Overview

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, a leading MSP, 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, our client's 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

Our MSP client 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, the MSP demonstrates its commitment to delivering exceptional IT services and fostering client satisfaction.

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"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."

Senior Account Manager

Use Case: MSP Integration of ServiceNow with Client's ITSM Systems

Background: The Managed Service Provider (MSP), 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 client, relying on FreshService and RemedyForce for their ITSM needs, requires 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: The MSP grapples with laborious manual processes for transferring incident data between ServiceNow and the client's 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: Recognizing the need for a secure and reliable partner to execute the integration seamlessly, the MSP 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 provided the perfect solution for connecting ServiceNow with FreshService and RemedyForce.

Execution

1. 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.

2. 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.

3. 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.

4. 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.

Benefits of ZigiOps

• Expertise in Multi-System Integration: ZigiOps' proficiency in integrating multiple systems with diverse functionalities ensured a seamless and efficient integration process tailored to the MSP's needs.
• Robust Security Measures: ZigiOps implemented robust security measures to safeguard the transfer of sensitive information between systems, alleviating security concerns and ensuring data integrity.
• Real-time Synchronization: ZigiOps enabled real-time synchronization of incident details and updates across ServiceNow, FreshService, and RemedyForce, enhancing operational efficiency, and fostering client satisfaction by delivering prompt and reliable IT services.

In conclusion, ZigiOps proved to be the ideal partner for the MSP in executing the integration seamlessly, overcoming challenges, and delivering exceptional results. The integration of ServiceNow with the client's ITSM systems not only streamlined incident management but also demonstrated our MSP client’s commitment to providing innovative and reliable IT solutions to its clients, thereby solidifying its position as a trusted industry leader.

Book your ZigiOps demo if you need to integrate your IT systems in minutes and without additional coding.

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