Sync ServiceNow with the rest of your software tools and automate the data exchange.

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Challenges for ServiceNow users

ServiceNow is a popular service desk/help desk application that helps you automate incident management and resolution. If different teams are using different software applications, however, then having an integration platform to connect all of those systems becomes a necessity.

If you want to resolve issues immediately, you need to act fast and be efficient. If you’re relying on the manual transfer of incidents and events from ServiceNow to other applications, you can easily make errors, which can quickly accumulate and cause bigger problems. This can make all ITSM and operations process less agile and adaptable.

How do we solve them?

With ZigiOps, you can streamline and simplify IT Service Management (ITSM) by connecting ServiceNow with the rest of your enterprise applications. Our fully customizable, no-code integration platform allows you to set up seamless bi-directional integrations between ServiceNow and other tools.

Use ZigiOps to easily automate and simplify IT Operations Management by connecting the ServiceNow ITOM module and other systems in your ecosystem. Such types of integrations enhance the visibility into the IT infrastructure and help you identify issues, prior they affect your performance or lead to downtimes.

Connect ServiceNow to Jira, Azure DevOps, Dynatrace, BMC Remedy, VMware vRealize Operations (vROps), Micro Focus OpsBridge, SolarWinds, Cherwell, Splunk, and more! Set up your workflows in a few clicks and improve communication between your teams effortlessly, starting today.

Popular Use Cases

Freshservice ServiceNow integration

ServiceNow and Freshservice co-exist in the IT infrastructure of a company. The help desk department uses Freshservice for dealing with incoming customer issues. A new issue has just been submitted via ticket. On looking into it, the help desk realizes that it requires the attention of someone from the development. That means that the Freshservice ticket has to be logged in ServiceNow. ZigiOps takes the Freshservice ticket and sends it directly to ServiceNow's instance as an incident, along with its details. Resolving the ticket on time is critical.

ZigiOps automates the Freshservice ticket logging and transformation into a ServiceNow incident. DevOps team immediately starts working on it. The help desk team, on the other hand, is kept in constant updates on the resolution’s progress. When the ticket is remediated, ZigiOps immediately notifies the Freshservice team.

Jenkins ServiceNow integration

A company uses both Jenkins and ServiceNow in its daily IT operations. The DevOps team relies on Jenkins for continuous data integration and delivery, as well as monitoring processes like successful builds or failed jobs. The service management team, on the other hand, uses ServiceNow to resolve customer requests and problems. Both teams need to communicate daily and share progress and updates on their tasks.

The DevOps team is tracking failed jobs/builds. When there are such, they must log them into the ServiceNow instance as incidents. This helps the service desk have a clear view of issues. ZigiOps helps both teams by automatically fetching the failed (or successful) jobs/builds and logs them directly into ServiceNow along with their corresponding details. Thanks to the integration platform’s advanced functionalities, IT teams can perform detailed filtering by time, result, status and other important fields of the integrated Jenkins and ServiceNow instances.

Jira Product Discovery integration with ServiceNow

Different ideas, feedback and feature requests are often submitted through the helpdesk systems of companies. These ideas need to be systemized and handled by product management teams. For that purpose they need to be logged in Jira Product Discovery.

The service desk team receives a new incident in ServiceNow. They see that it contains feedback from a customer, related to a new feature they want added to a product of yours. They need to add it to Jira Product Discovery for the project manager to handle.

With a ServiceNow – Jira Product Discovery integration in place, the service desk team doesn’t need to open Jira Product Discovery and log the feedback manually. ZigiOps automates the process with a few clicks. It transfers all the necessary details from ServiceNow to a new Jira Product Discovery idea instantly.

The integration is bi-directional, so if there are any updates or additions to the ServiceNow incident, they are immediately logged into the Jira Product Discovery idea. Once the idea is updated, this is also reflected in ServiceNow, so the customer can receive actual info on when the feature will be launched.

Communication between the service desk and the project management teams is easy. It doesn’t require any additional applications, phone calls or emails. Instead, everything is taking place in the comments. Log files, traces, or other attachments sync automatically. This prevents communication silos and streamlines the product development and enhancement processes.

ServiceNow Dynamics 365 Integration

A ServiceNow Dynamics 365 integration establishes a stable and secure connection between different teams. The synchronization between the two systems enables the seamless transfer of data and insights. Faulty data and miscommunication are eradicated. The ServiceNow Dynamics 365 integration ensures the best possible customer service and elevates the customer relationship.

