GBDS Network SA enhanced its IT operations for an insurance firm by integrating Jira Service Management with ServiceNow. This streamlined communication between internal IT tickets and external requests from business partners or clients, ultimately improving overall operations management and risk minimization in IT operations.
Paul Wilkinson, Certified Jira Administrator & Senior Consultant, GBDS Network SA, Chiasso, Switzerland.
At GBDS Network SA, we specialize in IT consultancy, focusing on enhancing operations management and minimizing risks in IT operations.
Our client, an insurance firm within a financial organization, utilizes the Atlassian suite we provided and tailored to streamline their IT operations. Specifically, GBDS Network SA facilitates:
During the Customer Service project's rollout, there arose a need to integrate Jira Service Management (for internal IT tickets) with ServiceNow (for external ticketing by Business Partners or clients).
Business Partners, be they territorial agents or consumers, employ ServiceNow (Now) to relay requests to the insurance company's commercial units. Notably, a significant portion of these requests, which previously were communicated via error-prone emails, pertained to software issues, necessitating their redirection to IT Operations.
This integration aims to:
The goal is for this integration to be utilized seamlessly by both IT and SNow Customer Service Agents.
When a Task in SNow necessitates IT group intervention, the Getint app autonomously generates a ticket within the JSM project. These IT tickets can range from Incident Reports to Service or Change Requests, each with its unique workflows, fields, and regulations.
Information such as Request Type, Application, Context, and Affected Version auto-determines the ticket type and assignee within JSM. Throughout the ticket creation and update processes, various system and custom field values, inclusive of attachments, are shared bi-directionally. Synchronized statuses are maintained.
Furthermore, the JSM Ticket can autonomously generate linked Incidents or Changes within other Jira Software projects. When these updates occur or are released, the Task in Now is auto-updated.
For communication, external comments (or Now's Work Notes) relay messages. JSM can directly email Now task assignees to notify of updates or urgent requests.
Additionally, a Rich Filter Dashboard in Jira provides a comprehensive overview and management of all IT requests in Now.
Key benchmarks include:
However, a current challenge lies in user mapping, which requires extensive, potentially unreliable workarounds. Getint has acknowledged this and plans an imminent update.
We prioritized:
While we did contemplate other tools and direct integration using Rest APIs, Getint's solution, albeit with a few tailored modifications, was almost instantly deployable.
After our request for Oracle integration and additional comment and attachment management features, Getint delivered a product that resonated with our client from the first demonstration, rendering other options redundant.
Good tool, easy to use with fast and professional support. Data integration interfaces between Jira DC and Snow (or Jira 2 Jira) are configured in a minute without coding. between !!!
Andrea Colombo
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