The handling of incidents and service requests related to improvements in the ITSM area was selected as a pilot implementation. The project involved several parties, including:
- Gaspol employees responsible for overall coordination, requirements delivery and acceptance testing support
- SHV Energy as the owner of the ServiceNow platform,
- Accenture as the company managing the ServiceNow platform on behalf of SHV
- Sii managing the Jira platform on behalf of Gaspol
How we adressed it?
During the pilot implementation, together with our stakeholders, we implemented direct integration between the ServiceNow and Jira systems. The change concerned both incident reporting forms and service requests, as well as mapping and data processing logic during the exchange between systems. We handled the exceptions to ensure smooth work. We opted for using Integration Hub/Jira Spoke plug-in to support ServiceNow integration. The actions taken by the end-users were modified on an ongoing basis as a part of improvements during testing sessions. The result of the pilot project was the introduction of two-way, automatic integration of the ServiceNow and Jira systems in the assumed implementation area.