jira servicenow integration
Jira ServiceNow Integration

Atlassian and ServiceNow account for 58% of the ITSM market according to the latest Apps Run The World report. 

Overall, Atlassian has 226,000 customers, most of which are Jira Software users with 35,000 having Jira Service Management (JSM). In Q2 of 2022, Atlassian added a further 10,000 customers. ServiceNow has just 6,900.

 

This means that the need for integrations between Jira and ServiceNow, as well as migrations from ServiceNow to Jira and vice versa, will continue.

Both Jira and ServiceNow are very advanced tools, often used by big companies around the world with complex processes and workflows, making integrations between these tools challenging. 

In this blog post, we will describe how both integrations and migrations can be done using the getint.io Jira ServiceNow integration app.

Main benefits of Jira ServiceNow integration

  • Keep teams using different software in sync
  • Avoid human errors (when copying and pasting)
  • Real-time access to customer issues and priorities
  • Real-time updates when a customer issue is resolved

When Jira and ServiceNow are bi-directionally integrated using the Getint.io Platform, the status of task/incident is synchronized instantly, so the response to customers can be much faster. Here is a brief description of how the integration works in practice:

  • Multiple customers report similar issues related to the product (they provide a description, title, attachments, and all other custom fields required by you). 
  • The support team identifies these tickets and reports them as a ‘task’ to the development team.
  • The development adds a comment to the ‘task’ stating that it will be resolved in the next release (and expected date).
  • The support team receives the information as ‘comments’ in ServiceNow.
  • When a new customer logs a ticket asking for resolution of the same defect, the support team immediately responds to the customer stating that the ‘defect’ is being resolved and the customers will have a solution by the next release.

Jira and ServiceNow integration scenarios

There are usually three scenarios when looking for a tool to help integrate Jira and ServiceNow. At this point, you are most likely aware that developing such a tool internally can be overwhelming and complex.

Using both Jira and ServiceNow

Jira and ServiceNow are often loved by specific departments. Jira is preferred by techies and developers, while ServiceNow is favored by support teams, and businesses often benefit from encouraging teams to use the tools they prefer.

Your development team works with contractors 

Because of this, your development team must cooperate with the external team. It isn’t ideal if two different tools are being used at once. Plus, you don’t want to risk any errors that are usually caused by humans when copying and pasting issues.

Your teams were using ServiceNow, and now want to switch to  Jira Service Management

Some companies using Jira decide that they would like to benefit from the entire Atlassian ecosystem, which means they would like to stop using ServiceNow and migrate to the Jira Service Management.

Preparing the integration or migration 

The first thing to do when preparing the integration is to understand the differences between the tools and decide how would you like to make them work together. 

Often, you will have different types and fields, and different statuses. Do you want to integrate attachments? Should the integration work one way, or both ways? What about the custom fields? 

The best way to proceed is to prepare a Google Doc where you can simply list all the ServiceNow fields required to be integrated with Jira. This will help you understand what needs to be done to prepare the tools to be integrated, e.g. there may be a need to create additional custom fields in Jira or ServiceNow.

How to choose the best integration platform for Jira ServiceNow integration

Knowing what you’d like to achieve will help in talking to service providers. Ensure that all the requirements are met or can be met, and make sure there is an option for certain configurations as some are so unique and advanced that custom development may be required.

When the tool you’d like to use is prepared to execute the scenario you planned, check the hosting type – plenty of big companies have strict security policies where on-premise deployment is necessary. This can be a blocker for some popular platforms, that are SaaS only. Next, check the reporting, reliability, and SLAs, especially if the integration is business-critical.

Last but not least, check the price – there are a lot of overpriced applications out there.

Proof of concept

You have chosen the tools, you’d like to try. That’s the place where you can have a wow effect or a very disappointing experience. With getint.io, there’s a 3-minute setup, to help you make a fast proof of concept to show the business stakeholders that the integration or migration can be done.

You don’t need to choose between visual mode or coding mode, you have both – start small and test everything out. Lastly, when the connections work, when the title, description, and comments are successfully integrated, start adding more types/fields to the setup.

Test Environment

If you were happy with the trial, and you’d like to proceed with the implementation, start with the Test Environment. Try to mirror your production setup, and test if everything works as expected. If not, work with the creators of the platform to make it work as needed. A good tool will inform you of how everything works – if there are errors you need to fix, it is important to know at this stage.

Execution

Yay! Everything is ready to be implemented. Run the integration and observe – here is when the reporting part comes in handy. Even though everything went well, you may need to change the setup based on the requests from the users that are now seeing how everything works. It’s almost certain that there will be things they forgot to mention when you were preparing for the migration. Make sure, the support team of the app has your back and will be able to react to those needs. The end goal is to have happy users, not stick with initial requirements.

