IT Service Management (ITSM)/”Navigator” Project – Vendor Demo FAQs


  • How do inventory and ticketing work together?
    • Inventory data is managed within Assets in Jira Service Management, allowing for seamless integration with the ticketing system. This enables users to easily link assets to service requests, incidents, or changes, facilitating better tracking and resolution of issues.
  • How can custom integrations with downstream systems be managed?
    • Atlassian supports outbound calls via APIs, enabling custom integrations with downstream systems. This allows for automated updates and data sharing between JSM and external systems, enhancing the efficiency of service delivery.
  • What kind of automated service monitoring is available?
    • Atlassian can integrate with various monitoring solutions through APIs or marketplace apps. This enables the automatic creation of incidents in response to alerts, streamlining the incident management process.
  • How is the AI tool trained and how does it assist in service management?
    • Atlassian Intelligence is trained using Intents, which are essentially user queries or requests. This AI tool enhances service management by automatically categorizing tickets, suggesting solutions, and providing predictive analytics to improve service delivery.
  • How does the system handle individuals in multiple service queues or roles?
    • Jira Service Management allows the creation of service projects that reflect different queues or roles. Users can be part of multiple projects, ensuring they receive relevant tickets and tasks according to their roles and responsibilities.


  • What kind of training and guides are available for new users?
    • ServiceNow offers a comprehensive training department with an extensive catalog of instructional materials. These resources are designed to facilitate both self-paced and instructor-led learning, ensuring users can effectively utilize the platform.
  • Can ServiceNow integrate with external systems and platforms?
    • Absolutely yes! ServiceNow is designed to integrate seamlessly with a wide range of external systems and platforms, enhancing the platform’s versatility and capability to streamline workflows and data exchange.
  • What are the different kinds of roles that are defined within ServiceNow?
    • ServiceNow accommodates a diverse array of roles within the organization, catering to end users, IT staff, administrators, and developers. This flexibility ensures that various stakeholders can effectively perform their duties within the platform, from managing tickets to developing custom applications.
  • How does AI work out of the box with ServiceNow?
    • ServiceNow’s AI capabilities are designed to be a turnkey solution, requiring minimal setup to deliver immediate benefits. These AI features support various functions, including ticket categorization, incident resolution, and predictive analytics, thereby enhancing efficiency and decision-making.
  • How does ServiceNow handle integrations with existing instances, such as UW Health’s ServiceNow instance?
    • Integrations with existing ServiceNow instances are carefully managed to ensure seamless operation and data integrity. While integrations can present challenges, ServiceNow provides the tools and support necessary to achieve successful integration and enhance overall system functionality.