# Incident Lifecycle Integration

Whether your teams use Dynatrace, Datadog, Splunk, Zabbix, New Relic, OBM, or another observability platform, ZigiOps enables real-time data exchange with ITSM systems such as ServiceNow, Remedy, Freshservice, Ivanti, and more.

### What Monitoring and ITSM Systems Can I Connect?

ZigiOps supports 60+ enterprise systems. Any monitoring platform with an accessible API can be integrated with any ITSM system supported by ZigiOps.

**Monitoring and observability tools supported by ZigiOps:**

* OBM / OpsBridge
* Dynatrace
* Datadog
* Splunk Enterprise / Splunk Observability
* SolarWinds
* New Relic
* Zabbix
* Icinga
* Nagios XI
* Prometheus
* AppDynamics
* Foglight
* CA UIM
* vROps
* Amazon CloudWatch
* Azure Monitor
* Oracle Enterprise Manager
* Microsoft SCOM
* SAP Solution Manager

**ITSM platforms supported by ZigiOps:**

* ServiceNow
* Jira Service Management
* BMC Remedy / Remedyforce/ Helix
* Freshservice
* Freshdesk
* Ivanti
* Cherwell
* TOPdesk
* IFS Assyst
* Zendesk / Zendesk Sell

| Monitoring Tool (examples) | ITSM Platform (examples) | Typical Scenarios                                                               |
| -------------------------- | ------------------------ | ------------------------------------------------------------------------------- |
| Dynatrace                  | ServiceNow               | Forward Dynatrace problems to ServiceNow incidents; sync resolution status back |
| Datadog                    | Jira Service Management  | Create Jira tickets from Datadog monitors; update Datadog on ticket close       |
| Zabbix                     | Remedy                   | Convert Zabbix triggers to Remedy incidents automatically                       |
| OBM / OpsBridge            | ServiceNow               | Forward OBM events to ServiceNow incidents (direct or via Staging Table)        |
| Splunk                     | Freshservice             | Convert Splunk notable events to Freshservice tickets                           |
| New Relic                  | Ivanti                   | Forward New Relic alerts to Ivanti for ITSM handling                            |
| **Any monitoring tool**    | **Any ITSM platform**    | **Any alert type, any entity - configurable via ZigiOps**                       |

> **Note:** ZigiOps can integrate with any system that exposes a REST API, even if it is not in the pre-built template library.

### What Data Can Be Synchronized?

ZigiOps supports synchronization of standard and custom fields, alert and event data, topology information, and CMDB records between monitoring tools and ITSM platforms. Each field can be mapped independently per direction.

| Entity type        | Direction              | Examples                                | Common fields synchronized                                                               |
| ------------------ | ---------------------- | --------------------------------------- | ---------------------------------------------------------------------------------------- |
| Alerts / Events    | Monitoring - ITSM      | Dynatrace Problem - ServiceNow Incident | Node/CI, Title/Short Description, Severity/Priority, Status/State, Category, Description |
| Metrics            | Monitoring - ITSM      | Datadog Metric - ServiceNow CI metric   | Metric name, Value, Timestamp, Source, Tags                                              |
| Topology / CMDB    | Monitoring - ITSM CMDB | OBM Topology - ServiceNow CMDB          | Node name, Relationships, Attributes, CI type                                            |
| Custom alert types | Both directions        | Any monitoring entity - Any ITSM table  | All standard and custom fields supported                                                 |

### How Does the Monitoring to ITSM Integration Work?

ZigiOps acts as a secure integration layer between monitoring and ITSM systems, using their native APIs and event mechanisms to read and write data.

* No scripting or custom development required
* All configuration is done through the ZigiOps UI
* Supports polling-based, event-driven, and webhook-based synchronization
* Start from a pre-built template or build a custom integration from scratch
* Apply field mappings, severity translations, state transitions, and filters
* Does not permanently store transferred business data

ZigiOps can be deployed on-premises or used as a cloud service.

### Setup

Follow the steps below to enable a Monitoring to ITSM integration using ZigiOps.

1. Log in to your ZigiOps instance.
2. Navigate to **ZigiOps - Configurator**.
3. Load the desired integration template (or create a new one from scratch).
4. Select the corresponding **Integrated Systems**.
5. Click **Save** to continue.
6. Enable the integration using the **slider button** located in the middle section of the screen.

Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.

### Frequently Asked Questions

<details>

<summary>Do I need coding or API skills to set up a custom integration?</summary>

No. All configuration is handled through the ZigiOps UI. No scripting or API expertise is required.

</details>

<details>

<summary>Can I integrate systems that do not appear in the pre-built template library?</summary>

Yes. ZigiOps allows you to create integrations from scratch for any system with an accessible API.

</details>

<details>

<summary>Is bi-directional synchronization supported?</summary>

Yes. All integration types support bi-directional data flow, configurable per field.

</details>

<details>

<summary>How does ZigiOps prevent update loops?</summary>

ZigiOps uses correlation IDs and internal deduplication logic to prevent circular updates between systems.

</details>

<details>

<summary>Can I apply conditions and filters to control which records are synchronized?</summary>

Yes. Conditions, filters, and transformations can be applied at the field, record, or workflow level.

</details>

<details>

<summary>Does ZigiOps store transferred business data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>


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