Maintenance

Secure the setup. Make sure you know how the updates of the platform will be implemented, how the pricing works, and what to do when something breaks. Also, think about scaling possibilities. What if you’d like to add another Jira or ServiceNow instance to the platform. How will it affect the cost? Is that even possible?

 

Security (SaaS/OnPremise)

Most Enterprises, FinTech companies have big security expectations. And that’s OK!

In the end, you’re integrating the data that can be sensitive. Can the tool of your choice work behind the firewall? Can it be installed on your own infrastructure, without anyone accessing it? 

On the other hand, if that’s not the case – can it be simply deployed, as an out-of-the-box solution, that can be up and running within minutes? Or… can it do both?

Performance

Jira Data Center or ServiceNow instances deployed by companies having thousands of users may have hundreds, thousands of tasks/issues created within minutes. Syncing those data cannot affect the performance of both Jira, and ServiceNow. At the same time, it has to integrate quickly. Check if the tool supports parallel threads, and if the tool is installed in Jira, or in ServiceNow – if yes, it can affect the performance of those applications, which should be avoided.

Installation

The best tools offer you the choice – you can either install it from the dedicated marketplaces (like Atlassian Marketplace, or ServiceNow Marketplace) and can be installed outside of those. Why? Sometimes it takes several approvals to install the application in Jira, or ADO. It takes time – so it’s good to have a choice, and sometimes mix the two. F.e. to test out the tool quickly, while waiting for approvals to install the production version via the Marketplace, and pay via the Marketplace. In either case, it should not affect those applications. 

Reviews, and the teams’ experience

When it comes to integrations, and migrations, you deal with a delicate matter. It’s good to have direct access to an experienced team that can guide you through when needed. Check the reviews, before buying – but not just the amount, the emotional level of it. The more positive, and descriptive, the better.

The full-service option, rather than just a license

Let’s be honest. When it comes to integrations, or migrations – usually it’s not something that you need to do once a week. Some admins or DevOps managers are doing it a few times in a lifetime. When it’s complicated, it’s good to be able to get a full-service approach, the team that can simply agree to the scope and does it for you. Instead of just selling you a license and a link to the documentation, or redirecting you to some other, external partner company that may not be interested in helping you, if you won’t buy more of their services.

Price

Last, but not least – the price vs value ratio. How much in total do you have to pay? Is it really worth it? Do you need to pay once, or for both Jira, and Azure DevOps installation? Check it carefully… There are some ridiculously overpriced applications on the market.

How to Set up ServiceNow Jira Integration (Step by Step)

In short (TLDR:)

Preparing the integration

Do you know what you want to integrate? 

Open an excel file, and think it through. What types do you need to integrate? What fields? Are those fields created in both Jira, and ServiceNow? How would you like to map the statuses (especially important, when workflows differ)?  

Do you need SaaS or an OnPremise version? If OnPremise, how quickly can you have the machines ready? Finally, who are the decision-makers that will make the decision of buying the app? It’s good to keep them in the loop from the very beginning. In some cases, the business unit of the Vendor needs to work with your Buying Department to add the Vendor, as a Contractor.

System requirements

Do you need to install the application in Jira, and in ServiceNow? 

Do you have the required level of permissions to perform the installation?

What are the requirements for OnPremise installation? 

Can you meet them? 

When it comes to getint.io platform – it’s easy. You can, but you don’t have to install the application in Jira, and in ServiceNow, and the infrastructure required for an on-premise installation is easy to meet. 

Installing free trial of Getint.io ServiceNow Jira integration

Go to the Atlassian Marketplace, click “Try it free”, and test it out for 30 days 🙂 As simple as that. Or, reach out directly, if that’s not possible.

Play with the tool, read the documentation, watch video tutorials to learn how to use the platform. If you will have any questions, open a support ticket, or reach out to us on chat. 

Support, and further possibilities

Do you need full-service support? Premium SLA? Custom development services? We’re here to help you succeed. Simply send us an email jacek@getint.io

Choosing the License type

Would you like to pay via Atlassian Marketplace? Do you need an annual subscription or a monthly subscription? Can you buy the app directly from us, or do you need to buy it via Atlassian Partner?

Getint.io integrations platform

Getint.io is an Atlassian vendor specializing in integrations, and migrations. The platform was developed for techies or admins, DevOps engineers, and Consultants. Getint.io is used by both big and small companies such as Deloitte, Capgemini, Mercedes Benz, and Retail Assist.