastly, would you recommend Getint, and why?

Bryan: Yes, absolutely. Getint is flexible, easy to work with, and does what it promises. Your team listens to feedback and continuously improves the product. I’d recommend Getint to any organization looking for an efficient integration solution.

Jacek: Thank you, Bryan. It’s exciting to see how our partnership continues to grow. I appreciate your time and insights. Looking forward to more collaboration in the future!