A Taiwanese secondary supplier to an e-vehicle manufacturing firms, specializes in providing battery management software and electronic control units.
Background
As an integral part of the e-vehicle supply chain, they are required to maintain a seamless workflow between their software development lifecycle (SDLC) and IT service management (ITSM) processes. However, the lack of integration between their development and IT operations led to inefficiencies, impacting their ability to meet delivery deadlines and maintain service level agreements (SLAs).
Challenges Faced
Before implementing a bidirectional integration between Jira SaaS and ServiceNow, the customer encountered several operational challenges:
- Siloed Operations: Development teams using Jira and IT teams using ServiceNow operated in silos, leading to communication gaps.
- Delayed Issue Resolution: Critical software bugs and IT incidents were not synchronized, causing delays in root cause analysis and resolution.
- Manual Data Entry and Errors: IT teams had to manually log issues from ServiceNow into Jira and vice versa, resulting in errors and inconsistencies.
- Lack of Visibility: Management had limited visibility into issue resolution progress across both platforms, making it difficult to track key performance indicators (KPIs).
- Compliance Risks: Failure to ensure consistent documentation across systems posed risks in regulatory compliance and audit processes.
Solution:
Jira-ServiceNow Bidirectional Integration
To address these challenges, a seamless integration between Jira and ServiceNow was implemented:
- Define integration mapping between SNOW and Jira fields
- Leveraged groovy scripts for customized mappings
- Define L1, L2, L3 coordination process across both the products
- Two-way integration leveraging Exalate, an Atlassian marketplace plugging for near real time integration over webhook based integration to minimize delays and providing a stable and reliable integration
Business benefits
- MTTR improvements by >35%
- Efficiency improvements by saving >380 person-hours a month and aligning additional colleagues for other engagements
- Automated Ticket Synchronization: Issues reported in ServiceNow were automatically reflected in Jira and vice versa, reducing manual effort.
- Enhanced Reporting and Monitoring: A centralized dashboard provided visibility into issue resolution time, backlog, and compliance adherence.
- Audit and Compliance Tracking: The integration ensured traceability of all changes and incidents, supporting regulatory compliance requirements.
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