Your incident is stuck between two systems that don't talk

A support agent in ServiceNow takes a P2 incident. They triage it, realize it's a software bug, and now they need engineering to fix it. Engineering lives in Jira.

10 Reasons Why Enterprises Are Integrating ServiceNow & Jira

ServiceNow is the gold standard for IT Service Management (ITSM), offering robust capabilities for incident, problem, change, and request management, while Jira dominates Agile project management and software development with powerful issue tracking, sprint planning, and release management features. In most large organizations, IT operations run on ServiceNow while engineering and product teams live in Jira. Without proper integration, this creates silos, duplicate work, and gaps in communication. Enterprises increasingly need these platforms to work together seamlessly so that incidents, changes, and development tasks stay aligned across the entire lifecycle—from detection and triage to fix, test, and deployment. When ServiceNow and Jira are tightly connected, work flows smoothly between IT and development, teams stay in sync, and leadership gains a clear end-to-end view of what’s happening. Here’s why ServiceNow Jira integration is a game-changer.

Mastering Case Management: How Salesforce Transforms Customer Support

Salesforce's case management (via Service Cloud) is a powerful tool designed to streamline operations, manage tickets, and ensure the best customer service. In short, case management is used when a customer reaches out with a problem or inquiry, for example, via email or a customer portal. Under these conditions, Salesforce will automatically generate a support case. Alternatively, issues that are called in by phone are created manually by the support team. In either case, tickets include all the relevant information about the customer's issue. Armed with this information, the goal of the support team is to successfully resolve the issue, drive customer satisfaction, and close the case.

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.