Here is one of the most common scenarios when а ServiceNow Dynamics 365 integration is the best solution.

The company's teams work with tools of their own choice - Dynamics 365 and ServiceNow. A new incident pops up in the ServiceNow queue and needs a thorough inspection. Upon doing so, the service desk team concludes that it calls for the assistance of the Dynamics 365 team. Without a ServiceNow Dynamics 365 integration in place, the incident's transition from ServiceNow to Dynamics 365 happens manually. Errors and delays often may occur.

With ZigiOps' help as an integration solution, the incident automatically goes into the Dynamics 365 instance. There, the team starts working on its remediation. Then, thanks to the ZigiOps ServiceNow Dynamics 365 integration (bi-directional one), the ServiceNow team is updated about the incident resolution. There is no fuss and delays. Bottlenecks and possible data silos are eliminated.

PagerDuty ServiceNow Integration

A PagerDuty ServiceNow integration will help you connect your teams, operations and clients. The synchronization between the two platforms enables proactive customer and partner communication and eases issue remediation.

Here is one of the most common scenarios when а PagerDuty ServiceNow integration is highly beneficial.

An incident arrives in ServiceNow and it needs to be handled by another team that works with PagerDuty. If you have a PagerDuty ServiceNow integration, ZigiOps will detect the incident and create a related incident in PagerDuty immediately. The responsible team members will see it in real time and be able to act upon it.

ZigiOps provides advanced data filtering that guarantees only the necessary incidents from ServiceNow will be collected. You also have full control over data field mapping so you can easily specify how the data will be populated in PagerDuty. With the conditions that you can add to any field, you can compete even the most complex integration scenarios. Notes, priority, services, assignments, status, and more are all included in the integration.

If there are any updates in the ServiceNow incident, ZigiOps will detect them and reflect them in the PagerDuty incident accordingly. You can also back sync any changes, thanks to the ZigiOps correlation capabilities. Once the incident is closed this is reflected in the other system, as well, with the corresponding notes.

With the ZigiOps PagerDuty ServiceNow integration you can reduce critical errors and enable better and faster response to issues.

SAP Solution Manager - ServiceNow Integration

With ZigiOps you can integrate SAP Solution Manager and ServiceNow without writing a single line of code.

ZigiOps logs alerts created in SAP SolMan directly into ServiceNow as tickets. Specific events can also be a part of the integration. The integration platform offers advanced filtering and field mapping that allows you to have granular control over which alerts, events or fields to be transferred and how.

Whenever there are updates or changes in the SAP Solution Manager alert or event, ZigiOps detects them and logs all additional data in the corresponding ServiceNow ticket. The opposite is also possible – when the ticket in ServiceNow is resolved or updated, ZigiOps confirms the alert in SAP SolMan.

CA UIM - ServiceNow Integration

The combination of monitoring and service/help desk tools is quite common and brings many benefits to users. Such is the case with CA UIM and ServiceNow. Here, we have two quite common use cases. In the first one, the IT team wants to send crucial monitoring data, accumulated by CA UIM directly in ServiceNow, marked as events. This is possible via ZigiOps and its easy deployment. It immediately makes the connection between the systems, thus enabling the data transfer in a matter of minutes. When synced, any data change in CA UIM will appear as an event in ServiceNow.

Another use case related to the integration between the two systems involves the transfer of topology information. If the supervising IT team discovers information not present in ServiceNow, but it should be, this might be a problem. In such instances, ZigiOps helps both systems connect instantly and transfer the much-needed data.

This ensures that no human errors will be present. Also, the synchronization between the two ensures that the topology's database will be kept up-to-date automatically.

Bitbucket – ServiceNow integration

If your teams are using Bitbucket to track their development processes and ServiceNow to manage service requests, you can integrate the two applications and automate the data transfer between them. Here is how ZigiOps can help.

For example, the development team is working on an issue and the service desk team needs to know about it to keep track and keep customers updated. Also this specific issue can be related to other problems or requests and needs to be matched with them. The Bitbucket issue, that matches the criteria will be automatically transferred to ServiceNow as Incident with all the necessary details, like subject, description, priority, status, comments, etc.

Another example is if there is an incident in ServiceNow that is related to a certain issue the developers are working on in Bitbucket. Using ZigiOps, the developers can have commits and pull requests automatically added in the ServiceNow incident by simply including the corresponding incident ID. This way any commits, pull requests and pull request updates will be immediately present in ServiceNow as comments.

