{"id":20728,"date":"2021-01-13T10:00:32","date_gmt":"2021-01-13T16:00:32","guid":{"rendered":"https:\/\/blog.planview.com\/enhancing-itil-incident-management-and-the-customer-experience-integrating-servicenow-with-atlassian-jira-and-microsoft-azure-devops\/"},"modified":"2024-02-13T12:35:56","modified_gmt":"2024-02-13T18:35:56","slug":"enhancing-itil-incident-management-and-the-customer-experience-integrating-servicenow-with-atlassian-jira-and-microsoft-azure-devops","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/enhancing-itil-incident-management-and-the-customer-experience-integrating-servicenow-with-atlassian-jira-and-microsoft-azure-devops\/","title":{"rendered":"Enhancing ITIL Incident Management and the Customer Experience: Integrating ServiceNow with Atlassian Jira and Microsoft Azure DevOps"},"content":{"rendered":"
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\"Enhancing<\/div>\n<\/figure>\n

Delivering a premium digital experience is more than just clever features and functionality: it\u2019s about maximizing uptime for end users. Our ongoing work with a Fortune 500 healthcare company illustrates just how important a seamless incident management process is to ensure product stability, and customer and employee happiness. <\/span>Tasktop<\/span><\/a> integrated the organization\u2019s ITSM tool\u2014<\/span>ServiceNow<\/span><\/a>\u2014to its Agile development tools\u2014<\/span>Atlassian Jira<\/span><\/a> and <\/span>Microsoft Azure DevOps<\/span><\/a>\u2014to optimize its ability to resolve users\u2019 problems faster across all systems. The integration was able to support this company as it works through improving its ITSM maturity. The benefits of automating the flow of work between teams across the toolchain have a profound impact across the entire business; from the software delivery organization that builds and maintains the product portfolio, to the front-line healthcare workers providing critical patient care during the pandemic.<\/span><\/p>\n

Chaotic Work Intake for Incident Management<\/b><\/h3>\n

Like many organizations, the healthcare company uses ServiceNow for IT support and incident reporting for issues such as product defects. However, the IT team was running into problems when it came to organizing and triaging their backlog because different development teams used two different tools in their software lifecycle. Some teams use Jira, and others use Azure DevOps depending on the product value stream. Their current process involves creating a defect from an incident, only when a code-fix is required. It was hard to know which defect was for which team, creating a time-consuming and chaotic work intake process that undermined their mean-time-to-repair (MTTR) and, in turn, their user happiness. The IT team sought a way to automatically assign tickets to the right development team\u2019s tool.<\/span><\/p>\n

Automating Your Incident Management Process<\/b><\/h3>\n
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Our Value Stream Architects can help you map flow across the toolchain that underpins your product value streams.<\/figcaption><\/figure>\n

Using Tasktop\u2014the leading solution in value stream integration and value stream management (VSM)<\/a>\u2014the IT team was able to easily integrate ServiceNow to Jira and Azure DevOps. Tasktop automatically filters and routes a ServiceNow defect to the right team to:<\/span><\/p>\n