Integrating Exception Management with Your Existing IT / DevOps Tools
Many SMEs already rely on IT service management (ITSM) and DevOps tools to handle day-to-day operations. Platforms like Jira, ServiceNow, GitHub, and Microsoft Teams form the backbone of collaboration, incident management, and development. The question is: should exception management be a separate process, or can it be integrated into these existing tools?
The reality is, SMEs gain the most value when exception management is integrated rather than isolated. By embedding it into current workflows, businesses reduce overhead, improve adoption, and keep risks visible across the organization.
Why Integration Matters
A separate system for exception management may sound ideal but often creates silos. Staff resist logging into yet another tool, and security processes become disconnected from operations. Integration ensures:
- Consistency – Exceptions are managed in the same environment as tickets, tasks, and change requests.
- Visibility – Developers, IT staff, and business leaders can all see the same data.
- Efficiency – No duplication of data across platforms.
Practical Integration Approaches
1. Ticketing Systems
If you use Jira, Trello, or ServiceNow, exceptions can be tracked as special issue types. Workflows can include fields for risk owner, justification, approval, and expiry.
2. Collaboration Tools
Microsoft Teams or Slack can be integrated with exception workflows, providing notifications when exceptions are due for review or approval.
3. Version Control and DevOps Pipelines
Development teams can embed exception approvals in GitHub pull requests or CI/CD pipelines. For example, deploying code with known security trade-offs must reference an approved exception ID.
4. Asset Management Tools
If exceptions relate to systems or applications, linking them to your CMDB or asset register ensures traceability.
Benefits for SMEs
Lower Costs
No need for expensive GRC platforms.
Higher Adoption
Staff are more likely to follow processes if exceptions live where they already work.
Improved Reporting
Integrated dashboards show exceptions alongside incidents and risks.
Getting Started
Start small by defining what an "exception" looks like in your existing tools. Build templates or workflows for capturing approvals, then add automation for reminders and escalation. Over time, this creates a seamless process without disrupting current operations.
Conclusion
Integration is less about technology and more about discipline ensuring exception management becomes a natural part of daily IT and DevOps workflows.