ISCG: ServiceNow Jira Integration for a Managed Services Company
For ISCG, the Jira ServiceNow integration provided by Getint has revolutionized how they manage internal operations.
For ISCG, the Jira ServiceNow integration provided by Getint has revolutionized how they manage internal operations.
Founded over 20 years ago in Poland, ISCG has a team of approximately 100 employees and contractors providing services to mid-size and large enterprises. While ISCG works with major clients—such as managing environments with over 20,000 Microsoft 365 users—specific client names cannot be disclosed for this case study.
ISCG is a consulting and technology firm specializing in IT infrastructure services, cybersecurity and business applications development and maintenance. Company specializes in Microsoft technologies.
Noteworthy certifications and awards include:
• Microsoft Partner of the Year – Solutions
• Country Partner of the Year (Poland) Winner
• Microsoft Partner Solutions: Modern Work with Advanced Specialization: Adopt and Change Management; Security with Advanced Specializations: Identity and Access Management; Digital & App Innovation; Data & AI; Infrastructure
• ISO 9001 and 27001 certification
Project Lead: Filip Bywalec, Head of Managed Services
ISCG uses Jira internally, while its enterprise clients utilize ServiceNow. Each ISCG team supports multiple clients, and initially, clients expected ISCG teams to log into their respective ServiceNow instances. However, this approach proved inefficient, requiring ISCG teams to switch between various ServiceNow instances while simultaneously working within their own Jira environment. This process introduced delays, discomfort, and a higher risk of human error.
To ensure a smooth workflow and a positive experience for both internal teams and clients, ISCG sought a more efficient solution. After evaluating alternatives, integration emerged as the best option to streamline operations.
Getint was recommended by a ServiceNow expert collaborating with ISCG.
ISCG plans to start by integrating Jira Cloud with the ServiceNow instances of three clients, with the potential to expand the integration to additional ones. The initial clients include a global gas station company operating in 25 countries and a leading chemical company in Europe.
The primary goals of the integration are to automate the exchange of tickets, minimize manual effort, and ensure fast, reliable data flow without any loss of information. Without integration, ISCG employees had to manually check multiple tools, including Jira, numerous ServiceNow instances, Teams, Slack, and email, creating inefficiencies and increasing the likelihood of errors.
Additionally, without integration, each team member needed individual accounts for various systems, complicating task handovers when someone left the company or went on holiday.
The integration would not only save time and effort but also provide a superior client experience by reducing manual steps. Furthermore, it would streamline onboarding for new employees and clients, offering a consistent and easily replicable process.
ISCG leverages Getint’s built-in filtering to integrate specific Jira projects with corresponding ServiceNow Assignment Groups. This setup is highly efficient, requiring no technical expertise or scripting.
The integration supports both bidirectional sync (close to real-time) and unidirectional sync, depending on the engagement. ISCG employs development, testing, and production environments to ensure the reliability of the integration.
Issue Types: Standard and custom types, including incident vendor tasks and catalog vendor tasks related to Jira incidents.
Fields: A mix of standard and custom fields, including comments, attachments, and statuses.
• Availability: The integration must be stable, reliable, and consistently available. Currently, the integration is performing well, meeting all expectations.
• Ease of Use: Non-technical managers at ISCG can operate the Getint platform without requiring additional technical support. The intuitive UI addresses all business needs seamlessly.
• Support: Given the critical nature of the integration, ISCG values responsive and friendly support. The Getint team has demonstrated a commitment to ensuring the success of this integration.
ISCG tested multiple solutions before choosing Getint. Competing platforms either required payment for ServiceNow instances (like Exalate) or billed based on the volume of integrated tasks, making it difficult to control costs (like Unito/Zapier). Getint offered the best solution, with a pricing model that aligned with ISCG’s business needs, demonstrating a deep understanding of their requirements and a commitment to helping them succeed.
Jira ServiceNow integration refers to the seamless connection between Jira and ServiceNow platforms to automate workflows, streamline ticket management, and enhance collaboration across IT service management (ITSM) and development teams. This type of integration helps companies like ISCG manage both internal tasks in Jira and external client service requests in ServiceNow efficiently.
By utilizing a Jira ServiceNow integration, businesses can improve data accuracy, reduce manual processes, and ensure that critical information is shared between teams without the need to switch between different tools. This integration is especially beneficial for managed services companies, which often need to handle multiple client systems simultaneously.
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Implementing a Jira ServiceNow integration has several advantages for managed services providers, particularly those handling multiple client environments. Here are the key benefits that ISCG experienced:
• Increased Efficiency: With an automated ticket exchange system, ISCG eliminated the need for manual data entry between Jira and ServiceNow, reducing the risk of errors and speeding up workflows.
• Centralized Information: The integration allowed ISCG teams to work in a single environment (Jira), while still syncing data with clients using ServiceNow. This reduced the need for employees to switch between multiple platforms.
• Improved Client Satisfaction: By ensuring faster response times and accurate data transfer, ISCG was able to provide a better experience for its clients, contributing to higher satisfaction and trust.
• Scalability: ISCG started the integration with three clients but has plans to scale it across additional clients, demonstrating the flexibility of the solution.
At the core of ISCG’s Jira ServiceNow integration is Getint, a platform that enables seamless synchronization between the two tools. Here’s how it functions:
• Ticket Syncing: Tickets raised in ServiceNow by ISCG’s clients are automatically synced to the corresponding projects in Jira. This ensures that internal teams at ISCG can manage the work without manually logging into multiple ServiceNow instances.
• Custom Filters and Fields: Getint’s filtering system allows ISCG to map specific Jira projects to ServiceNow Assignment Groups. This mapping works for both standard and custom issue types and fields, including comments, attachments, and statuses.
• Real-Time Sync: The integration operates in near real-time, ensuring that both Jira and ServiceNow have up-to-date information across projects and clients. This reduces lag and increases responsiveness in managing client tickets.
Here are some typical use cases for companies considering a Jira ServiceNow integration:
• Incident Management: When a client opens an incident in ServiceNow, the ticket is automatically transferred to Jira for internal resolution. The integration ensures that any updates or resolutions in Jira are synced back to the client’s ServiceNow system in near real-time.
• Change Requests: Managed services companies like ISCG can process client change requests efficiently by integrating Jira and ServiceNow, allowing for seamless back-and-forth communication between teams.
• Client Support and ITSM: Client support teams in ServiceNow can escalate technical issues to development teams using Jira Client Portals, streamlining collaboration across departments.
For ISCG, selecting Getint as the integration platform came down to its ease of use, reliable performance, and business-friendly pricing. Here’s why Getint stands out:
• No Coding Required: Getint offers out-of-the-box integration solutions that require no scripting or technical knowledge, making it easy for non-technical managers to set up and use.
• Flexible Pricing: Unlike other solutions, which charge based on ServiceNow instances or the volume of integrated tasks, Getint’s pricing model is more cost-effective, making it a great fit for businesses like ISCG that need scalability.
• Responsive Support: ISCG values the responsive and attentive client support provided by the Getint team, ensuring the integration runs smoothly, even as the business grows.
For ISCG, the Jira ServiceNow integration provided by Getint has revolutionized how they manage internal operations and client support. The automated syncing of tickets, the ease of use for non-technical staff, and the responsive client support have all contributed to the success of this integration. With plans to expand the integration to more clients, ISCG continues to enhance its managed services with a solution that’s reliable, efficient, and scalable.
Whether you’re a managed services provider or an enterprise seeking to optimize ITSM processes, a Jira ServiceNow integration can deliver significant value in terms of efficiency, client satisfaction, and operational control.
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