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Two tools, one gap, zero native connection

The problem: the incident is in ServiceNow, the fix lives in GitHub

A support agent working a ServiceNow incident confirms it's a software defect. The fix has to happen in engineering — and engineering works in GitHub, not ServiceNow. Right now, that handoff is a human copying fields from a ServiceNow incident into a new GitHub issue: title, description, repro steps, severity, environment, screenshots. Then pasting the issue URL back into the incident. Then babysitting both records for every comment, label change, and resolution until the fix ships.

On October 6th, 2020, Gartner named ServiceNow a leader for 7th year in 2020 ITSM Magic Quadrant. The Gartner Magic Quadrant is a much anticipated report for customers seeking a third-party evaluation of IT Service Management vendors. As a leading integration solution vendor ourselves, Quantum Whisper looks to these reports to develop strategy and plan future integrations. The report provides an overall snapshot of the ITSM industry as well as a full assessment of ITSM vendors including strengths and weaknesses. It servers as a great guide for those evaluating an ITSM solution. To learn more about the report, visit Gartner to download a copy.