Case Study: Metrolinx achieves faster incident resolution with ZigiOps OBM-ServiceNow integration

Metrolinx cuts manual ticket creation by 80% with ZigiWave

Metrolinx, a government agency managing public transit in the Greater Toronto and Hamilton Area, faced a critical challenge with its IT operations. Their monitoring platform, Operations Bridge Manager (OBM), and their service management platform, ServiceNow, were completely disconnected. This siloed environment led to manual ticket creation, inconsistent responses, and a lack of visibility, slowing down incident resolution. They needed to integrate these systems and turned to ZigiWave's ZigiOps integration platform for a solution.

ZigiOps implemented a seamless, bi-directional integration between OBM and ServiceNow. The solution automated the creation of ServiceNow incidents from OBM events and synced updates from ServiceNow back to OBM. This provided full visibility and closed the feedback loop for operators. The results were significant, including an 80% reduction in manual ticket creation and a 90% decrease in Mean Time to Resolution (MTTR), greatly improving operational efficiency and service reliability for Metrolinx.

Metrolinx