ZigiOps integrated Melco’s IT systems, Jira Software and ServiceNow, helping them automate processes, while also allowing them to filter out noise and unnecessary information. Our integration platform enhanced cross-team collaboration, improved operational efficiency, and helped Melco resolve issues faster than ever.
Melco (Melco Resorts & Entertainment Limited) is a Hong Kong-based developer, owner and operator of casino gaming and entertainment casino resort facilities in Asia and in Europe. It has over 21,000 employees worldwide and is listed on NASDAQ. It has facilities in Macau, the Philippines and in Cyprus.
The Melco DX (Digital Transformation) team focuses on improving the experience of both guests and team members through different digital products, such as the Melco Club app. The app automates check-in, room service, bookings and communication with staff, and enhances guests’ gaming experience. This app, together with Melco DX’s other digital initiatives, aim to create engagement, guarantee a stellar customer experience, and simplify team communication.
To support this complex software ecosystem, which is built on AWS, Melco DX is using the ServiceNow’s Service Catalog for planning, approving and tracking software enhancements and bug fixes, and Jira to forward the relevant Features and Bugs to their tech teams. They needed to connect the two tools and keep them in sync, to make sure they have full visibility into all upcoming enhancements/fixes and their status.
To connect Jira and ServiceNow, there are a few possibilities, such as:
Melco decided to go with ZigiWave’s no-code integration platform, ZigiOps, and its powerful integration for Jira and ServiceNow. This is also one of our most popular integrations that brings value to many of our customers.
Melco now manages their software ecosystem with the help of ZigiOps’ integration for Jira and ServiceNow. Let’s look at the details.
Melco’s IT ecosystem is constantly evolving, so a lot of different enhancement requests have to be considered and prioritized. When the business management team decides that a new feature should be developed and implemented, they describe the story and the logic behind it in ServiceNow’s Service Catalog, via a series of questions and check boxes.
The Catalog Requests in ServiceNow contain several fields, such as:
For each Catalog Request, Melco always has 2 separate Items:
The business item needs to be approved by the relevant people first. Once it’s approved, ZigiOps collects the technical item and logs it into Jira, creating either a Feature or a Bug. This allows the business management team to quickly and efficiently communicate with the technical team.
The integration automatically populates the Jira record with information on:
The integration platform automatically syncs records in ServiceNow and Jira bi-directionally, including priority and status data. Communication between both teams is effortless, as comments are also synchronized instantly (in both directions).
ZigiOps is a powerful and easy-to-use integration platform. It helped us connect Jira and ServiceNow effortlessly, and now we can sync tasks and incidents between the two Platforms in real time. This speeds up incident resolution, ticket management, and helps us be more efficient by reducing administrative tasks. Also, ZigiOps’ team is fantastic! They’re a pleasure to work with, responded quickly to feature requests and have always provided excellent support.
This integration gave Melco the possibility to:
Melco’s use case is complex and multi-layered, which has also pushed our team to constantly look for new solutions, add extra features, and make key improvements to our integration platform. This helps us develop new features and upgrades for all other integrations: we’re dedicated to always improving our product by working closely with all our clients and adapting to their needs.
Thanks to the platform’s advanced integration capabilities, ZigiOps solves Melco’s business challenge by streamlining and automating cross-team communication.
Subscribe to our newsletter:
One of our account managers will get in touch with you shortly to send all necessary installation files
Streamline collaboration between your ITSM, DevOps and Monitoring teams