BMC Remedy - Azure DevOps Integration Use Case

BMC
Azure

The helpdesk team receives a new incident in their BMC Remedy queue. After checking the issue, they discover that the problem is the result of a software bug, i.e. that they need to get the DevOps team involved to solve it.

With ZigiOps’ Remedy Azure DevOps integration, they can forward it to the DevOps team automatically: they don’t need to open Azure and manually log the issue. ZigiOps creates an incident in Azure DevOps and updates it in real-time, whenever any changes take place. This, in turn, improves the efficiency of your application lifecycle management (ALM) processes and helps your teams work faster and better.

The helpdesk team and the developer working on the issue can communicate easily, thanks to ZigiOps. They don’t need any additional tools to communicate, because everything takes place in the comments. ZigiOps instantly synchronizes log files, traces, and all other attachments. This improves defect tracking and resolution, simplifies change request management, and eliminates bottlenecks and silos.

Once the developer fixes the issue, ZigiOps automatically updates the incident in Remedy. The customer then receives a notification that the issue has been fixed.

Challenges for BMC Remedy and Azure DevOps users

BMC Remedy is a leading IT service management (ITSM) solution that helps service desk teams quickly sort and handle queries and incidents. With it, you can get instant visibility into recurring issues your customers and employees face, and work on eliminating them before they turn into problems. ...

BMC Remedy is a leading IT service management (ITSM) solution that helps service desk teams quickly sort and handle queries and incidents. With it, you can get instant visibility into recurring issues your customers and employees face, and work on eliminating them before they turn into problems. Azure DevOps is a powerful project management solution for Development teams, used to plan and schedule software releases, fix bugs, and address vulnerabilities. The service desk and the development teams often need to work in sync to solve common problems. Communication between them needs to be quick and effortless. A seamless end-to-end data integration between Remedy and Azure can help you with all this. To achieve and maintain efficient cross-team collaboration, you need to make sure the different software tools and systems you’re using are synchronized in real-time. Keeping your teams aligned is key for the success of your business.

How do we solve them?

With ZigiOps, you can set up a Remedy Azure DevOps integration in a few clicks. Thanks to our fully customizable data integration templates, which come with a wide set of actions, conditions, and transformations, you can set up and deploy your integration immediately. Configure it to match your ...

With ZigiOps, you can set up a Remedy Azure DevOps integration in a few clicks. Thanks to our fully customizable data integration templates, which come with a wide set of actions, conditions, and transformations, you can set up and deploy your integration immediately. Configure it to match your exact use case scenario, regardless of its complexity level, and scale it up or down as needed. ZigiOps’ Remedy Azure DevOps integration optimizes the entire data exchange process between the two apps and syncs records in real-time. This way, you eliminate the risk of errors or duplicated tasks, and greatly reduce manual work.

Improved communication with the DevOps team

Automatic status updates for easier follow-ups

Effortless synchronization with Azure DevOps

Integration Benefits

Improved visibility into end customers’ needs, goals, and requirements

Effortless communication with the helpdesk team

Simplified defect resolution procedures

Resources

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