Support GroupsBusiness Users

End-Users

- Targeted Notifications- Escalations- Automated conference bridging- Subscriptions Notifications (FYI)- Mobility

Inc

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Ma

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me

nt

Pro

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Ma

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me

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As

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Ch

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Ma

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ITSM Applications (Systems)

AR Approval Server

AR Assignment

Engine

AR Flashboards

Server

AR Email Engine

AR System Server

Components

CMDB

Reconciliation

Engine

Normalization

Engine

Atrium

SubSystemsITSM Foundation

Definitive Media

Library

Task Management

System

Cost Management

System

AR System Server

SubSystems

AR System ServerWorkflow, Permissions, Database Abstraction

Remedy

Developer Studio

AR System

C APIAR System

C API

AR System

Java API

End User /

Developer

Notification Engine

Remedy ClientsUsers, Administrators, Developers

Email Engine

AR System

C API

AlarmPoint

Java API

Web

Services

CMDB ProvidersOne-time Data Sources

Se

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e L

ev

el

Ma

na

ge

me

nt

Web Browser

Common Automation

Interface (CAI)

Ala

rmP

oin

t E

nte

rpri

se

HP Openview

(OVO)

Microsoft

Exchange

Server 2003

EMAIL

Voice

APMG(Mobile

Gateway)

BES(Blackberry

Enterprise

Server)

Outgoing email sent via SMTP

Incoming email templates via MAPI

AP Add Action

/ enriched messages

Sync Support Groups

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e R

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(SR

M)

Kn

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Ma

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me

nt

Microsoft Systems

Center Operations

Manager

MOM/

SCOM 2007

Ticket creationSeamless

Technologies or

OPEN SOURCE

SCOM to Remedy

SD Integration

Read SCOM alerts

Notify SCOM

Remedy

Java API

Microsoft System

Center Configuration

Manager 2007

SCCM 2007

Seamless

Technologies or

OPEN SOURCE

SMS to Remedy

CMDB Integration

Seamless

Technologies or

OPEN SOURCE

SCOM to Remedy

CMDB Integration

Mapping and Reconciliation of SCOM Class to

Cis and relationship in Atrium CMDB AR System

Java API

Unified

Management

Platform

BIGFIX

Enterprise Suite

Atrium Integration

Engine

PagerAR System

Pager

Executable

CA Unicenter

Solar Winds

eBonding

AIE

Exchanges

NCAP

EAMS

EATS

LMS

TelTrac

Part 2: CMDB Integration

hp OpenView

smart plug-ins

(B7480AA)

Automatic Ticket CreationIncident and Change Management

User

Authentication

AR System

Plug-in

(AREA)

AR System

C API

eAuth(People Credentials)

Foundation

CSV Load

Templates

Ne

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ata

Up

da

tes to

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g d

ata

Da

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d C

on

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le

Da

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rd

Data Mgt Tool

OIP(Locations/Site/Office)

EIMS(People Master Account)

Microsoft

Active Directory

AD(Email)

Company

Organization/

Department

Financials

(Cost Center)

Product

Categorization

Foundation Data

Operational

Categorization

FDR(Foundation Data Repository)

*New

New/Update User

create

Remedy

login id

New/Update User

Update email /

validate phone

Updates

Adds

Foundation

XLS Load

Templates

New Locations

DSO Staging Forms

Distrubuted

Server Option

Server Name

RPC Program Number

Port

Password

DSO Transfer OUT

DSO Transfer IN

NITC Instance(AR System Server)

User Account Management(People / Location Information)

HP OpenView

API

AR System

C API

Hypertext Transfer

Protocol/Secure

(HTTP/HTTPS)

RPC(Remote procedure

calls)

Remedy

User Tool(thick client)

AR System

Mid-Tier (Web)

RPC(Remote procedure

calls)

RPC(Remote procedure

calls)

