Customer Support engineers use ServiceNow to process critical bugs and improvement requests from customers whereas developers use Jira for work execution and issue tracking. By integrating ITSM tools such as ServiceNow and task management software such as Jira, enterprises can prioritize development based on the most critical issues and requests from the customer.
Jira and ServiceNow integration help the customer support engineers and developers collaborate better, in real time by:
Eliminating manual, error-prone ways of information exchange
Improving cross-team collaboration and communication
Enhancing visibility of ticket status and IT workflows
Enabling close collaboration between teams using Jira and ServiceNow leads to faster resolution of the most critical customer priorities, and a sharper focus on the most valuable change requests or enhancements required.