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The defense industry is entering a pivotal phase with the introduction of DoDI 5000.97, mandating the shift to Digital Engineering (DE). This article examines the challenges, including tool interoperability and data governance, and how suppliers can adapt through Intelligent Federation and integration platforms like OpsHub.
In the software project delivery lifecycle, understanding customer requirements on time is paramount in ensuring the accurate delivery of solutions and support. Using disparate ITSM tools can pose challenges like loss of relevant information and delayed responses, impacting clients and businesses. The integration of ServiceNow with Jira Service Management (JSM) and Jira Software using OpsHub Integration Manager (OIM) seamlessly synchronizes tickets to easily track, manage and resolve requests without any delay thereby increasing cross-company and cross-team collaboration.
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In this demo, we showcase cross-team and cross-company collaboration for resolving customer tickets. Alpha, the vendor company, uses ServiceNow as its ticketing tool, while Beta, the service provider company, uses Jira Service Management (JSM) and Jira Software as its ticketing and development tools, respectively. Alpha has outsourced its customer service operations to Beta.
The process begins in ServiceNow, where the vendor company creates an incident ticket on behalf of a customer, adding details such as a short description, status, and other relevant information. The ticket is assigned to the Database Atlanta team and submitted. Another incident ticket is then created and assigned to the Database San Diego team, which belongs to the Beta service provider company.
In this demo, the requirement is to synchronize only the incident tickets assigned to the Database San Diego team. OpsHub Integration Manager (OIM) leverages criteria-based synchronization to ensure that only the relevant incident ticket is synced from ServiceNow to JSM. This near real-time synchronization prevents duplicate tickets across different tools, streamlining collaboration between the two companies.
In JSM, the support team refreshes the page to view the synchronized incident ticket, complete with details such as status, description (with inline images), and the remote ID of the ServiceNow incident. The reporter name is also visible, ensuring that all communication is directed to the correct person. After reviewing the incident, the support team adds a comment, which bidirectionally syncs back to ServiceNow.
The vendor company in ServiceNow opens the incident to check its progress and sees the remote ID of the JSM ticket along with the recently added comment. This provides end-to-end visibility into the incident’s resolution process. Based on the nature of the incident, the support team in JSM decides to involve the engineering team, which uses Jira Software. A problem ticket associated with the incident is created in JSM.
The problem ticket is synchronized to the Jira Software development project for further action. In Jira Software, the engineering team refreshes the page to view the problem ticket, complete with all synchronized details, including the remote ID and remote link of the JSM problem ticket. Similarly, in JSM, the problem ticket reflects the remote ID and link of the Jira Software ticket.
Upon completing the work, the engineering team in Jira Software adds a comment for the support team and updates the status of the problem ticket to “Approved.” These updates automatically sync back to JSM, enabling seamless collaboration across teams. In JSM, the support team sees the updated status and comment, reflecting the completion of the problem ticket.
The support team then navigates to the incident ticket, adds a comment informing the vendor company of the resolution, and updates the status to “Resolved.” They also add close notes indicating the completion of work. Back in ServiceNow, the vendor company views the synchronized status, close notes, and comments from JSM. Satisfied with the resolution, the vendor company marks the incident as “Closed,” signaling that no further assistance is needed.
The support team in JSM refreshes the page to view the updated status, which now reflects “Closed.” Following this, they close the problem ticket, and this status change is synchronized back to the Jira Software development project, where the corresponding problem ticket is also marked as closed.
This completes the demo. Thank you for watching!
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