NHS Education for Scotland successfully move to a simpler system in less than five months

NHS Education for Scotland (NES) is an education and training body and special health board, responsible for supporting NHS services in Scotland.

The Challenge

Tracking targets and risks, as well as allocating and planning budgets, are key challenges for NES. Like other organisations in the public sector, their Integrated Planning and Performance System (IPPS) started out as a single system with one function. However, it quickly mushroomed into an unwieldy, four-part system based on a legacy Oracle platform.

Unifii was called in to help NES simplify and streamline the system, enabling it to add value, rather than frustration.

The Solution

In less than five months – and for a fraction of the original implementation cost of their IPPS – the system (MiTracker) was re-written, streamlined, updated and simplified in ServiceNow.

Key improvements included:

  • Capability to track Performance Improvement Targets against any activity in the system
  • Specific skills and training for NES staff – removing single points of failure
  • Users were able to log in and enter all their updates and actions in one place
  • User notifications, e.g. for actions, changed from a manual process to one driven automatically
  • Accelerated management processes without the need for IT support

The Benefits

  • Management are now able to track an activity’s full lifecycle, including associated targets, target updates, risks, risk actions, costs, controls, and auditing
  • Finance are now able to track all financials securely in one tool
  • Capturing risks (both corporate and operational), risk actions and controls is easier and can be associated to activities or targets when required
  • Simplified auditing process with automated reminders
  • Reporting process for internal and audit purposes has been streamlined

The Future

NES are also now planning MiTracker 2.0, a second phase where they want to take advantage of the new features and upgrades of the ServiceNow release cycles and make the process faster and slicker.

“Working on the MiTracker project has brought various departments together to streamline not only processes but also provided a common language across the platform that will also be rolled into other projects such as JML (Joiners, Mover and Leavers), ultimately saving time and effort by all involved.”

Pete Clarke - NES Lead ServiceNow Developer

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The Unifii TeamNHS Education for Scotland successfully move to a simpler system in less than five months
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Companies House embrace flexibility and control with ServiceNow and Jira integration

Unifii integrated ServiceNow and Jira for Companies House, increasing end user collaboration and developer efficiency.

Companies House is an executive agency of the UK government, sponsored by the Department for Business, Energy & Industrial Strategy. The organisation incorporates, and dissolves, limited companies, as well as registering company information and making it available to the public.

There are currently more than 3.5m limited companies registered in the UK, with 500,000 new companies incorporated each year. To manage this, Companies House employs around 1,000 people in Cardiff, Edinburgh, Belfast and London.


The Challenge

Companies House came to Unifii for help in applying the control of ITSM with the flexibility of DevOps to their Change and Problem processes through integrating Jira with ServiceNow. Jira is used to storyboard development iterations, bug tracking, as well as managing daily development reports and tasks. It was being primarily used by the developers, whereas the business team were using the ServiceNow platform.

Unifii was brought in specifically to implement a new, best-practice REST integration between ServiceNow and Jira. Part of the challenge was bridging a gap between the two teams whilst keeping the best from both applications. The integration, was a way of allowing ServiceNow to automate the management of work queues in Jira – a necessary addition due to a need for more effective problem and change management tracking.

Although it is fairly complex, Jira is a popular platform with developers. Companies House attempted the integration internally but ran into issues owing to a deprecated integration method (SOAP) and a recent version release from Atlassian. Companies House had worked with other ServiceNow partners before approaching Unifii.

“We engaged with Unifii to help us with our Jira and ServiceNow integration. By doing so, we have seen significantly improved communications and efficiency between our business and development teams.”

Leanne Peters, Continuous Systems Improvement Manager

The Solution

The integration proceeded with the following  key implementations:

  • Bidirectional information sharing of ServiceNow Problem and Change Management tickets with Jira to better align development teams with other teams within the business. The benefit is a team that’s more streamlined, more unified and more efficient.
  • A transaction table to track both inbound and outbound updates. This makes it easier to monitor updates and re-process tickets in Jira.
  • Dynamic field mapping which enables the client to apply future updates without code changes. This gives them the tools to run without needing third-party expertise in the future.
  • All functionality configured within ServiceNow, with no Jira updates needed. All updates automatically go from Jira into ServiceNow. This removes the need for Jira development experts and, with all information now stored in one place, means it can be managed by one team instead of two.


The Benefits

The project was completed in 10 working days, headline benefits to the client include:

  • Time saved by the business teams, who no longer need to manually update Jira as ServiceNow represents a single point of management. Previously tickets had to be raised manually on Jira.
  • Significantly improved efficiency and communication between business and development teams, due to mirrored updates between Jira and ServiceNow.
  • Reduced reliance on Jira development experts.
  • On-going ability to apply future updates without third-party help.

“Unifii listened and understood the business challenges we were facing. The integration they performed, between ServiceNow and Jira, was completed in 10 days and has saved our internal teams valuable time. The Unifii consultants are very professional. The integration they performed between ServiceNow and Jira means we are seeing increased business efficiencies. I feel a valuable relationship and trusted partnership growing between our organisations.”

Leanne Peters, Continuous Systems Improvement Manager

Get in touch

If you’ve liked what you’ve read here, get in touch with one of the Unifii team to discuss how we can help you.

The Unifii TeamCompanies House embrace flexibility and control with ServiceNow and Jira integration
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