Overview

Many organizations use IT Service Management (ITSM) systems like Jira Service Management or ServiceNow to track incidents or application changes. Britive extends its functionality to allow customers to connect to their ITSM system and carry out incident—or change-related actions. The user can use a particular ticket to create/send an access request or check out a profile. An approver gets a ticket number in the approval request and approves or rejects a request.

Britive currently supports integration with Jira and ServiceNow. Britive supports the following ticket categories for the integration:

• ServiceNow: Incident and Change Request
• Jira Service Management: Issue

ITSM integration includes the following steps:

1. Configuring an ITSM system for integration with Britive
   • Configuring Jira Service Management for integration
   • Configuring ServiceNow for integration
2. Creating an ITSM connection on Britive
3. Advanced Settings: This includes:
   1. Justification Settings: Justification settings required at checkout
   2. ITSM Settings: ITSM settings at the application, profile/policy, or resource profile/policy level
4. My Access: Requesting access to issues/incidents of an ITSM connection using the My Access tab
5. My Requests: Approving or rejecting access request