Managed service providers (MSPs) are indispensable partners for businesses, offering crucial IT services and support vital for modern operations. In today's technology-driven landscape, MSPs play a pivotal role in managing and optimizing IT infrastructure to ensure seamless business operations. A core responsibility of MSPs is to swiftly and effectively resolve critical client issues, minimizing downtime and maintaining business continuity. Leveraging their technical expertise and industry knowledge, MSPs strive to deliver the best possible solutions to exceed client expectations.

ZigiOps, with its advanced integration capabilities, empowers MSPs to achieve their goals and keep clients satisfied by seamlessly connecting and synchronizing data across multiple IT systems. By streamlining workflows and automating processes, ZigiOps enables MSPs to respond to client issues promptly and efficiently, ultimately enhancing client satisfaction and fostering long-term partnerships.

The Client

Our client, Hoist, brings together over 200 team members globally with extensive IFS expertise, drawn from both former customers and employees. With a strong focus on IFS solutions, their seasoned team ensures tailored and consistent service delivery across industries. Leveraging standardized methodologies, they excel in end-to-end solutions from implementation to ongoing support. As a Global Systems Integrator of IFS, Hoist unwavering belief in IFS's vision drives them to maximize client investments and deliver tangible business value. With offices spanning regions including Canada, the US, UK, Belgium, The Netherlands, Dubai, Colombia, Brazil, and Sri Lanka, their impact is felt on a global scale.

The Case

Hoist encounters significant challenges when tasked with connecting its clients' systems and transferring crucial business data seamlessly. Manual processes often result in delays and errors, exacerbating the complexity of integrating multiple systems with diverse functionalities. Maintaining real-time synchronization across platforms poses a formidable obstacle, hindering operational efficiency and compromising data accuracy. However, the importance of executing integrations such as transferring FreshService Incidents to RemedyForce, synchronizing ServiceNow Cases and Incidents with RemedyForce Incidents, and linking ServiceNow SC Tasks to RemedyForce Incidents cannot be overstated. These bi-directional updates are essential for streamlining incident management, facilitating efficient task coordination, and ensuring alignment between service catalog offerings and incident resolution efforts. By overcoming integration challenges and seamlessly transferring vital business data, Hoist demonstrates its commitment to delivering exceptional IT services and fostering client satisfaction.

"The decision to partner with ZigiOps was paramount for our company, as it enabled us to overcome critical integration challenges and seamlessly synchronize vital business data across multiple platforms. ZigiOps's expertise and robust capabilities not only solved important problems but also elevated our service delivery, ensuring efficient incident management and streamlined task coordination for our clients."
– Hoist Senior Account Manager

Use Case: Integration of ServiceNow with ITSM Systems

Background:
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Hoist, a distinguished player in the IT industry, is entrusted with bridging the gap between its ServiceNow instance and its client's IT Service Management (ITSM) systems. The IT teams, relying on FreshService and RemedyForce for their ITSM needs, require seamless incident management and task synchronization across platforms. This integration aims to establish bi-directional updates between ServiceNow and BMC RemedyForce, ensuring swift incident resolution and efficient task coordination.

Challenges

• Manual Data Transfer: Hoist grapples with laborious manual processes for transferring incident data between ServiceNow and the ITSM systems, leading to delays and errors.

• Data Synchronization: Maintaining real-time synchronization of incident details and updates across multiple systems poses a significant challenge, hindering operational efficiency.

• Complex Integration Scenarios: Integrating multiple systems with diverse functionalities presents complexities that demand expertise and resources.

• Security Concerns: Ensuring the security and compliance of data while transferring sensitive information between systems is paramount to protect client interests and uphold industry standards.

Solution: ZigiOps as a Central Integration Hub

Recognizing the need for a secure and reliable partner to execute the integration seamlessly, Hoist turned to ZigiOps, a renowned integration platform with a track record of success in multi-system integration scenarios. Leveraging its robust capabilities and expertise, ZigiOps provides the perfect solution for connecting ServiceNow with FreshService and RemedyForce.

