How to Integrate Jira with ServiceNow

Integrate Jira with ServiceNow : In the world of IT service management (ITSM), efficiency and collaboration are key to delivering top-notch services to both internal and external customers. Two of the most prominent tools in the ITSM space are Jira and ServiceNow. Each platform offers a suite of features that cater to various aspects of ITSM. But what if you could combine the strengths of both to create a seamless and integrated ITSM environment? In this comprehensive guide, we will explore the benefits, integration strategies, external resources, and frequently asked questions related to integrating Jira with ServiceNow.

Understanding the Significance of IT Service Management

IT service management (ITSM) is the foundation of modern organizations. It ensures that IT services are delivered effectively and efficiently, meeting the needs of the organization and its customers. The core components of ITSM include incident management, problem resolution, service request fulfillment, and change management.

The Power of Jira in ITSM

Jira is a widely used tool developed by Atlassian, initially designed for software development and agile project management. However, its flexibility allows it to adapt to ITSM needs effectively.

Key Features of Jira in ITSM:

  1. Incident Management: Jira allows you to log, assign, track, and resolve incidents efficiently.
  2. Change Management: It facilitates the implementation of changes while maintaining control, tracking approvals, and minimizing disruptions.
  3. Problem Management: Jira helps IT teams investigate the root causes of problems, document solutions, and prevent future issues.
  4. Service Request Management: Create custom workflows to handle service requests efficiently.

The Role of ServiceNow in ITSM

ServiceNow is a comprehensive cloud platform that offers a range of ITSM solutions. It is renowned for its robust incident and problem management, automation capabilities, and user-friendly service portals.

Key Features of ServiceNow in ITSM:

  1. Incident and Problem Management: ServiceNow excels in incident tracking, problem resolution, and root cause analysis.
  2. Automation: The platform is equipped with automation tools for improving efficiency in various ITSM processes.
  3. Service Portal: It offers a user-friendly service portal where customers can submit and track service requests.
  4. Change Management: ServiceNow provides change management capabilities for controlling and tracking changes to the IT environment.

Benefits of Integrating Jira with ServiceNow

Integrating Jira with ServiceNow offers several significant benefits:

  1. Unified ITSM Environment: The integration creates a unified ITSM environment where IT teams can seamlessly collaborate, making incident management, problem resolution, and change management more efficient.
  2. Enhanced Automation: By integrating both tools, you can leverage automation capabilities from both Jira and ServiceNow, further reducing manual work and speeding up processes.
  3. Seamless Incident Flow: Incidents reported in ServiceNow can be seamlessly synchronized with Jira, ensuring that relevant teams can address and resolve them promptly.
  4. Comprehensive Reporting: With integrated data, you can generate comprehensive reports and analytics, gaining insights into ITSM performance.

Integration Strategies for Success

To ensure a successful integration of Jira and ServiceNow, consider the following strategies:

  1. Select the Right Integration Tool: Choose a reliable integration tool or service to connect Jira and ServiceNow. There are several integration apps and solutions available in the marketplace.
  2. Define Clear Workflows: Define clear incident, problem, and change management workflows to ensure that data is synchronized seamlessly between the two platforms.
  3. Configure Automation Rules: Leverage automation rules to trigger actions and events in Jira based on changes or incidents in ServiceNow, and vice versa.
  4. Establish Data Mapping: Create a data mapping plan to ensure that data from both platforms is properly synchronized and aligned.
  5. User Training: Provide training to IT teams on how the integrated environment works, how to navigate it, and how to use automation to their advantage.

External Resources

For further information and assistance on integrating Jira with ServiceNow, explore the following external resources:

  1. Atlassian Marketplace – Jira ServiceNow Integration: Discover integration apps available on the Atlassian Marketplace that facilitate the connection between Jira and ServiceNow.
  2. ServiceNow Integration with Jira: ServiceNow’s official documentation on integrating with Jira, providing insights and guidance.
  3. Jira Community – ServiceNow Integration Discussions: Engage with the Jira community to discuss, share experiences, and find answers related to Jira and ServiceNow integration.
  4. ServiceNow Community: Explore the ServiceNow community to access discussions, resources, and insights into ServiceNow integrations.
  5. Best Practices for ITSM Integration: Atlassian offers a guide on best practices for ITSM integrations, which can be helpful when integrating Jira with ServiceNow.

Frequently Asked Questions (FAQs)

Let’s address some common questions related to integrating Jira with ServiceNow:

1. Is it necessary to have deep technical knowledge to integrate Jira with ServiceNow?

While some technical knowledge is helpful, many integration tools and services are designed to be user-friendly, allowing users to set up and manage integrations with minimal technical expertise.

2. What types of data can be synchronized between Jira and ServiceNow?

Incidents, problems, changes, and service requests are commonly synchronized between the two platforms. However, the extent of data synchronization may depend on the specific integration and its configuration.

3. How can I ensure data security and privacy when integrating Jira and ServiceNow?

Both Jira and ServiceNow follow best practices for data security. Ensure that your integration is compliant with data protection regulations and standards.

4. Can I automate incident creation and resolution in Jira based on events in ServiceNow?

Yes, automation rules can be configured to automatically create and update incidents in Jira based on events in ServiceNow. Similarly, incidents in ServiceNow can trigger actions in Jira.

5. Are there any additional costs associated with using integration apps or services for Jira and ServiceNow?

The costs for integration apps or services may vary based on factors such as the specific solution you choose, the number of users, and the features you require. Be sure to review the pricing details of your chosen integration.


Integrating Jira with ServiceNow is a strategic move that can lead to a more unified and efficient ITSM environment. By combining the strengths of both platforms, you can streamline workflows, reduce manual work, and enhance collaboration among IT teams. The result is a more responsive and effective IT service management operation.

Now that you have a comprehensive guide to integrating Jira with ServiceNow, it’s time to explore your options, select the right integration tools, and embark on the journey to create a seamlessly integrated ITSM environment. Whether you’re focusing on incident management, problem resolution, or change management, this integration can make your ITSM processes more efficient and responsive.

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