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One Year of Integration: How ISCG Scaled Its ServiceNow–Jira Workflows with Getint
After a year of cooperation, it is clear that the partnership between ISCG and Getint is about much more than moving data between systems.
After a year of cooperation, it is clear that the partnership between ISCG and Getint is about much more than moving data between systems.
ISCG, a leading Microsoft services and consulting provider in Poland, has spent the last two decades helping companies modernize and optimize their IT operations. The company’s Managed Services division, led by Filip Bywalec, supports a range of enterprise clients in industries such as energy, manufacturing, and digital services.
Over the past year, ISCG’s partnership with Getint has played an important role in helping the Managed Services team deliver on their mission: seamless, transparent, and high-quality IT services.
This is the story of how that partnership began, how it evolved over the first year, and where it is headed next.
Watch the interview:
A New Challenge: Integrating with a Client’s Environment
The story began when ISCG won a major new managed services contract with a global oil and petrol company. The client operated fully on ServiceNow and required ISCG to work directly in their environment.
For a company like ISCG, which supports multiple clients through a shared services model built around Jira Service Management, this posed an operational challenge. Without integration, the team would be forced to manually switch between systems, introducing inefficiencies, increasing the risk of human error, and making SLA compliance more difficult to track.
Filip, drawing on previous experience, knew that seamless ITSM-level integration between the client’s ServiceNow environment and ISCG’s Jira Service Management was essential. He also knew that finding the right tool would be difficult. Prior attempts to implement such integrations at ISCG had been blocked by the high cost and complexity of available solutions.
“In my previous company, this was the base of the relationship in managed services contracts - that we are fully integrated at the ITSM level with our clients,” Filip shared.
That changed when the team discovered Getint.
From the beginning, Getint stood out as a partner that could match ISCG’s practical needs. The platform offered an affordable licensing model and a clean, intuitive interface. Just as importantly, the Getint team was responsive and collaborative - a critical factor for a company like ISCG that values close, goal-oriented relationships with its vendors.
Filip explained: “We had a few attempts to integrate since even three years ago. Every time it was a discussion about costs, which were huge. Once we discovered your company, it was the best solution for us. Really good price, really good quality, and really good service availability.”
For Filip and his team, this was more than just a tool purchase. It was the start of a true working partnership.
The initial integration focused on connecting key ServiceNow ticket types with Jira Service Management. The goal was clear: eliminate manual work, improve the accuracy of ticket handling, and provide transparency in SLA tracking - all essential for delivering excellent service under the new client contract.
The results were immediate. “We started delivering faster. The quality of communication and tickets improved. SLA KPIs are now more compliant and on point.” - Filip said.
Perhaps most importantly, the integration changed the way ISCG’s team worked. “We changed the approach of my team,” Filip explained. “We stopped putting tickets in ‘waiting for customer’ and started reassigning them between assignment groups. We are now in active communication with clients.”
With less time spent managing the flow of data, the team could focus more on solving client problems and delivering value.
A detailed description of this first phase of cooperation was published in ISCG’s initial case study, which you can read here: ISCG: ServiceNow–Jira Integration for a Managed Services Company.
Building on the success of the first project, ISCG soon applied the same approach to another client - a European leader in manufacturing packaging products.
“This client had a few attempts to integrate over the past three years, but it was too expensive,” Filip recalled. “Once we found Getint, we succeeded. The client is really satisfied with the integration.”
This project expanded the integration scope to include live Incident and Service Request tickets, helping ISCG deliver even more value to their clients.
Each new project gave Filip and his team more confidence in both the platform and the relationship with Getint. Over time, they began to manage new integrations more independently.
“The second integration was simpler based on our experience,” Filip said. “I was able to do it via your interface without any issue.”
After a year of using Getint in production, Filip shared that the integrations have become an integral part of the team’s day-to-day operations.
There have been occasional challenges - for example, when client teams change their ServiceNow architecture without informing ISCG. But Getint’s built-in monitoring and alerting features have helped the team quickly identify and resolve such issues.
“Fortunately, Getint has a notification model of alerting when synchronization runs are not successful,” Filip said. “Thanks to this, I can monitor availability. In the end, we had only two incidents this year.”
The transparency provided by the integration has also strengthened client relationships. “Thanks to being integrated with ServiceNow, the client can now measure SLAs using their own tools,” Filip noted. “I’m always promoting this because the value is the most important for us.”
Looking back on the first year, Filip sees the partnership with Getint as a success - not only because of the technical outcomes, but because of the way the two companies work together.
He particularly values the human side of the collaboration. “I really appreciate our close relationship with Getint's Founders,” he said. “I like the small-company approach. There is no distance. We’re working on the same goal.”
This kind of relationship, Filip believes, is key when operating in complex, client-facing environments where requirements are constantly evolving.
ISCG is already planning to extend its use of Getint in the months ahead. “We will extend the contract,” Filip shared. “I’m also planning to extend the integrations with Zendesk. We are planning our collaboration to be long term.”
In describing Getint to others, Filip focuses not on technical jargon, but on what really matters: communication.
“This is about keeping communication going,” he said. “It bridges two systems so that nothing is lost. It lets teams work together, even when there are technical and cultural differences between organizations.”
After a year of cooperation, it is clear that the partnership between ISCG and Getint is about much more than moving data between systems. It is about enabling people - across companies, countries, and cultures - to collaborate more effectively. And it is about building the kind of trust and transparency that every successful client relationship depends on.
ISCG’s Managed Services team supports multiple clients using a shared services model based on Jira Service Management. When one client required them to work directly in ServiceNow, an integration was needed to eliminate manual work, reduce errors, and streamline communication across systems.
The integration greatly improved SLA reporting accuracy and transparency. Clients can now track SLAs in their own systems, while ISCG eliminated delays and errors caused by manual ticket handling. This helped build trust and stronger collaboration with clients.
ISCG initially integrated Incident Vendor Tasks and Catalog Vendor Tasks. In later projects, they expanded to include live synchronization of Incident and Service Request tickets. The integration ensures full context is preserved across systems.
By automating data flow between systems, Managed Services teams reduce manual work, prevent errors, and save time. This allows them to focus on solving client issues instead of managing tickets. It also improves client satisfaction by providing transparency and faster resolution times.
Client systems can change over time. Getint’s monitoring and reporting features help teams detect and resolve integration issues quickly, even when clients change their ServiceNow configurations. This gives teams confidence that their integrations remain stable.
Yes. ISCG’s team implemented the second integration independently, thanks to Getint’s intuitive interface. Over time, maintenance has been minimal, with only two small incidents in the first year - both quickly addressed through Getint’s alerting and support.
ISCG had explored other solutions but found them too expensive or complex. Getint has provided a perfect balance of affordability, functionality, and responsive support - making it a practical choice for long-term Managed Services partnerships.
Discover the power of seamless connections, bridging your favorite tools for optimized workflow and productivity. Unleash the potential of unified platforms with Getint.