GitHub – ServiceNow integration

If your organization is using GitHub to manage development projects and ServiceNow to track customer related cases, you will benefit greatly from integrating both systems. Here is an example of how ZigiOps can help.

The service desk team has received a new incident in ServiceNow, and it is related to a software bug. The information needs to be transferred to GitHub, and with a ZigiOps integration this happens automatically. The ServiceNow incident will be extracted, and the integration platform will create a new issue in GitHub with the corresponding title and description and optional labels, assignees, milestones, etc.

When there is a new pull request in GitHub (with commits), ZigiOps will automatically add a new comment in ServiceNow with the pull request number and update the incident state in ServiceNow to In Progress.

As the integration is bi-directional, if the pull requests are merged and there are linked issues ZigiOps will fix/resolve/close them in GitHub in real time. The integration platform will also update the ServiceNow incident accordingly and close it once it is closed in GitHub.

Dynatrace – ServiceNow Integration

Dynatrace Agents discover servers that are not present in the ServiceNow database. However, they need to be. In this case, ZigiOps steps in and extracts the server information. The data gets reported to the ServiceNow Configuration Management Database (CMDB). This action significantly enriches the existing topology information with data from Dynatrace. Thanks to ZigiOps' bi-directional integration between Dynatrace and ServiceNow, the topology is kept up to date.

In case of missing Problems and logs from ServiceNow's database, ZigiOps collects them and transfers them into ServiceNow as Incidents. It syncs related host details and other information, as well. ZigiOps sends back all relevant information from ServiceNow Incidents to Dynatrace Problems as comments. Our Dynatrace ServiceNow integration is bi-directional and keeps both systems up-to-date at all times.

Salesforce – ServiceNow Integration

ou can use this integration if your main ITSM/CRM system is Salesforce and you want to sync tickets from the teams who use ServiceNow. The opposite is also possible.

When a case is created in Salesforce, ZigiOps will collect it instantly and create a related Incident/Change Request in ServiceNow.

You have a high degree of control over data filtering to make sure the platform collects only the required Salesforce Cases. You also have full control of the data field mapping, allowing you to define how ZigiOps reports data to ServiceNow. Regular fields, custom fields, lifecycle fields, comments, and attachments are part of the synchronization.

Updates in Salesforce for Cases already transferred to ServiceNow are collected and synchronized with the related Incident/Change in ServiceNow for regular fields, custom fields, lifecycle fields, comments, and attachments.

ZigiOps collects updates from ServiceNow for the Incidents/Changes that were created as Cases in Salesforce. It syncs them with the related Cases in Salesforce for regular fields, custom fields, lifecycle fields, comments, and attachments.

For more information, watch our ServiceNow Salesforce integration video.

SolarWinds – ServiceNow Integration

If your main monitoring system is SolarWinds and you want to sync events/alerts from it into incidents in ServiceNow, this integration will do that for you.

When an event/alert is created in SolarWinds, ZigiOps will pick it up automatically and log an incident/change in ServiceNow. You have control of all data filtering functionalities to make sure the platform collects only the SolarWinds events/alerts that you need, and to filter out the noise. Additionally, you have full control of the data field mapping settings that define how ZigiOps reports data to ServiceNow. Regular fields, custom properties and lifecycle fields are part of the synchronization.

Updates in SolarWinds for events/alerts already transferred to ServiceNow are collected and synchronized with the related Incident/Change in ServiceNow for regular fields, custom fields, lifecycle fields and comments.

Nutanix – ServiceNow Integration

There are two common scenarios.

The first one is related to topology updates. Nutanix is managing virtual machines that are not present in ServiceNow Servers topology. ZigiOps automatically detects them and inserts the missing machines in ServiceNow. The integration platform performs regular checks and enriches the ServiceNow topology whenever there are new virtual devices.

The second one is for alarms and the corresponding service requests. ZigiOps delivers alerts discovered by Nutanix directly into ServiceNow. With the conditional field mapping and filtering, you can easily set which alerts go where. ZigiOps can enter them in ServiceNow as events, incidents or problems, depending on your specific requirements and setup. Data is automatically updated whenever there are changes in the Nutanix alerts. When an alert is closed in ServiceNow, ZigiOps automatically closes it in Nutanix, too.

Zabbix – ServiceNow Integration

With this Zabbix ServiceNow integration, you can sync the two tools effortlessly. There are three distinct use cases we have identified: Zabbix Hosts to ServiceNow Servers, Zabbix Events to ServiceNow Incidents, and Zabbix Events to ServiceNow Events. Let’s look into the details.

