BMC Remedy – ServiceNow Integration

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Data Types: Incidents / Change Requests /CMDBs / Custom Records

BMC Remedy - ServiceNow Integration Use Case

If your teams are using different ITSM tools such as BMC Remedy and ServiceNow, or your customer wants to connect to your systems, ZigiOps can integrate them in a few clicks.

When an Incident is created in either Remedy or ServiceNow, ZigiOps automatically picks it up and creates a related incident in the other system. Our integration platform gives you a high degree of data filtering control so that you can make sure it collects only the required ServiceNow Remedy incidents. You also have full control of the platform’s data field mapping capabilities, allowing you to define how it reports data to BMC and ServiceNow. Regular, custom, and lifecycle fields as well as comments, attachments and more are all a part of the integration.

ZigiOps collects updates for tickets in each system that are already logged in the other system. The platform does that automatically and updates the records for regular fields, custom fields, lifecycle, and comments.

Challenges for Remedy and ServiceNow users

BMC Remedy and ServiceNow are two of the most popular ITSM systems. If one of your teams is using BMC Remedy and another is leveraging ServiceNow, it’s a good idea to align them via a bi-directional integration.

Another common scenario is when you and your customer use Remedy and ServiceNow and want to align them, without exposing sensitive data.

If you are using both tools without an integration, data should be transferred manually between them. This way you risk creating silos, faulty data records and delays in resolving critical issues.

How do we solve them?

ZigiOps is a fully customizable integration platform, which connects Remedy and ServiceNow in minutes. With our predefined templates for various use cases, connecting your systems and transferring all data is easy. ZigiOps’ advanced filtering and data mapping functionalities allow you to customize your integrations on the go.

Improve cross-team collaboration, eliminate silos, delays and mistakes due to manual data transfer, and resolve issues faster with a Remedy ServiceNow integration.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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