How a Leading Mortgage Provider Connected DevOps and ITSM with Jira and ServiceNow Integration

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How a Leading Mortgage Provider Connected DevOps and ITSM with Jira and ServiceNow Integration

For large enterprises managing complex workflows, disconnected tools can slow everything down. When IT teams use one platform and development teams use another, critical information gets lost, updates are delayed, and collaboration becomes a challenge.

This was exactly the issue a leading US mortgage service provider faced. Their DevOps team relied on Jira, while ITSM processes were handled in ServiceNow. Without a seamless connection between the two, their teams struggled with manual updates, miscommunication, and inefficient incident resolution.

The Challenge: A Disjointed Workflow

The mortgage provider needed an automated, bidirectional integration between Jira and ServiceNow to eliminate these pain points. Their key challenges included:

• Manual data transfer between platforms, causing delays and inconsistencies.

• Limited visibility into issue statuses, leading to duplicated efforts.

• Slow incident resolution, since IT teams had to chase updates from development.

Without a proper integration, the teams were working in silos, making it difficult to track incidents and ensure smooth service delivery.

The Solution: A Tailored Jira–ServiceNow Integration

To address these challenges, Getint implemented a custom integration designed to automate issue synchronization and improve real-time collaboration.

The solution included:

• Automatic issue and incident synchronization – Whenever an incident or change request was created in ServiceNow, it was instantly reflected in Jira, ensuring teams had access to the same data.

• Bidirectional updates – Any progress made in Jira was updated in ServiceNow and vice versa, eliminating the need for manual follow-ups.

• Custom field mapping – The integration was tailored to match the company’s specific workflows, transferring only relevant information.

• Transparent error handling – The system provided logs and notifications to track every change, improving accountability and compliance.

The Impact: A Unified Approach to ITSM and DevOps

The integration transformed the company’s workflow, leading to immediate improvements:

• Faster incident resolution – IT teams could track development updates directly in ServiceNow without delays.

• Improved collaboration – DevOps and IT teams worked as a single, synchronized unit rather than separate teams with different tools.

• Better reporting and compliance – Leadership had a clear, real-time view of issue resolution and system changes.

By removing inefficiencies and automating communication between Jira and ServiceNow, the company significantly reduced manual work, improved response times, and enhanced overall service quality.

Why This Matters for Enterprise Teams

For organizations managing large-scale service operations, a Jira–ServiceNow integration isn’t just about convenience—it’s about efficiency, accuracy, and keeping teams aligned. A well-implemented integration ensures that DevOps and IT teams stay connected, reducing downtime and improving the overall service experience.

At Getint, we specialize in secure, scalable, and customized integrations for Jira, ServiceNow, and many other platforms. If your teams are struggling with disconnected workflows, we can help create a solution tailored to your needs.

Read the full case study here: Jira & ServiceNow Integration Case Study

Have you faced similar integration challenges? Share your thoughts in the comments—we’d love to hear your experiences.

[James Rickards _Spark-Nel_]

Having observed around five Jira <--> ServiceNow integrations in past roles, they have all ended up a mess where often they have sync issues, resulting in lack of trust and frustration across the board.

In addition, the lack of agility within ServiceNow (changes away from OOTB tend to be expensive to maintain) places a dampener on the team's ability to alter the Jira configurations to suit their needs without doing extensive impact assessment prior to changes.  This kills off the competitive advantage of using Jira.

Prior to engaging in any such integration, I would always ask what the motivation is. If it is financial then in my experience, it works out cheaper to just purchase the additional licenses for ServiceNow and Jira for both teams.

All I can say is good luck, and I hope you worked through all the edge cases.