# Shift Left (ITSM to DevOps)
Whether your teams use ServiceNow, Remedy, Freshservice, Ivanti, Cherwell, or another ITSM system, ZigiOps enables real-time, bi-directional data exchange with DevOps platforms such as Jira, Azure DevOps, GitHub, Bitbucket, Jenkins, and more.
***
## What ITSM and DevOps Systems Can I Connect?
ZigiOps supports 60+ enterprise systems. Any ITSM platform with an accessible API can be integrated with any DevOps tool supported by ZigiOps.
**ITSM platforms supported by ZigiOps:**
* ServiceNow
* BMC Remedy / Remedyforce / Helix
* Freshservice
* Freshdesk
* ConnectWise
* Ivanti
* Cherwell
* TOPdesk
* IFS Assyst
* Zendesk / Zendesk Sell
* Salesforce Service Cloud
* Microsoft Dynamics 365
**DevOps tools supported by ZigiOps:**
* Jira (Software and Service Management)
* Azure DevOps
* GitHub
* Bitbucket
| Source ITSM (examples) | Target DevOps (examples) | Typical Scenarios |
| ---------------------- | ------------------------ | ----------------------------------------------------------------------------- |
| ServiceNow | Jira | Sync incidents to Jira issues; sync Jira issues back to ServiceNow tickets |
| Remedy | Azure DevOps | Forward Remedy incidents to Azure DevOps work items; sync status updates back |
| Freshservice | GitHub | Create GitHub issues from Freshservice tickets; sync resolutions back |
| Ivanti | Jira | Forward Ivanti incidents to Jira; sync comments and status bidirectionally |
| Cherwell | Azure DevOps | Push Cherwell tickets to Azure DevOps work items |
| Any ITSM platform | Any DevOps tool | Any entity, any field, any direction — configurable via ZigiOps templates |
> **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 all standard and custom fields, status and state transitions, comments, attachments, and user assignments between ITSM and DevOps systems. Each field can be mapped independently per direction.
| Entity type | Direction | Examples | Common fields synchronized |
| ------------------- | --------------- | ------------------------------------ | ----------------------------------------------------------------------- |
| Incidents / Tickets | ITSM - DevOps | ServiceNow Incident - Jira Issue | Summary, Description, Priority, Status, Assignee, Comments, Attachments |
| Problems | ITSM - DevOps | Remedy Problem - Azure DevOps Bug | Summary, Description, Severity, Status, Owner, Work notes |
| Change Requests | ITSM - DevOps | ServiceNow Change - Jira Epic | Summary, Description, Risk, Status, Approval state, Owner |
| Custom entities | Both directions | Any ITSM form - Any DevOps work item | All standard and custom fields supported |
***
### How Does the ITSM to DevOps Integration Work?
ZigiOps acts as a secure integration layer between ITSM and DevOps systems, using their native APIs to read and write data without modifying either system.
* No scripting or custom development required
* All configuration is done through the ZigiOps UI
* Supports polling-based and event-driven (webhook) synchronization
* Start from a pre-built template or build a custom integration from scratch
* Apply field mappings, transformations, conditions, and filters per use case
* Does not permanently store transferred business data
ZigiOps can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.
***
### Setup
Follow the steps below to enable an ITSM to DevOps 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. Templates can be adjusted at any time without restarting the integration.
***
### Frequently Asked Questions (FAQ)
Do I need coding or API skills to set up a custom integration?
No. All configuration is handled through the ZigiOps UI. No scripting or API expertise is required.
Can I integrate systems that do not appear in the pre-built template library?
Yes. ZigiOps allows you to create integrations from scratch for any system with an accessible API.
Is bi-directional synchronization supported?
Yes. All integration types support bi-directional data flow, configurable per field.
How does ZigiOps prevent update loops?
ZigiOps uses correlation IDs and internal deduplication logic to prevent circular updates between systems.
Can I apply conditions and filters to control which records are synchronized?
Yes. Conditions, filters, and transformations can be applied at the field, record, or workflow level.
Does ZigiOps store transferred business data?
No. ZigiOps does not permanently store transferred business data.
***
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