CA UIM - ServiceNow Integration

ZigiOps enriches ServiceNow incidents with CA UIM infrastructure topology data, including device relationships, dependency maps, and monitored metric baselines, giving ITSM teams and on-call engineers the full environmental context they need to triage and route incidents accurately without accessing CA UIM directly. This eliminates the time typically spent gathering infrastructure evidence before routing or escalating an incident, accelerating first-assignment accuracy and reducing unnecessary escalations caused by incomplete ticket information. By combining CA UIM's deep infrastructure monitoring with ServiceNow's ITSM workflow capabilities, organizations can deliver faster, more consistent incident responses across complex, multi-layer infrastructure environments.

When CA Unified Infrastructure Management detects a threshold breach or availability issue across monitored servers, networks, or applications, ZigiOps automatically creates a structured ServiceNow incident with all relevant monitoring context mapped across, including alarm details, affected device, severity, and detection timestamp. IT operations teams receive actionable incident records in ServiceNow immediately, without the manual effort of translating monitoring alerts into ITSM tickets, enabling faster triage and reducing mean time to acknowledge. Alert recovery events in CA UIM can also trigger automatic updates or closures of the linked ServiceNow incident, ensuring that the ITSM layer always reflects current infrastructure health rather than stale alert states.