Streamlining and scaling ITIL integrations for a Nordic financial institution
A leading Nordic financial institution, operating across multiple countries and financial markets, relies on robust IT Service Management processes to support internal teams and external systems. As a client of Communardo Finland for a number of years, the organisation has been continuously evolving its Atlassian ecosystem to support critical Information Technology Infrastructure Library (ITIL) workflows. With an increased focus on ITIL, the organisation recently needed to find a more scalable, centralised solution for the integrations that power its ITIL capabilities.
As ScriptRunner and Atlassian experts, Communardo Finland consultants introduced ScriptRunner Connect to meet their client's needs with an all-in-one integration platform.
At a glance
As integrations between the financial institution's internal and external systems grew in complexity, existing approaches began to show their limitations. Manual processes, limited visibility, and disconnected workflows created operational inefficiencies. Communardo Finland knew that ScriptRunner Connect would be the ideal solution to power the complex integrations required between the client's two Jira Cloud instances and other external systems, such as ServiceNow.
Product
ScriptRunner Connect
Client
Nordic financial institution
Tech stack
Two Jira Cloud instances, ServiceNow and other confidential external systems.
Key outcomes
Seamless integration between Jira Cloud instances, ServiceNow and external systems.
Improved support for ITIL processes, including Incident Management, Service Request Management, and Change Management.
A robust, scalable solution to handle complexity and multiple integrations, with reusable configurations.
Built-in version control, error handling, and reporting.
Greater visibility and real-time accuracy of business-critical information.
The challenges
Fragmented processes and limited visibility
The financial institution needed to integrate these key ITIL processes between its internal Jira Cloud environments and external systems:
- Incident Management
- Service Request Management
- Change Request Management
Previously, these integrations were handled using email-based communication from Jira , followed by updates in Jira issue comments. This created fragmented workflows across multiple parties, where information was not consistently available.
'The processes of multiple parties did not align, and information was not readily available in the right tools at the right time.’
- Tomi Kallio, Senior Atlassian Consultant at Communardo Finland.
These challenges led to:
Confusing case statuses
Manual effort and time spent chasing information
Limited visibility for the original reporter of the issue
Excessive time spent in meetings to keep teams aligned
Hitting the limits of Jira Automation
An initial integration built using Jira Automation reduced some manual effort. However, this approach lacked scalability. As Rafael Pinto Sperafico, Senior Atlassian Consultant at Communardo Finland, noted: 'As the need arose to implement several new integrations, it became clear that a different solution was required to allow for better sharing of configurations between integrations and/or processes, better error handling and reporting, as well as an ability to store the most important pieces of the integrations in version control with rollback capability.'
Despite native Jira Automation providing some integration capabilities, it could not accommodate the multiple integrations and workflow requirements that the Nordic financial institution needed. Rafael continued, 'What started as one integration quickly grew into several, forming a foundation for integrating multiple processes and systems.'
The solution
Introducing a scalable integration approach with ScriptRunner Connect
Communardo Finland’s implementation of ScriptRunner Connect addressed the limitations of previous approaches and supported integrations across systems. Its code-based flexibility enabled the Communardo team to build custom integrations that could be adapted to different ITIL workflows and external systems.
‘The ability to develop and test integrations locally made a huge difference compared to similar tools on the market. From a customer perspective, it enables us to respond faster to integration requirements and adapt to different environments without reinventing the wheel each time. That flexibility is important for maintaining strong customer relationships and supporting diverse use cases.’
Rafael Pinto Sperafico, Senior Atlassian Consultant at Communardo Finland
Unlocking efficiency with local development and version control
One key benefit of ScriptRunner Connect for this project was the ability to develop and test integrations in a local environment. Communardo Finland was able to work in their Integrated Development Environment (IDE) to develop the source code before pushing the code back to ScriptRunner Connect.
This allowed the team to:
- Use Git for version control
- Implement CI/CD pipelines
- Reuse and standardise integration logic
The results
Improved visibility and access to information
The financial institution now has integrated ITIL processes across its Jira Cloud instances and external systems, improving day-to-day workflows that provide the teams with:
- Improved access to up-to-date information
- Clearer visibility into ticket ownership and status
- Reduced need for manual follow-ups
'The biggest change for our client is having quicker and more reliable access to information across systems,' said Tomi.
Communardo Finland continues to monitor the solution and provide development services to further customise and extend the integrations they have built. Based on the success of the initial implementation, the client has also worked with Communardo to build additional integrations, with even more planned in future.
‘ScriptRunner Connect aligns closely with both our current operational needs and our long-term strategy around scalable, integration-driven workflows.’
Rafael Pinto Sperafico, Senior Atlassian Consultant at Communardo Finland
Looking ahead: from operational efficiency to sustainable growth
Rafael explained, 'In the short term, ScriptRunner Connect allows us to standardise and streamline how we build and maintain integrations—especially those involving customer systems. Instead of managing custom scripts or fragmented solutions, we can centralise logic, improve reliability, and reduce maintenance overhead. This directly supports our goal of delivering consistent, high-quality integrations while minimising manual effort.
'Looking longer term, ScriptRunner Connect supports our move toward a more modular and scalable architecture. As our integration landscape grows, having a platform that can orchestrate workflows, manage connections, and evolve with our needs is critical. It positions us to expand integrations more efficiently, onboard new customers faster, and reduce technical debt over time.’
Don't get left behind
'Overall, we see it as a key enabler for both operational efficiency today and sustainable growth in our integration capabilities going forward.'—Rafael Pinto Sperafico, Senior Atlassian Consultant at Communardo Finland
More about Communardo Finland
Communardo Finland is part of Communardo Nordics, alongside Communardo Sweden, Communardo Norway, and Communardo Denmark, forming the Nordic presence of the Communardo Group.
With a strong local presence in the Nordics and with the global expertise of the Communardo Group, Communardo Nordics delivers Atlassian solutions that connect teams, knowledge, and services across a shared platform.
With Atlassian’s System of Work, Communardo Nordics connects teams, knowledge, and workflows across organisations—with AI and the Teamwork Graph built into the platform. With solutions often built on Atlassian’s Teamwork, Service, and Strategy Collections, the result is that teams can work more efficiently, collaborate better, and reach strategic goals faster.