Whether building software or supporting employees with the right technology, efficiency and collaboration define success. Enterprises rely on seamless communication between teams to deliver reliable software and maintain top-tier service performance. However, DevOps and ITSM teams often work in disconnected environments. That’s where integrating Jira and ServiceNow with Exalate transforms operations, bridging the gap between software development and service delivery.
The Need for Dev and ITSM Integration
These groups are already motivated by different actions. Dev teams are motivated by change and the need to innovate. ITSM teams are motivated by the “don’t touch anything” approach when things are working. This results in data silos and collaboration inefficiencies, only adding to this dysfunction.
Modern businesses demand faster releases, better quality, and quick incident resolution. Yet, Dev teams using Jira and ITSM teams using ServiceNow often struggle with siloed data. When bugs, change requests, or incidents cross between these systems, manual updates create delays and inconsistencies.
While some companies look at migrating ServiceNow to Jira Service Management, others choose integration with Atlassian tools. Integration eliminates duplication and ensures both sides stay aligned. The use of Exalate empowers each platform to retain autonomy while automatically synchronizing critical information. This balance accelerates workflows and reduces friction between engineering and support.
What Makes Exalate the Ideal Integration Solution
Exalate stands out for its decentralized architecture and flexible synchronization. Unlike rigid connectors, it enables each team to control what data to share and how it flows. Organizations can start small and scale as collaboration needs grow.
Key benefits include:
- Bidirectional synchronization for real-time data consistency.
- Granular control over shared fields using advanced scripting.
- Secure and compliant data transfer between systems.
- Autonomous configuration, allowing teams to operate independently.
This autonomy is crucial for enterprises with strict compliance or customized workflows. Each side, development teams in Jira and ITSM teams in ServiceNow, can tailor synchronization rules without disrupting the other.
How Jira and ServiceNow Integration Works with Exalate
Integration through Exalate follows a simple yet powerful pattern. It connects Jira issues with ServiceNow tickets to create a unified digital thread across teams.
- Setup and Connection – Exalate is installed in both environments. Once linked, administrators define synchronization rules.
- Data Mapping – Teams configure what fields (such as status, priority, or description) are shared.
- Automation and Sync – Changes in Jira instantly reflect in ServiceNow and vice versa.
- Collaboration in Context – Developers stay focused on Jira, while IT agents work within ServiceNow, without switching platforms.
The outcome? Transparent communication, fewer misalignments, and quicker problem-solving.
Benefits of Connecting DevOps and ITSM
1. Faster Incident Resolution
When production incidents occur, support teams can escalate them directly to development. Engineers receive all necessary context instantly within Jira, reducing turnaround times.
2. Improved Change Management
Integrating both systems ensures changes are tracked end-to-end. ServiceNow manages approvals, while Jira handles development tasks, creating full visibility across the lifecycle.
3. Enhanced Collaboration
Teams communicate through synchronized updates, notes, and comments. No more copy-pasting or chasing email threads to clarify issue statuses.
4. Data Consistency and Accuracy
Automation eliminates human errors. Statuses, fields, and attachments stay consistent across both platforms. This ensures reliable reporting so nothing is missed.
5. Boosted Productivity
With manual updates gone, teams focus on strategic goals. This efficiency translates to faster releases, happier customers, and stronger ROI.
Real-World Use Case: Bridging the Gap
Consider a global manufacturer using Jira for product engineering and ServiceNow for IT support. Previously, issue handoffs took days. After integrating with Exalate, engineers automatically received ServiceNow tickets as Jira issues. They fixed bugs faster, while support staff tracked progress in real time.
This streamlined collaboration reduced incident resolution time by 40% and improved SLA compliance significantly. Furthermore, there’s plenty more case studies where that came from, including this one from a recent engagement with mysherpas.
Why Exalate Fits the Future of Hybrid Teams
The workplace is evolving toward distributed, hybrid collaboration. Systems like Jira and ServiceNow will remain critical, but integration is what ensures synergy.
Exalate’s low-code customization, scalability, and security-first approach make it ideal for enterprises looking to unify workflows without compromising autonomy. It enables teams to innovate confidently while staying aligned with IT governance standards.
Building a Connected Enterprise
Integrating Jira and ServiceNow with Exalate isn’t just a technical upgrade. It’s a strategic advantage. It unifies development and operations, enabling businesses to deliver value faster and more reliably. In a world where digital speed defines competitiveness, bridging DevOps and ITSM ensures teams speak the same language, share the same goals, and achieve superior results together. Interested in how this can apply to your organization? Contact our team today.
