In our latest webinar on May 20, 2021, we’ve looked into three of the most common use cases for our BMC Remedy integrations. Below, you can find a detailed description of each use case, along with some additional information on the capacities of ZigiOps.
If you prefer to watch a recording of the webinar, you can find it here.
We’re happy to have ZigiWave as a BMC partner. Integration is important for all of us. The goal of Zigi is to automate and facilitate work, as we don’t want to do busywork and transfer data back and forth manually.
In today’s world, digital transformation is not just a buzzword. Most companies have moved 90% of their task force to remote work, including companies like BMC, Google, Atlassian, Amazon, and more. Because of that, IT teams need to be more agile and responsive than ever, and with that, to solve bottlenecks and reduce manual work in their daily work.
Our platform uses a best practice approach to value stream integration between different units of the organization. It enriches different systems with valuable data and information, and streamlines the data flow between BMC Remedy and other software tools.
ITSM, ITOM and DevOps teams can now completely automate entire workflows and simplify the enrichment of incidents, events, topology, and other tasks in real time, with ZigiOps’ powerful automation capacities.
In this article, we’ll look at three of the most common use cases for our BMC Remedy integrations:
- BMC Remedy to an ITOM tool
- BMC Remedy to a DevOps tool
- BMC Remedy to another ITSM tool
Let’s dive in.
BMC Remedy integrations: the most common use cases
With ZigiOps, you can integrate any type of data from BMC Remedy, BMC Remedyforce, BMC Helix or BMC TrueSight, to any other system that we’re currently supporting. Here, we’ll be looking at our integrations for BMC Remedy specifically. All BMC Remedy integrations we have are bi-directional, meaning that you can report data to BMC Remedy, or extract it from BMC Remedy and report it to another software tool.
Let’s look at the most common use cases.
BMC Remedy to an ITOM tool
The most popular use case we see with our clients is for an integration between BMC Remedy and an Event management tool, such as Dynatrace, MicroFocus OpsBridge, or SolarWinds. Usually, the starting point is the Event management tool, where an Event triggers the creation of an Incident in BMC Remedy, so that it can be tackled quickly.
The integration is bi-directional, meaning that any changes are synced between the two software tools in real time.
There’s another type of integration we have between BMC Remedy and ITOM tools: configuration items (CIs) that need to be in sync. In addition to just creating the incident, we also give it context by providing a CI, and indicate whether it’s a host or an application. This means that the entire processing of the incident will happen within a specific context.
Example: Dynatrace – BMC Remedy
Data types: Problems (in Dynatrace) to Incidents (in BMC Remedy)
Once a new Problem is created in Dynatrace, ZigiOps detects it immediately and creates an Incident in BMC Remedy with all the relevant information from the Problem. This means that teams get to exchange information without needing to do any manual work. As a result, they solve issues faster, before they impact the company’s end clients.
All changes to the Problem are immediately reflected in BMC Remedy. For example, if the Problem is closed in Dynatrace, ZigiOps will pick up this update: it’ll send it to BMC Remedy and resolve the corresponding Incident.
BMC Remedy to a DevOps tool
Another use case we often have is BMC Remedy to a DevOps tool, such as Jira or Azure DevOps, in order to streamline incident resolution.
With ZigiOps, if the help desk team receives an Incident in BMC Remedy that requires a change in the product itself, they can push it to the development team automatically. Once the Incident is created in BMC Remedy, the integration platform detects it and creates an Issue, a Story or a Bug in the DevOps tools the company uses. Both records are aligned in real time, meaning that any consecutive changes will be also reflected in BMC Remedy.
The opposite is also possible, and is a common use case scenario, as in the example below.
Example: Jira – BMC Remedy
Data types: Tasks & Issues (in Jira) to Incidents (in BMC Remedy)
When a new task is created in Jira, ZigiOps instantly detects it, based on specific pre-defined conditions, and creates an Incident in BMC Remedy for it. In the Incident’s record, you have all the information related to the Task in Jira. Additionally, you can make changes in both systems: ZigiOps will detect them instantly and sync all updates.
You can work with any fields you see the ZigiOps’ UI, and use any of the fields of both systems, as well as custom fields. This allows you to go beyond the surface level of information, and access the deep levels of data, in order to get full visibility into both systems.
BMC Remedy to another ITSM tool
The next use case we have is between BMC Remedy and an ITSM tool, such as Jira Service Management, ServiceNow, or Cherwell. It can also even be between one BMC Remedy instance to another BMC Remedy instance. This means that when we have two different departments working with different ITSM tools or with different instances of the same ITSM tool, ZigiOps makes it possible to sync the instances and exchange data seamlessly. Any change that you make in one system will be automatically synchronized with the other system. This means that teams can work together efficiently, and that everyone receives updates on the minute.
Example: ServiceNow – BMC Remedy
Data types: Incidents (in ServiceNow and in BMC Remedy)
ZigiOps detects Incidents created in either one of the two software tools and logs them into the other tool automatically. Incidents are then synchronized in both directions, whenever there are any updates.
For example, when an incident is first created in ServiceNow, ZigiOps is configured to detect the new record and create its equivalent in BMC Remedy. The correlation ID is used to signal that the two incidents are related. You can make changes to lifecycle fields and to regular fields, or also add comments and attachments.
Similarly to all other integrations, this integration is very easy to scale: regardless of the number of incidents you have, ZigiOps syncs them in both directions instantly.
Conclusion: Bridge the gap between ITSM and your other business units with a software integration platform
If you’re using a few different software tools at your company to manage different aspects of your IT infrastructure, at some point you’ll need to get data from tool A to tool B, and sync all changes between both tools. If your teams are doing this manually, you risk ending up with incomplete or duplicated data, and you also need to factor in the risk of human error.
To optimize and speed up data flow, you need to automate it, and let the different software systems speak to each other. The best way to do that is to use an integration platform like ZigiOps. With it, you can simply use one of our templates out of the box, and deploy it in a matter of minutes.
The best part?
You don’t need to code anything: all available configurations, such as systems, data types, field mappings, custom fields, etc., are accessible from ZigiOps’ interface. Regardless of the systems you’re going to integrate, the process is always the same. You can also customize the integration in any way you wish to match your exact use case.