BMC REMEDY IT Service Management (ITSM) v7 INTEGRATION ARCHITECTURE

This diagram describes the integrations required to

support the Fannie Mae BMC Remedy IT Service

Management (ITSM) v7 environment. This diagram

does not include installation, configuration,

administration or deployment information.

02/10/09Page 1 of 1 RLB

ITSMv7 Interface Diagram 6.0

Integration List

Oracle 10g 10.2.0.4.0

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LDAP User Authentication

Sun One

Directory Server 5.2

ITSM Applications (Systems)

.

AR Approval Server

AR Assignment

Engine

AR Flashboards

Server

AR Email Engine

AR System Server

Components

CMDB

Reconciliation

Engine

Atrium Integration

Engine

Atrium

SubSystemsITSM Foundation

Definitive Software

Library

Task Management

System

Cost Management

System

AR System Server

SubSystems

AR System ServerWorkflow, Permissions, Database Abstraction

AR System Database

SQL

R/AM

Vendor Form

External Customer

Information

eFanniemae.com

Surveys

(Incident Management)

HOSS Reporting

(Part 3)

MyUsage

Services Online (SOL)

Apropos

(Part 3)

Remedy ARS

User Tool

AR System

C API

Remedy

Administrator Tool

AR System

C API

Remedy

Developer Plus

AR System

C API

End User / Developer

Notification Engine

Part 1: Ticket Creation

Part 2: Ticket Status Update

Tele-Alert

(Paging)

Microsoft Exchange

Server 2003

General Reporting

Users

Netcool

Data ConsumersReporting, Queries and Data Extracts

Data ProvidersFoundation and Support Data

Paging via Remedy Notification Engine

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Remedy ClientsUsers, Administrators, Developers

AR System

C API

AR System

C API

Remedy

Java API

Remedy

Macros

Client side

$PROCESS$

commands

Automated

Password Reset

(Courion)

1

Knowledge Center

(ATG)

2

Remedy

Java API

eSupport

3

- displays the history of the

customer’s Incident tickets

submitted within the last 45 days.

- Incident ticket is created for each web

chat interaction initiated on eSupport

4

- displays the history of a customer’s last five incident tickets

- Incident ticket is created for

each web chat interaction

initiated on eFannieMae.com

Apropos (part 1)

5

Remedy

Macros

- Opens a new Incident ticket and pre-populate

fields when associated passed in as parameters.

Apropos (part 2)

12

11

B. Call Processing

Ability to retrieve Incident tickets

using Transact-SQL statements

Oracle SQL

ODBC

A. Self-Service History

B. Web ChatB. Web Chat

A. Screen Pops

A. Self-Service History

Remedy

Java API

- Creates a new Incident ticket and store up to 20 attachements associated with an

incoming email, fax via the work info records.

B. Email, Fax Integration (HR Service Center, CIC, PCTS & ETR SUPP)

6

Custom Interface Form

7

Interfaces NOT Defined

CMDB ProvidersConfiguration Items

CMDB ConsumersConfiguration Items

Enterprise Mgt

& Monitoring

ARDBC

ODBC

AR System

Plug-In

(ARDBC/

AREA)

A. New / Update User

B. LDAP Authentication

SFAUT Change Request

8

9

AR System

C API

Paging Online

.

Tripwire

10

14

13

15

16

17

20

18

19

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AR System

Mid-Tier

AR System

Java API

HTTP /

HTTPS

Web Browser Ref Num Integration / Interface Name Integration Method Target ARS Component

Production Acceptance Development Pre-Development

1 Automated Password Reset (Courion) C API Incident Mgt x x

2 Knowledge Center (ATG) Client side $PROCESS$ Incident Mgt x x

3 eSupport Java API / Macros Incident Mgt x x

4 eFannieMae.com Java API / Macros Incident Mgt x x

5 Apropos (part 1) Java API / Macros Incident Mgt x x

6 Netcool C API Incident Mgt x x

7 MS Exchange 2003 C API Email / Notification Engine x

8 SFAUT Change Request C API Change Mgt x x

9 Sun One Directory Server 5.2 (LDAP) ARDBC Plugin ITSM Foundation x x x

10 EM&M CI Data Extract Atrium Integration Engine (AIE) CMDB x

11 R/AM (External Customer Info) Oracle SQL ODBC AR System Database x x

12 Apropos (part 2) Oracle SQL ODBC AR System Database x x

13 Surveys (Incident Mgt) ARDBC ODBC AR System Database x

14 Hoss Reporting Oracle SQL ODBC AR System Database x

15 MyUsage Oracle SQL ODBC AR System Database x

16 Services Online (SOL) Oracle SQL ODBC AR System Database x

17 Apropos (part 3) Oracle SQL ODBC AR System Database x

18 Paging Online Oracle SQL ODBC AR System Database x

19 Tripwire Oracle SQL ODBC AR System Database x

20 General Reporting Users Oracle SQL ODBC AR System Database x

Environment Availability

Common Automation

Interface (CAI)

Integration Definition

An integration is defined as an

automated communication between a

Remedy form or Remedy Application and

an external data source/repository.

Integration Assumptions

1. Does not adversely impact the process flow of

the core application.

2. Initial and sustainable business value to a large

segment of the user base.

3. Function cannot be achieved within the

application framework.

4. Automated – Human intervention not required

for normal operation.

5. Critical to the functioning of the applications or

the business service.

6. Real time or near real time transactions

accommodated, batch jobs are to be avoided.

7. All consumer integrations require a business

service owner.

Integration Methods

AR System C API

- fastest method to push and pull data while still maintaining data security and workflow - encapsulates RPC communication protocols - fully open and documented in the C API Guide

AR System Java API - Not pure Java, as it is built on top of the AR System C API - fully open and documented in javadoc in ardoc62.jar - primarily used by the AR System Mid-Tier

Web Services

- Allows the AR System to interact with other applications using standard XML/HTTP mechanisms - Publish any System form as a web service - Consume external web services with AR System workflow - Supports HTTPS for secure communication over the Internet and Remedy Encryption for security between the web server and the AR System

AR System Plug-Ins

- AREA Plug-Ins (AR System External Authentication) *allows user authentication from external repositories such as LDAP or single sign-on systems - Filter Plug-Ins *used by set fields actions in filters and escalations - ARDBC Plug-Ins (AR System Database Connectivity) *create a vendor form from an ARDBC source with views and workflow *available for LDAP, MS SQL Server, Oracle, DB2, SAP

View Forms

- Access external data using AR System forms with views and workflow - Data tables can be on a separate server and database, but must be accessible through the database used by the AR System server. - Tables must contain non-null, unique ID fields

Atrium Integration Engine (AIE)

- fully configurable scheduling for batch or on-demand transfers - preferred method for populating the Atrium CMDB - fast, flexible mapping between data sources

SQL Database Access

- Execute Direct SQL statements to push data to non-AR System tables - Retrieve external data with Set Fields actions that process Select query results - Database tables can be on a separate server and database, but must be accessible through the database used by the AR System server.

ODBC Access

- Supports reporting and other read-only data access - Maintains data security and workflow - Provides user-friendly table names, column names and data formats - external joins must be done with multiple data sources

Run Process - Execute external programs on the client or server - Pass data from AR system fields as command line arguments - retrieve data from external process in a set fields action