ZigiOps polls and collects Host or Event data from Zabbix, processes it through the field mapping configuration, and sends a request to ServiceNow to create either a new Server (Server CIs) or a new Event/Incident. The data integration platform performs regular checks to keep all records up to date.

For each integration, you can use the Source tab to configure up the trigger, trigger conditions, polling interval, and expressions, and the Field Map tab to set up the mapping configuration: field, value, and conditional mappings.

You can simply keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems, and want to.

Kubernetes - ServiceNow Integration

With this Kubernetes ServiceNow integration, you can sync the two tools effortlessly and sync fields such as Description, Severity, Type, Source, Node, etc.

ZigiOps collects host and event data from Kubernetes and reports it to ServiceNow. In addition to that, the data integration platform performs regular checks to keep topology up to date.

ZigiOps collects Kubernetes Events and reports them to ServiceNow with all related host information. Correlation is synced with already transferred events for update synchronization.

Prometheus – ServiceNow Integration

With this Prometheus ServiceNow integration, you can sync the two tools effortlessly.

ZigiOps collects host and metric data from Prometheus and reports it to ServiceNow. ZigiOps performs regular checks to keep topology up to date.

ZigiOps collects Prometheus alerts and reports them to ServiceNow with related host information. Correlation is kept with already transferred alerts for update synchronization.

OpsBridge – ServiceNow Integration

With ZigiOps, you can sync ITSM and ITOM. OBM receives events from different tools, which it then redirects via ZigiOps based on specific conditions. For example, OBM receives a new event in the event browser and transfers it via a connected server to ZigiOps. ZigiOps creates a new incident in ServiceNow, containing the OBM event details. It then returns the incident number to the OMi event as an external ID.

Afterwards, the integration platform updates the OBM event. This update is reported to the related incident in ServiceNow. Updates include lifecycle synchronization, regular fields, custom attributes, and annotations.

Jira Service Management – ServiceNow Integration

You can use this integration if your main ITSM tool is Jira Service Management and you need to sync ServiceNow tickets with it. The opposite is also possible, as this integration is bi-directional.

When an Incident is created in Jira Service Management, ZigiOps will detect it based on a scheduled interval (every minute) and it will create a related Incident in ServiceNow. ZigiOps gives you a high degree of data filtering control, so that you can make sure the platform collects only the required Jira Incidents. You also have full control of the platform’s data field mapping capabilities, allowing you to define how it reports data to ServiceNow. Regular fields, custom fields, lifecycle fields and comments are all a part of the synchronization.

ZigiOps collects updates for tickets in each system that are already logged in the other system. The platform does that at a regular interval (every minute) and synchronizes the records for regular fields, custom fields, lifecycle and comments.

VMware SD-WAN – ServiceNow Integration

You can use this integration to transfer Events and Alerts from VMware SD-WAN to ServiceNow to give you a complete overview of your WAN and allow you to forward issues to relevant teams automatically.

ZigiOps detects Alerts and Events in VMware SD-WAN and forwards them automatically to ServiceNow, based on pre-set criteria. For each record, the integration hub collects and logs all related information, like title, correlation keys, description, related CI, severity, and others.

ZigiOps can also collect Open or Closed Alerts in separate categories, based on their status, which allows you to improve root cause analysis and gives you detailed information on current and past issues.

You can define all custom fields via the field map to match your specific use case scenario. Besides that, you also have granular control of the trigger conditions that determine which are the records and fields that ZigiOps will transfer. These include lifecycle synchronization, regular fields, custom attributes, and annotations.

ServiceNow Azure DevOps Integration

The helpdesk team receives a new incident in their ServiceNow queue. They investigate the issue and find out that the problem results from a software bug and they need to forward it to the development team.

ZigiOps automates everything: they don’t need to open Azure DevOps and manually log the issue. The integration platform logs an issue in Azure DevOps and syncs it in real-time. As a result, the efficiency of the application lifecycle management (ALM) is improved.

The helpdesk team and the developer working on the issue communicate effortlessly, thanks to ZigiOps. The communication doesn’t require any additional tools: it takes place in the comments. ZigiOps instantly synchronizes all log files, traces, or other attachments. This simplifies root cause analysis and change request management. Because of it, you can easily eliminate communication bottlenecks.

Once the developer fixes the issue, ZigiOps automatically updates the incident in ServiceNow. The end customer then receives a notification that their problem is now resolved.

