Operational transparency, real-time scalability, and optimization of the workflows are three of the most crucial qualities mid-to large-scale companies strive to achieve. Each of them provides stability and increased levels of customer satisfaction. Attaining them is directly tied to having the right tools in the tech stack. Platforms like ServiceNow and Jira are often present in the IT ecosystem. Thanks to their expanded capabilities and modules oriented toward each need of the business, the two systems are among the most popular tools in their market segments. They help DevOps and Service Desk teams acknowledge and resolve critical issues, simplify and speed up communication between the different departments, and automate tasks.
The popularity of ServiceNow and Atlassian’s Jira lies hidden in the advantages they bring to their users. In the following lines, we’ll look at how their benefits are greatly expanded when they are integrated and data flow freely.
Why integrate ServiceNow and Jira?
Both tools are powerful solutions, able to satisfy even the most specific needs of a company. If connected, they help bridge the gap between operations and DevOps to accumulate data on a higher level. Here are the 6 major benefits of a ServiceNow Jira bi-directional integration:
Timely response and remediation of client-related problems are vital for companies that aim at growth and expansion. The connection between ServiceNow and Jira Software allows the responsible teams to track and resolve them faster.
An effect of connecting the two systems is the faster workflow optimization and service delivery. A two-way connection between Jira and ServiceNow allows departments to communicate more efficiently and exchange information on important tasks without wasting time.
The level of human-related errors is decreased by automating repetitive actions and tasks. The transfer of tickets and other types of data between those two systems depended on employees and their ability to handle large amounts of information.
Another benefit of the integration between the Atlassian’s Jira and ServiceNow is the high level of transparency on the ticket creation, status, and subsequent resolution. This allows companies to monitor how customer issues are handled in real-time and whether resolved timely.
Traceability is, too, a benefit of the bi-directional integration between ServiceNow and Jira. As already mentioned, transparency is the key to enhanced productivity and better results. The ability to trace each step of the processes that run at the back of the enterprise’s IT structure contributes to having a clearer picture of those operations.
Collaboration between the teams behind each of the systems is vital. A well-established two-way connection path between ServiceNow and Jira will help them eliminate any misunderstandings that may pop up during the work process. The outcome is synchronicity in their actions and a faster response time to problems.
How to choose the right integration tool?
The integration of sophisticated systems like ServiceNow and Jira often requires a significant amount of effort and is time-consuming. However, most companies are looking for a fast solution that will not only satisfy their integration needs but would offer security.
Also, the best possible solution must act as a stepping stone for the two systems to develop their full capabilities. For this to happen, the potential integration platform must be able to establish a seamless bi-directional connection and help sync the much-needed information. The ZigiOps connector fits in this description.
How ZigiOps integrates Jira and Service Now?
A no-code integration platform, ZigiOps is easy to deploy and use even by users with little to no technical knowledge. It is flexible and scalable and helps connect ServiceNow and Jira Software in less than 15 minutes by establishing a secure communication path between the two.
The most common use case of integrating ServiceNow and Jira
In a company, the help desk team uses ServiceNow while the DevOps team – uses Jira Software. When integration between the two is set (via ZigiOps –link to documentation), both teams can collaborate efficiently. Any bug is automatically sent to the person responsible in the DevOps team for remediation. This eliminates manual work, saves time, and eradicates the chances of possible human-related errors. With ZigiOps, the connection between ServiceNow and Jira is bi-directional, helping both teams keep tasks synchronized in real-time. When the bug is resolved, ZigiOps instantly updates that on both sides.
Important data like log files, traces, issue links, and attachments are synchronized upon establishing the integration. This allows better visibility of actions and operations. An advanced and flexible platform like ZigiOps easily handles sophisticated use cases, regarding the exploitation of multifunctional systems like ServiceNow and Jira Software. This helps companies diminish bottlenecks and disinformation between their internal departments.
But let’s take a closer look at the details. With ZigiOps’ bi-directional integration between ServiceNow and Atlassian Jira, IT teams can poll ServiceNow for new Incidents on a pre-defined interval. When an incident appears, it is directly fetched and sent to Jira’s system as a task. This action is based on the advanced mapping configuration. The ZigiOps integration connector provides the chance of finding the corresponding Jira task based on the predetermined correlation characteristics. As a result, comments, attachments, and all other regular or custom fields are easily updated. Updating the ServiceNow incident is also possible.
The two-way integration between the two systems can also involve sending ServiceNow problems to Jira as bugs. Keeping the corresponding Jira bug up to date and adding attachments and comments (or fields) from Jira to the ServiceNow problem is possible and is done by the ZigiOps platform. The same actions are valid for the ServiceNow problems – they can be updated, get a work node, or even an attachment.
Another possible integration scenario centers around transferring ServiceNow Service Catalog tasks to Jira tasks. This too steps on the field mapping preferences – ServiceNow SC tasks become Jira tasks. We can add an attachment or a comment. Initial updates of the ServiceNow SC tasks also happen.
Few takeaways: Establishing a secure, two-way connection between systems like ServiceNow and Atlassian Jira brings an extensive list of benefits to the enterprise users. With a no-code tool like ZigiOps, even the most complex use case can be resolved. ServiceNow incidents are easily transferred into Jira tasks. Regular fields like status, description, subject, and owner are synced without a problem. Additionally, any additional and custom fields such as log files, traces, issue links, attachments, and comments are also synchronized. The same is valid for the use cases regarding transferring ServiceNow problems to Jira bugs and ServiceNow SC tasks to Jira Tasks.
A quick summary: ZigiOps’ two-way ServiceNow Jira integration allows to transfer the following:
ServiceNow Incident to Jira Task
ServiceNow Problem to Jira Bug
ServiceNow SC Task to Jira Task
Companies use ServiceNow and Jira Software to monitor and control their entire line of service operations. Every agile-oriented IT team that aims to scale its performance in a short period prefers to work with the two systems. The two-way integration between Jira and ServiceNow eliminates information gaps, brings stability, and enhances productivity.
Improved cross-team collaboration, faster issue resolution, and speed-up service delivery are benefits of integrating the two systems. An advanced tool like ZigiOps no-code integration platform for connecting the two systems is a prerequisite for a seamless transfer of various data (entities) between the systems and elaborated services lifecycle optimization. Book a demo and see how you can do this with ZigiOps.
(Related article: Jira – ServiceNow Integration Guide | Updated 2022 (zigiwave.com) – link)