Companies House embrace flexibility and control with ServiceNow and Jira integration

Unifii integrated ServiceNow and Jira for Companies House, increasing end user collaboration and developer efficiency.

Companies House is an executive agency of the UK government,
sponsored by the Department for Business, Energy & Industrial
Strategy. The organisation incorporates, and dissolves, limited
companies, as well as registering company information and making it
available to the public.

There are currently more than 3.5m limited companies registered in
the UK, with 500,000 new companies incorporated each year. To manage
this, Companies House employs around 1,000 people in Cardiff, Edinburgh,
Belfast and London.

The Challenge

Companies House came to Unifii for help in applying the control of
ITSM with the flexibility of DevOps to their Change and Problem
processes through integrating Jira with ServiceNow. Jira is used to
storyboard development iterations, bug tracking, as well as managing
daily development reports and tasks. It was being primarily used by the
developers, whereas the business team were using the ServiceNow
platform.

Unifii was brought in specifically to implement a new, best-practice
REST integration between ServiceNow and Jira. Part of the challenge was
bridging a gap between the two teams whilst keeping the best from both
applications. The integration, was a way of allowing ServiceNow to
automate the management of work queues in Jira – a necessary addition
due to a need for more effective problem and change management tracking.

Although it is fairly complex, Jira is a popular platform with
developers. Companies House attempted the integration internally but ran
into issues owing to a deprecated integration method (SOAP) and a
recent version release from Atlassian. Companies House had worked with
other ServiceNow partners before approaching Unifii.

“We engaged with Unifii to help us with our Jira and ServiceNow
integration. By doing so, we have seen significantly improved
communications and efficiency between our business and development
teams.”Leanne Peters, Continuous Systems Improvement Manager

The Solution

The integration proceeded with the following  key implementations:

  • Bidirectional information sharing of ServiceNow Problem and Change
    Management tickets with Jira to better align development teams with
    other teams within the business. The benefit is a team that’s more
    streamlined, more unified and more efficient.
  • A transaction table to track both inbound and outbound updates. This
    makes it easier to monitor updates and re-process tickets in Jira.
  • Dynamic field mapping which enables the client to apply future
    updates without code changes. This gives them the tools to run without
    needing third-party expertise in the future.
  • All functionality configured within ServiceNow, with no Jira updates
    needed. All updates automatically go from Jira into ServiceNow. This
    removes the need for Jira development experts and, with all information
    now stored in one place, means it can be managed by one team instead of
    two.

The Benefits

The project was completed in 10 working days, headline benefits to the client include:

  • Time saved by the business teams, who no longer need to manually
    update Jira as ServiceNow represents a single point of management.
    Previously tickets had to be raised manually on Jira.
  • Significantly improved efficiency and communication between business
    and development teams, due to mirrored updates between Jira and
    ServiceNow.
  • Reduced reliance on Jira development experts.
  • On-going ability to apply future updates without third-party help.

“Unifii listened and understood the business challenges we were
facing. The integration they performed, between ServiceNow and Jira, was
completed in 10 days and has saved our internal teams valuable time.
The Unifii consultants are very professional. The integration they
performed between ServiceNow and Jira means we are seeing increased
business efficiencies. I feel a valuable relationship and trusted
partnership growing between our organisations.”Leanne Peters, Continuous Systems Improvement Manager

Get in touch

If you’ve liked what you’ve read here, get in touch with one of the Unifii team to discuss how we can help you.

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