Datadog – BMC Remedy Integration

ZigiOps gives IT operations teams a seamless connection between Datadog's observability layer and Remedy's service management workflows, enabling organizations to enforce formal ITSM processes around monitoring events without requiring operations engineers to manage two separate systems manually. Remedy teams gain actionable, data-rich incident records from Datadog, while monitoring engineers retain ownership of alert configuration and investigation in Datadog. This division of responsibilities, enforced through automated integration, improves both the speed and quality of incident management at scale.

When a Datadog monitor recovers and returns to a healthy state, ZigiOps can automatically update or close the associated Remedy incident, preventing the accumulation of stale open tickets in the ITSM backlog. This closed-loop approach keeps Remedy's incident queue aligned with real operational conditions and reduces the administrative overhead of manual incident closure by IT operations staff. Teams benefit from a self-managing incident lifecycle that reflects actual system health rather than the last manually recorded status.

ZigiOps bridges the gap between Datadog's real-time monitoring capabilities and BMC Remedy's structured ITSM workflows by automatically creating Remedy incidents when Datadog monitors trigger alerts. All relevant monitoring data, including alert name, severity, affected service, and time of detection, is mapped to the appropriate Remedy fields without any manual effort. This automated pipeline ensures that infrastructure and application issues enter the formal ITSM process immediately, reducing response delays and maintaining a consistent incident record for SLA tracking and reporting.