If you are using ServiceNow to manage IT requests and handle issues with development tasks, and Azure DevOps is the tool that your development team uses, you can greatly benefit from an integration between the two.

ZigiOps will automatically extract Azure DevOps builds (from build pipelines) and create corresponding incidents in ServiceNow. The advanced filtering capabilities of ZigiOps allow only specific pipelines to be transferred. For example, only the failed ones, or the latest ones. Based on their status, result or timing, you can precisely set which pipelines you need to get logged into ServiceNow as incidents.

All components of the pipelines can be transferred, depending on your needs - name, type, description, default value, etc.

Amazon CloudWatch – ServiceNow Integration

In case an alert in Amazon CloudWatch gets triggered, ZigiOps detects the action and creates an incident in ServiceNow. It then populates all fields with the relevant data.

ZigiOps also allows different alerts in Amazin CloudWatch to be specified so that they can be transferred to ServiceNow. The tools enable the seamless syncing of regular, custom fields and lifecycle fields, and comments.

This allows teams to observe AWS infrastructure in ServiceNow and react immediately whenever there’s an issue that needs to be addressed.

ServiceNow – BMC TrueSight Integration

Integrating an analytics-driven monitoring tool like BMC TrueSight with one of the leading names in the ITSM systems, ServiceNow, has multiple benefits. The accumulated data from both systems help company users achieve greater visibility, scalability, and customer satisfaction.

With ZigiOps' seamless connection, IT teams can transfer the much-needed information from BMC TrueSight directly to ServiceNow. This way, along with enriching the database core of ServiceNow, the data, now marked as events, is accessible from anywhere in the world.

Any change in one of the systems instantly finds its way into the other - thanks to ZigiOps' bi-directional connection.

BMC Helix – ServiceNow Integration

If your teams use different ITSM tools such as BMC Helix and ServiceNow, ZigiOps can integrate them in a few clicks.

When an Incident is created in either BMC Helix or ServiceNow, ZigiOps fetches it instantly and creates a related incident in the other system. ZigiOps offers a high degree of data filtering control so that you can make sure it collects only the required ServiceNow/BMC incidents. You also have complete control of the platform’s data field mapping capabilities, allowing you to define how it reports data to BMC and ServiceNow.

Comments, attachments, regular/custom, and even lifecycle are all part of the synchronization that ZigiOps offers after its deployment.

ZigiOps collects ticket updates from each system and transfers them to the other. Our platform does that in real-time and synchronizes the records for regular fields, custom fields, lifecycle, and comments.

Nagios – ServiceNow Integration

Nagios auto-discovery finds events and topology data that's missing in ServiceNow's database but needs monitoring.

In this case, ZigiOps extracts the data and reports it directly in ServiceNow. In this way, the system's database is enriched with additional data. This also helps accumulate vital information that can later be used for analysis.

The bi-directional integration between Nagios and ServiceNow, executed via ZigiOps, guarantees that the system's databases will always be up to date.

IFS assyst - ServiceNow integration 

In a scenario where a company utilizes IFS for maintenance operations and ServiceNow for IT service management, submitting a ticket from IFS to ServiceNow often involves manual data entry, causing delays and inefficiencies. ZigiOps offers a no-code solution, seamlessly connecting ServiceNow and IFS to automate crucial tasks and enhance efficiency. When a ticket is logged in ServiceNow, ZigiOps automatically creates a corresponding incident or service request in IFS, ensuring real-time updates for both IT support and maintenance teams. This integration enables efficient tracking, communication, and resolution efforts within ServiceNow, while providing maintenance technicians with timely notifications and access to relevant documentation in IFS.

With ZigiOps, your company can improve IT support efficiency, minimize downtime, and optimize maintenance operations, ultimately enhancing productivity and employee satisfaction.

Jira ServiceNow Integration

The service desk team receives a new incident in ServiceNow. After checking the issue, they see that the problem results from a software bug. Therefore, the development team should handle it.

With our integration platform, the service desk team doesn’t need to open Jira and log the issue manually. ZigiOps provides easy, no-code integration between Jira and ServiceNow.

The communication between the service desk and the developer working on the bug is easy. It doesn’t require any additional applications. Instead, everything is taking place in the comments. Log files, traces, or other attachments sync automatically. This streamlines defect tracking and resolution, improves change request management, and prevents communication and information bottlenecks.

Once the developer fixes the issue, ZigiOps instantly updates the ServiceNow incident. The end customer receives a notification about it, as well.

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