Execution

• FreshService Incidents to RemedyForce Incidents (Bi-directional Updates):
  ZigiOps seamlessly captures incident details from FreshService and transfers them to RemedyForce, ensuring bi-directional updates between platforms to streamline incident management processes.

• ServiceNow Cases to RemedyForce Incidents (Bi-directional Updates):
  Incident cases created or updated in ServiceNow are synchronized with RemedyForce, maintaining data consistency and enabling real-time updates to facilitate efficient incident resolution.

• ServiceNow Incidents to RemedyForce Incidents (Bi-directional Updates):
  Incidents logged in ServiceNow are seamlessly transferred to RemedyForce, ensuring bi-directional updates to keep incident information synchronized across platforms and enhance collaboration between teams.

• ServiceNow SC Tasks to RemedyForce Incidents (Bi-directional Updates):
  Tasks linked to ServiceNow Service Catalog are synchronized with RemedyForce incidents, facilitating bi-directional updates to improve task management efficiency and ensure alignment between service catalog offerings and incident resolution efforts.

Synchronizing Incidents Across ServiceNow, Freshservice, IFS Assyst

As the partnership matured, Hoist expanded their integration scope to include IFS Assyst, aiming to create a truly centralized incident management ecosystem across all their ITSM platforms. With teams across different regions using ServiceNow, Freshservice, and IFS Assyst, the goal was to eliminate tool fragmentation, synchronize critical workflows, and streamline resolution processes across business units.

Integration Objectives

• Creation Flow (Uni-directional):

ServiceNow → IFS Assyst

Freshservice → IFS Assyst

• Update Flow (Bi-directional):

IFS Assyst ↔ ServiceNow

IFS Assyst ↔ Freshservice

Fields Synchronized

• Standard Fields: Title/Subject, Description, Comments/Notes, Attachments

• Custom Fields: Priority Grouping, Region Code, Custom SLA Tags

ZigiOps No-Code Integration Workflow

• Connect Systems: Through ZigiOps’ Connected Systems menu, the team linked ServiceNow, Freshservice, and IFS Assyst using API credentials. ZigiOps auto-discovered metadata, including custom fields, saving hours of manual mapping work.

• Incident Creation Configuration: Using ZigiOps’ UI, uni-directional creation flows were set up to push new incidents from ServiceNow and Freshservice into IFS Assyst. Trigger rules such as “Status = New” initiated the data transfer, and field mappings were configured for both default and custom attributes.

• Bi-directional Update Handling: Updates to any incident in IFS Assyst reflected back to the source system—and vice versa—based on unique correlation IDs. Conditional logic ensured updates occurred only when relevant (e.g., change in priority, updated comments).

• Custom Field Mapping: ZigiOps supported dynamic mapping for custom fields. For example, custom_priority_grouping in Freshservice was mapped to custom_priority_code in IFS, and region-specific values were transformed using expressions within the no-code UI.

• Monitoring & Troubleshooting: Hoist utilized ZigiOps' live dashboard and detailed logs to monitor sync activity. Any errors, unmapped fields, or failures were easily visible and addressed within minutes.

Business Results

• Unified Incident Management: IFS Assyst became the central platform for visibility, while maintaining live links with ServiceNow and Freshservice.

• Operational Agility: Incidents moved in near real-time between platforms, eliminating delays and ensuring faster responses.

• Compliance and Transparency: Every integration action was audit-ready and traceable.

• No-Code Simplicity: MSP engineers configured and adjusted flows without writing scripts, drastically reducing time to deployment.

Conclusion

ZigiOps proved to be the ideal partner for Hoist in executing integrations across a growing suite of ITSM systems. From the initial connection between ServiceNow and RemedyForce to the expanded ecosystem including Freshservice and IFS Assyst, ZigiOps gave a robust and scalable integration framework. The result was a seamless, real-time incident management process that helped Hoist elevate its service delivery, reduce manual effort, and exceed client expectations—solidifying its position as a trusted leader in managed IT services.