Multinational Healthcare Company - Case study

Summary

Different teams of our client use Jira and ServiceNow in their day-to-day work. With the ZigiOps platform, they were able to synchronize the work of their DevOps and Service Desk departments and automate a lot of the mundane daily tasks.

After working with the ZigiWave team, this global health enterprise implemented two types of Jira ServiceNow integrations. The first integration is collecting data from ServiceNow and automatically creating Epic-type issues in Jira, with all the necessary information transferred in real-time. The second integration is bi-directional and collects data from Jira to create Enhancement Processing events in ServiceNow. If there are any updates in the Jira issue or in the ServiceNow event, ZigiOps updates the information in the other tool accordingly. Everything happens automatically, without the need for manual opening and closing of tickets.

With the ZigiOps no-code integration, the companys teams can collaborate more efficiently and resolve issues much faster.

The Client

The Client:

Our client brings scaled solutions to hospitals and health centers and is among the highest revenue-generating companies in the United States. The organization has more than 50 years of experience in addressing healthcares most complicated challenges.

Now it is a multinational health care services company, providing medical products to a huge share of the hospitals in the United States. The company also manufactures medical and surgical products and provides performance and data solutions for healthcare facilities.

The company aims to deliver end-to-end solutions and data-driven insights that advance healthcare and improve lives every day.

Challenge Overview

Our client is serving the majority of American hospitals, more than 60,000 pharmacies, and 10,000 specialty physician offices and clinics. Managing such a huge number of orders and service requests requires perfect synchronization and reliable systems to automate repetitive processes.

The company has more than 40,000 employees and different departments are using different software tools to organize and automate a huge number of tasks. The companys customer service team is using ServiceNow to manage service requests, while their DevOps team is using Jira to track projects and development tasks.

Transferring data manually from Jira to ServiceNow and vice versa creates risks for omitting important information, delays, duplicate records, silos, and misunderstandings. The organization works with health products and services, so preciseness and accuracy are a must for them.

Therefore the company wanted a reliable system to help them integrate Jira and ServiceNow and avoid any errors due to the manual transfer of data.

After carefully weighing all the options, they decided to utilize the ZigiOps no-code integration platform, as it is powerful and flexible and could serve their specific requirements within a short time frame.

Solution

Integrations with ZigiOps are quite easy to set up and do not require much time for preparation. The company implemented two integrations between Jira and ServiceNow.

The first integration collects specific events from ServiceNow and automatically creates a Jira epic type issue:

ServiceNow (entity rm_enhancement) -> Jira (issue type Epic)

• Collect data from ServiceNow
• Create a new (epic) in Jira

This way all the events created in ServiceNow that correspond to some pre-defined criteria are transferred to Jira in real-time. Specific issue type is created in Jira, and only the necessary information is transferred so that the companys DevOps team can respond immediately and react accordingly to these requests.

The second integration is bi-directional and extracts Jira issues to take them automatically to ServiceNow:

Jira (issue) -> ServiceNow (rm_enhancement Enhancement Processing) (bi-directional)

• Collect data from Jira (issues)
• Create New Enhancement Processing in ServiceNow
• Update from Jira to ServiceNow
• Update from ServiceNow to Jira

This Jira ServiceNow integration not only filters and transfers the necessary Jira issues to ServiceNow but also transfers any update to both applications as soon as it happens. When a Jira issue corresponds to the specific pre-set filters, ZigiOps gets the info and loads it into a new Enhancement Processing in ServiceNow in real-time.

If there are any updates in the Jira issue, or in case it is closed, ZigiOps automatically updates the ServiceNow Enhancement Processing, too.

If the ServiceNow event is updated, the integration platform transfers the updates to the corresponding Jira issue immediately.

Integrated Data Types

ServiceNow Event -> Jira Epic

Jira Issue -> ServiceNow Enhancement Processing

ServiceNow Enhancement Processing -> Jira Issue

Outcomes & Results:

Integrating Jira and ServiceNow with the ZigiOps platform helped this multinational health company to significantly reduce the time for handling customer service requests, which led to boosted customer satisfaction. ZigiOps provided a secure and reliable solution for the company to automate workflows which were causing delays and complications when done manually. The organizations teams are now able to avoid critical errors and corrupted data problems. With the integrations, performed with ZigiOps, the companys DevOps and Customer Service teams collaborate more effortlessly and efficiently.

ZigiOps helped our client with:

• Real-time bi-directional integration between Jira and ServiceNow, and specific Jira issue
  types.
• Elimination of manual work, which brings the risk of errors or faulty data exchange to a
  minimum.
• Much faster issue resolution, leading to boosted customer satisfaction.
• Improved visibility into recurring issues, leading to simplifying of problem management.
• Minimized downtimes and service interruptions.
• Significantly improved collaboration between different teams and departments.
• Better management of their IT Services.

Our client needed a reliable and stable partner to help them with their integration challenges. ZigiOps provided the necessary functionalities to solve the challenges in the companys complex, multifaceted environment. In result, the company created more intelligent and seamless workflows for a perfect and most accurate order handling and customer service management.