Kanbanize + ServiceNow Integration: How to Make Two Cloud Platforms Even More Effective
CHALLENGES
Establish a process of Kanbanize Cards creation based on the tickets from ServiceNow.
Schedule tickets sending to meet Kanbanize API limitations.
Set up the automated statuses syncronization.
Develop the user-friendly interface with settings.
BUSINESS VALUE
Flawless integration between two cloud platforms.
Removal of manual task duplication and significant man-hours savings.
Visual reports on the dashboard.
Perfect helpdesk workload visibility.
EXECUTIVE SUMMARY
The main task of Kanbanize platform is to provide single-point access to all projects and tasks across the organization. With Kanbanize it is possible to create various dashboards for better workflow visibility. Different graphs for teams and departments allow us to see at a glance the total workload, task volume, responsible persons, and so on.
In reality, modern companies use more than one software solution, and the part of the processes and tasks can be isolated. For example, service desk and help desk teams manage their tasks on the ServiceNow platform. If the management wants to see their tasks, statuses, and total workload, they have to do the double job creating the tasks on Kanbanize manually.
The client ordered the integration between Kanbanize platform and ServiceNow to duplicate ServiceNow tasks on Kanbanize automatically. All task management proceeds on ServiceNow, but Kanbanize provides the general view for better visibility.
SOLUTION
The project started in March 2021 with a meeting between the Teiva Systems team and Kanbanize team. The team discussed the project roadmap and MVP, after approval the development started. The first MVP was ready in three weeks.
The main project stages:
Discovery
- Perform overview of the ServiceNow instance on the client’s side
- Define the necessary processes to integrate the Kanbanize solution
Solution Installation
- Install a solution on client instance
- Configure a set up for agreed processes (incident management, change management, request fulfillment, project management)
- Migrate the existing ServiceNow tickets to Kanbanize
- Test a solution
Customization
- Develop additional features requested by a client (flexible trigger rules, sending additional info to Kanbanize, synchronize Kanbanize card when ServiceNow task is updated)
- Test additional features and perform regression testing
User Acceptance Testing & Training
- Conduct training session to explain solution capabilities
- Train users on the main use cases
- Provide recording of the session and user guides
- Conduct UAT to get sign off