A global leader in investment management, faced challenges with siloed IT systems, limiting their ability to manage development and service workflows efficiently. To streamline their processes, they chose ZigiOps as their integration solution, linking Jira and ServiceNow seamlessly.

Client Overview: Management Global Investment

ZigiOps’ client t is a global investment firm managing over $58 billion in assets. With offices in major financial hubs worldwide, the company operates in a fast-paced environment, leveraging technology and data to optimize investment strategies. As part of their business, they manage complex development workflows across different teams, relying on multiple platforms such as Jira for development and ServiceNow for IT service management.

Challenges Faced

The client’s rapid growth and reliance on multiple tools for IT operations and development presented a significant challenge. Development and service management teams worked in silos due to disconnected systems, resulting in communication breakdowns and inefficiencies. Jira and ServiceNow, both critical for their operations, were not integrated, forcing manual data transfers between platforms. This not only slowed down workflows but also introduced the potential for errors, miscommunication, and delays in crucial project approvals.

The investment company wanted to create a seamless workflow between Jira and ServiceNow, where information would flow automatically between platforms. Their goal was to avoid manual intervention, streamline project management, and ensure real-time updates were available across both systems.

The Integration Challenge

The primary challenge for ZigiOps’ client was automating the flow of information between Jira and ServiceNow. When new releases were created in Jira, the process to create and approve corresponding demands and projects in ServiceNow was manual and time-consuming. The investment enterprise needed a solution that would:

1. Automatically transfer new Jira releases to ServiceNow as demands.

2. Update and track approvals in ServiceNow, ensuring that approved demands would create new projects automatically.

3. Sync all relevant information between Jira and ServiceNow, including comments, attachments, and status updates.

By automating this workflow, they aimed to reduce manual efforts, increase operational efficiency, and eliminate bottlenecks in their release and project management processes.

Why Chose ZigiOps?

The client selected ZigiOps as their integration platform due to its ability to seamlessly connect multiple IT systems without requiring extensive customization or coding. ZigiOps' out-of-the-box features, coupled with its flexibility to handle complex use cases, made it the ideal solution for their needs. With ZigiOps, the company could integrate Jira and ServiceNow in a scalable and reliable manner, ensuring that key project data was always in sync across both platforms.

ZigiOps stood out due to its no-code setup, bi-directional synchronization, and real-time data transfer, ensuring a smooth flow of information between the two systems. Its user-friendly interface and customizable workflows made it easy for the company’s teams to configure the integration according to their unique business processes.

The Integration Case

With ZigiOps, the international company was able to automate and streamline their project and release management process as follows:

4. New Jira Release Created: When a new release is created in Jira by the development team, ZigiOps automatically transfers this release as a new demand in ServiceNow.

5. Demand Approval Process in ServiceNow: If the demand in ServiceNow is not approved, no further action is taken. The release remains in Jira, and no project is initiated in ServiceNow.

6. Project Creation Upon Demand Approval: If the demand is approved in ServiceNow, ZigiOps creates a corresponding project automatically in ServiceNow.

7. Updating Jira with the Project Key: ZigiOps picks up the project key from ServiceNow and updates the correlation field in Jira, changing the demand number in Jira to the ServiceNow project number. This ensures that both systems are perfectly aligned.

8. Ongoing Synchronization: From this point forward, any updates to the Jira release—such as comments or attachments—are transferred to the associated ServiceNow project. Likewise, any updates made to the project in ServiceNow, including comments and attachments, are automatically synced back to Jira, ensuring both systems always reflect the latest information.

This integration allowed maintaining consistency between the development and IT service teams, eliminating the need for manual data entry and ensuring that project status updates flowed seamlessly across systems.

The Benefits of Using ZigiOps

9. Automation and Efficiency: ZigiOps eliminated the need for manual data entry, allowing the easy automation of the flow of information between Jira and ServiceNow. This saved significant time and reduced the potential for human errors.

10. Seamless Collaboration: By syncing updates between Jira and ServiceNow, ZigiOps ensured that both the development and IT service teams had access to real-time data. This improved collaboration and reduced communication delays across departments.

11. Streamlined Approval Process: The client no longer had to manually track demands and projects across disconnected systems. ZigiOps handled the creation and approval processes in ServiceNow automatically, simplifying project initiation and ensuring timely updates.

12. Customizable Workflows: ZigiOps allowed the company to tailor the integration to their unique business processes without the need for custom coding. This flexibility ensured that the system worked seamlessly with its existing workflows.

13. Real-Time Synchronization: With ZigiOps, updates to projects or releases were transferred instantly between Jira and ServiceNow. This real-time synchronization ensured that stakeholders always had the latest information, improving decision-making and response times.

Conclusion

By integrating Jira and ServiceNow with ZigiOps, the investment company was able to overcome the challenges of disconnected systems and manual workflows. ZigiOps’ powerful automation capabilities provided the company with a streamlined process for managing releases, demands, and projects, ultimately increasing efficiency and reducing operational costs.

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