ITSM

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. Approvers see the ticket number in the approval request and approve or reject a request.

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

• ServiceNow: Incident, Change Request, Change Task, Problem, Problem Task, Service Request, Service Request Task, Vulnerability Task

• Jira Service Management: Issue

Note:

For ServiceNow, you select which ticket types each connection supports. ITSM settings on applications, profiles, and policies can use only the types selected on their connection.

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. Configuring advanced settings:

   1. Justification Settings: Justification settings are required at checkout; see Advanced Settings -> Justification Settings.

   2. ITSM Settings: ITSM settings at the application, profile/policy, or resource profile/policy level. See Advanced Settings -> ITSM Settings.

4. My Access: Requesting access to tickets of an ITSM connection using the My Access tab.

5. My Requests: Approving or rejecting the access request