From Double Work to Double Efficiency: How to integrate JSM with JSM. Case Study.

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As organizations grow, it’s not uncommon for their Atlassian environments to become more complex. Multiple Jira Service Management (JSM) instances—perhaps due to mergers, acquisitions, or geographic expansion—can lead to disjointed workflows, duplicated tickets, and a lack of visibility into the entire IT service landscape. This story sounds all too familiar to many Atlassian Community members who find themselves juggling separate environments and yearning for a single source of truth.

This challenge is exactly what Schréder, a leading manufacturer of outdoor lighting solutions, faced. They turned to Getint to unify their multiple JSM instances into a cohesive ecosystem. For anyone struggling with JSM-to-JSM integration, Schréder’s journey offers valuable insights into the pain points and tangible solutions that can help streamline operations.

The Pain Points of JSM-to-JSM Integration

1. Multiple Data Silos:
   When teams operate on separate Jira Service Management instances, key information often becomes siloed. Schréder’s service teams found it challenging to track incidents and requests that spanned multiple platforms, leading to gaps in understanding service history, priorities, and workload distribution.

2. Manual and Redundant Work:
   Without proper synchronization, duplicate efforts can proliferate. Agents often had to re-enter data from one JSM instance into another, causing inefficiencies and raising the risk of error. This manual back-and-forth also drained team bandwidth that could have been spent on higher-value tasks.

3. Inconsistent Processes and SLAs:
   Different teams and regions within an organization might use varying workflows and service-level agreements in their separate JSM environments. Inconsistencies can cause confusion, making it more difficult to maintain consistent service quality and meet customer expectations.

4. Limited Transparency and Visibility:
   Leaders and stakeholders crave a unified view of service metrics and issue resolution progress. With multiple unconnected instances, gathering meaningful reports and gaining actionable insights was nearly impossible. This lack of visibility hindered strategic decision-making and continuous improvement efforts.

How Schréder Addressed the Challenge

Schréder partnered with Getint to create an automated, flexible, and secure integration solution between their JSM instances. By leveraging Getint’s integration capabilities, Schréder established a two-way sync of tickets, fields, and statuses that ensured all teams operated on the same page—literally and figuratively.

Key Components of the Solution:

• Automatic Ticket Synchronization: Issues created or updated in one JSM instance were immediately reflected in the other, eliminating the need for manual data duplication.
• Custom Field Mapping: The solution allowed Schréder to define which fields should be synced and how. This flexibility ensured that only relevant data was transferred, reducing clutter and confusion.
• Workflow Alignment: By customizing integrations according to Schréder’s unique workflows and SLAs, both JSM instances could adhere to standardized processes without forcing either team to abandon established, effective practices.
• Centralized Reporting: With both instances talking to each other, Schréder gained new transparency. They could now consolidate reports, track performance metrics, and make decisions based on real-time, comprehensive insights.

The Result: A Unified JSM Ecosystem

For Schréder, the outcome was transformative. Teams that once struggled with redundant tasks and fractured processes could now collaborate seamlessly. Ticket resolution times improved, stakeholder confidence grew, and the service organization could finally focus on delivering exceptional value rather than wrestling with administrative overhead.

Lessons for the Atlassian Community

For those facing similar hurdles—managing multiple JSM instances, dealing with data silos, and longing for consistency—the Schréder case study serves as a roadmap:

• Start by Identifying Pain Points: Understand exactly where inefficiencies and data gaps lie.
• Choose a Trusted Integration Tool: Use a robust integration platform that can adapt to your workflows rather than forcing you to conform to a one-size-fits-all approach.
• Prioritize Flexibility and Customization: Every team’s needs are different. Tailor the integration to reflect your unique business processes.
• Emphasize Transparency and Reporting: Effective integration isn’t just about syncing data; it’s about enabling better decisions through unified visibility.

Conclusion

The Schréder case study reminds us that the path to operational efficiency often begins by bridging gaps between disparate systems. Through thoughtful integration, teams can reduce manual work, increase alignment, and ultimately enhance the quality of service delivered to customers and stakeholders. If you’re currently feeling the pain of JSM-to-JSM integration challenges, consider following Schréder’s example—streamline your environment, synchronize your data, and free your teams to focus on what truly matters.