Case Study
JIRA - ServiceNow Process Automations for a Computer Software Company
Download Case StudyClient:
Electronics for Imaging, Inc. (EFI)
Industry
Computer Software
About the Client
EFI is leading the transformation from analog to digital imaging with its award-winning technologies for manufacturing signage, packaging, textiles, ceramic tiles, and personalized documents. Over one-third of the world’s high-end wide format printers in production today are EFI products. Founded in 1989 and based in Fremont, California, EFI has 50 offices globally.
Solution- JadeConnect JIRA ServiceNow Integration
EFI was working with Oracle and Jira Software for Project Tracking before meeting Jade Global. The EFI IT team was looking to standardize processes with ServiceNow. The company reached out to Jade to consolidate its three systems. Jade automated the Jira ServiceNow process flow using the JadeConnect JIRA ServiceNow integration solution.
Jade established a two-way connection between ServiceNow and Jira. Transactions were automated to reduce the manual work required by support teams, and a scheduler automatically scanned Jira to bring in tickets to ServiceNow. As a result, EFI has the ability to view details of Jira issues from within the ServiceNow request. Project and IT teams can work seamlessly on the change management process and tickets are automatically closed and resolved in Jira with fast response times.
Business Requirements
- EFI required an integrated and efficient way for its support teams to capture and manage issues and change requests from JIRA projects across multiple locations.
- Automatic conversion of JIRA enhancement requests to ServiceNow change requests.
- Automatic, two-way status and documentation updates between JIRA and ServiceNow.
Business Challenges
Globally distributed teams.
Multiple projects running on JIRA.
Manual work required to bring JIRA tickets into ServiceNow.
Support teams did not receive project information in a streamlined manner or per ITIL best practices
Benefits
- Streamlined automated transactions between JIRA and ServiceNow.
- End-users can continue working in platforms they are most comfortable in without switching to a new platform.
- Robust error handling.
About Jade Global
Jade provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology advisory, testing, and managed services. We are headquartered in San Jose, California, with offices in Philadelphia, Pennsylvania, Ogden, Utah, and Dallas, Texas in the US; Toronto and Kelowna, Canada; Pune, Hyderabad, and Kolkata, India; Singapore; and Mexico.
Jade Global is an Oracle Cloud Select Partner, Salesforce Silver Partner, Microsoft Gold Partner, and ServiceNow Elite Partner. We have additional strategic partnerships with Zuora, Boomi, NetSuite, Tableau, and is a member of the Oracle Cloud Excellence Implementor (CEI) Program.
Jade has been recognized as one of the fastest-growing companies in North America by Inc. 5000 and was featured on the Fastest Growing Private Companies list in the Silicon Valley Business Journal.
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