Do you have any insights on integrating ITSM and DevOps/project management applications? We are struggling with the use of multiple tools and need to simplify our team's workload. Currently, our best options seem to be using OTRS for ITSM and Jira for DevOps/agile projects, but we will need to build the integration between the two using APIs. Any recommendations or tips would be greatly appreciated. 

I have worked with ITSM tool from sales force, which allows to setup and orchestrate workflows. It is quite flexible for integration to various devops tools, project management, offer management,  contract management and billing tools. The workflow steps can be implemented with API call out to any external service/tool, you can subscribe for events from external tools and transition the workflow based on these events etc. You also have access to various states within the ITSM which can be read and updated from the workflow. I was involved in developing the complete workflow for SAAS provisioning starting with customer request for a service, contract signing, and the complete workflow for triggering the tenant provisioning, onboarding of users, configuring the service based on the contract and usage based billing triggers.

Do check if this might be helpful:
https://www.gartner.com/peer-community/post/hi-folks-wondering-if-have-some-insights-about-integrating-itsm-devops-project-management-apps-we-strugling-use-multiple?utm_campaign=automation&utm_content=7&utm_medium=email&utm_source=mandrill

We also use multiple tools that are not integrated. For us: Tier 1 is shared mailbox with local user support. We have teams at each local user location who can help with user level adjustments to software settings, browser settings. If they need a change to a software install or access it goes up to a ticketing workflow tool similar to what OTRS is I believe. 90% of our user issues are handled at tier 2. The few that do need to become change requests must be manually entered in an instance of Service Now we use for Project management and associated workflow management for changes and trouble tickets.  Since so few items graduate from tier 1 to a change ticket it has not be a showstopper for us yet. The OTRS system was a step up for use from using a shared mailbox - so we are happy for now.