HTTP /

HTTPS

Notification

NTIA

Mapping Incident ID

Web

ServicesAP Agent updates Incident

Responses from recipients

Notification /

Escalation

Notification /

Escalation

Notification /

Escalation

Notification /

Escalation

Tic

ke

t cre

atio

n

Event enrichment

updates

Event

enrichment update

Sync

CMDB Providers (Discovery Sources)Perpetual Data Sources

BridgeTrack

BMC REMEDY IT Service Management (ITSM) v7 INTEGRATION ARCHITECTURE

This diagram describes the integrations required to

support the USDA/OCIO ITS BMC Remedy IT

Service Management (ITSM) v7 environment. This

diagram does not include installation, configuration,

administration or deployment information.

10/01/09Page 1 of 1 RLB

ITSMv7 Interface Diagram 1.0

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.

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

- using this abstraction layer allows developers to quickly build enhanced applications for the web.

Web Services

- This integration technology (XML, WSDL, UDDI and SOAP) allows for the development of applications without programming.

- use the set fields workflow action and a web services object to “consume” third-party web services in AR System applications.

-use the AR System to create and “publish” a web services object.

- Supports HTTPS for secure communication over the Internet and Remedy Encryption for security between the web server and the AR System

AREA Plug-Ins

(AR System External Authentication)

BMC Remedy provides a special API that allows user logins to be validated using external processes, such as LDAP, Kerberos, or others. This API is called the AR System External Authentication (AREA) API.

Filter API Plug-Ins The filter API enables you to use filters to permit other applications to make calls back into AR System.

ARDBC Plug-Ins

(AR System Database Connectivity)

- AR System Database Connectivity enables you to access and manipulate data that is not stored in AR System. Using the ARDBC API, you can create plug-ins used by AR System server to manage data. These plug-ins are loaded at run time and implement calls that are analogous to the set, get, create, delete, and get-list API calls for entries in a form.

Vendor Forms Vendor forms allow AR System to present data from external sources as entries in an AR System form. Vendor forms require you to have an ARDBC plug-in installed and configured.

View Forms View forms allow direct read-and-write access to data in database tables that are not owned by AR System. This allows direct access to these tables, as if they were owned by AR System, without programming, database replication, or synchronization.

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

Command Line Interface (CLI)

A Command Line Interface (CLI) is available with most AR System clients. This enables a client to be started and passed a set of parameters so that either it is in a specific state and displays information or it completes a process and exits with no user interface displayed.

Running External Applications

(Run Process)

One of the actions available in AR System workflow is the Run Process action. AR System can use the command line interfaces of other applications to start those applications and pass them initial data. In some cases, the third-party application is simply started, while in others AR System waits for a response.

XML Import and Export

AR System can export and import object definitions in XML. AR System clients can convert AR System objects to XML and vice versa without making calls to the AR System server. When the server exports the file in XML format, it adds a header required to make it a valid XML document. This same header is required for the server to import an XML file correctly. Otherwise, the file is assumed to be in the standard AR System definition format.

OLE Automation

- Remedy User Tool can be controlled via OLE

* supports client side actions (opening forms, creating entries, populating fields, running guides

- not designed as a high-volume or multi-threaded integration point

- Remedy User tool can use OLE objects

* send and receive data via OLE Automation actions in Active Links

* OLE objects must be on user’s local machine

* Persistence and event processing are not supported.

* OLE calls that use Variant arrays are not supported.

View Fields

- Acts as a browser window embedded in an AR System form

- Can show web pages or data files

- URL dynamically defined via Set Fields actions

- Supported on both Remedy User and AR System Mid-Tier

- No direct client-side return path, so return data must be sent via another integration method

JavaScript

- AR System Mid-Tier forms can be accessed via JavaScript (read/write data fields, trigger workflow)

- Not available on Remedy User client

- Not officially supported by BMC

.NET + COM API

- Provides most commonly needed functions of the AR System server-

- allows easy integration with Microsoft’s .NET languages and applications that support COM objects

- Built on top of the AR System C API

Integration Methods