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How to integrate Jira and ServiceNow

Written on April.

Companies seek to streamline operations by linking vital best-of-breed software tools and processes. Integrating ServiceNow and Jira is a fine example of uniting IT service management with agile project tracking into a continuous process flow. This guide provides insights into why such an integration is beneficial for teams using both platforms.

Readers will discover how to begin this integration process and the optimal technologies for setting up connections between these systems. Furthermore, detailed instructions on executing this task using a no-code solution enhance understanding of options like Put It Forward – a prominent solution in achieving smooth interoperability.

4 minute read

Understanding Jira ServiceNow Integration Benefits

When integrating ServiceNow, a leading ITSM tool used by over 20,000 clients globally, with Jira—an essential platform for agile software development. Teams gain transparency and streamline workflows; incidents reported and created in ServiceNow can become actionable issues in Jira sans hassle. For instance, an IT department might use ServiceNow to centralize requests while its developers manage projects through Jira's robust system, which is favored for compatibility with other Atlassian tools.

In practice, this integration means that once users flag problems via ServiceNow, they automatically translate into tasks for teams within Jira. Conversely, any technical hurdles identified by Jira users' feedback are tickets to be addressed on the service management side. Selecting suitable technology — weighing options like building it yourself or no-code solutions against potential security concerns such as data encryption needs — is another critical step when setting up these integrations efficiently and securely.

Using an out-of-the-box solution like Put It Forward saves from creating high-maintenance bespoke connections—something many organizations retreat from after initial attempts due to unforeseen complexity and upkeep woes.

Identifying Your ServiceNow Jira Integration Scope

When deciding on ServiceNow and Jira integration, one must define the project's scope. This task involves choosing whether to build an in-house solution using ServiceNow APIs or opt for third-party software that offers flexibility, support, and specialized features for integrations. Selecting a technology also entails considering deployment options of on-premise versus cloud-based to meet security needs without exposing sensitive data.

A thoughtful outcomes assessment is also essential; both platforms should independently manage data exchange without disrupting existing workflows when changes occur. Addressing no-code or low-code capabilities can also streamline integration processes, ensuring adaptability as organizational requirements evolve.  

Selecting the Right Tools and Techniques

For an effective ServiceNow Jira integration, one must select tools that enable information control and transparency. This autonomy ensures changes in shared data don’t disrupt the connection between systems. Reflecting updates or triggering events should be simple.

Moreover, deployment requirements must be considered closely—many organizations have strict security mandates. Also crucial is choosing a tool with minimal coding needs for ease of use or advanced customization options when necessary—the goal being swift adaptation without extensive development work. Look for versatility and a focus on security features like access controls and out-of-the-box to safeguard customer details during exchanges. 

Implementing Bidirectional ServiceNow Jira Synchronization

To set up a two-between ServiceNow and Jira, one must first map fields from both systems to ensure data flows correctly. Users choose which issues or tickets convert across platforms. For example, a 'Jira Story' might be an 'Incident' in ServiceNow.

Automation rules are then crafted within Put It Forward’s orchestration layer, Platform Manager, which guides the when and how of updates and changes syncing back and forth. An essential tool for this process is middleware that translates information into readable formats for both sides. It watches for triggers – like new comments or status shifts – pushing these events where they need to go without lag time.

To ensure operational continuity post-go-live, it’s essential during the validation phase to use data and events that are real-life scenarios.  Each action taken reflects immediately on its counterpart platform, making management seamless while optimizing team efficiency regardless of their primary system use preference.

Put It Forward provides a seamless solution for integrating Jira and ServiceNow. This allows efficient workflow between IT service management and project tracking tools. Users can easily sync data and escalate issues from one platform to another, improving response times drastically.

The integration also offers real-time insights across systems, aiding in swift decision-making processes while ensuring consistent information flow within teams. With Put It Forward's expertise, businesses optimize operations by effortlessly bridging the gap between these vital services.

Watch this tutorial to learn how you can set up the sync.

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