Integrating Jira with ServiceNow. Interview with ServiceNow expert.


November 7, 2023

In our ongoing series, IntegratiON Interviews, we engage in enlightening discussions about Jira and ServiceNow integrations. This time, we connect with Marcin Osowski from Engage ESM, a platinum partner of ServiceNow. With 12 years of industry experience, including 6 years dedicated solely to ServiceNow, Marcin offers a wealth of knowledge on integrations and migrations, having worked with numerous Fortune 500 companies.

Marcin's Journey to ServiceNow Specialization

Jacek: What influenced your decision to specialize in ServiceNow?

Marcin: Around six years ago, I was using BMC Remedy, another superb ITSM tool, and sought ways to better cater to my clients. I discovered ServiceNow, which was growing rapidly at the time, and its modern approach intrigued me. More than a mere ticketing tool, ServiceNow is a comprehensive platform with a multitude of applications, a robust app studio, and a vast ecosystem of consultants, partners, and vendors. This led to my decision to switch and master ServiceNow.

ServiceNow, typically employed by enterprise-level businesses, seems less popular among smaller companies.

Indeed, historically, ITSM tools were exclusive to large corporations that could afford them. However, as smaller organizations began seeking similar solutions, alternatives to ServiceNow, like Jira Service Desk, began to surface.

The Rationale Behind ServiceNow Integrations

Jacek: Why do companies typically integrate ServiceNow with other tools like Azure DevOps, or Jira?

Marcin: Companies usually aim to automate processes and enhance work efficiency. ServiceNow offers secure, easy access to data, modules, or items stored in the portal, thanks to its user-friendly UI. Integration is often essential for collaboration with contractors or other internal departments.

Choosing the Right Tool for Integrating ServiceNow with Jira or Azure DevOps

Jacek: Based on your experience, how do you choose the right tool for integrating ServiceNow with Jira or Azure DevOps? What requirements should a tool meet to earn your recommendation?

Marcin: Firstly, the tool should fulfill the value promised in the business requirements. Clear goals must be established for integrating multiple systems. The integration design phase is crucial as it eases subsequent testing and final solution implementation. Involvement from tech-savvy individuals is advisable. Here are some factors to consider during evaluation:

  • The method of connecting to platforms (Jira/Azure DevOps/ServiceNow) – installation requirement or direct connection?
  • Security concerns – how will it interact with firewalls?
  • Authentication method – basic, OAuth, or token?
  • Error handling mechanism and data sync frequency (real-time/scheduled/batches)?
  • Data integration format?

Integration is an excellent opportunity to evaluate your existing processes.

When to Opt for Native Integration or Market Solutions?

Jacek: When does it make sense to use native options for integration, and when should one consider existing market solutions?

Marcin: Out-of-the-box integration tools are quick to deploy, supported, and tried-and-true. However, they may not fully meet your requirements, raising questions about the vendor's response to your needs and potential custom development. On the other hand, custom integration requires an understanding of the effort, cost, and maintenance involved. While building ServiceNow integration is relatively easy for a skilled developer, it can be costly due to their high rates. For simple integration cases, native solutions might be sufficient. GetInt could be the perfect answer - an out-of-the-box solution with the possibility of custom development, all at a reasonable price.

The Duration of Migration from One Tool to Another

Jacek: How much time could it take to migrate from one tool to another?

Marcin: Migration time heavily depends on the scope and complexity. It certainly won't happen overnight. You need to design it, test it, and ensure you have all the necessary resources. Before jumping into data migration, it's vital to understand the new data structure and, if possible, archive older data instead of migrating it all.

Navigating Stakeholder Expectations During Integration/Migration

Jacek: How do you manage expectations and stakeholder management during integration/migration?

Marcin: Involving stakeholders from the project's outset is key. Present them with the process, cost, and potential risks. Include SMEs, security personnel, and admins. Each role can influence the scope. Present different options with their pros and cons to drive questioning and spot possible weak points. Remember, poorly designed integration can result in data loss, a risk most companies cannot afford. Hence, it's important to stress that integrations are complex, and errors can occur on various levels. A badly implemented integration can be futile, leading to a waste of time, money, and stress for business personnel. Therefore, it's critical to choose your partner wisely and avoid rushing the process.

For reliable ServiceNow Jira integration, consider trying the GetInt platform.


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