Integrating

With BMC Service Resolution, you can use a web service to integrate event monitoring applications such as ProactiveNet and BMC Control-M Workload Automation with incident management applications such as BMC Remedyforce and BMC Remedy OnDemand. With the help of the web service, you can perform create, read, update, and delete (CRUD) operations on incidents and control the incident lifecycle.

You need a reliable and efficient integration between incident management and event monitoring so that incident creation and resolution proceed smoothly. You need an even more efficient integration when incident management is hosted in a Software as a Service (SaaS) environment and event monitoring is running on premises. If you are using such a hybrid setup, BMC Service Resolution provides a mechanism to integrate the applications, enabling you to seamlessly continue to create incidents and efficiently control the incident lifecycle.

The following diagram illustrates the supported integrations:

BMC Service Resolution supports the following integrations:

  • Integration with BMC Remedyforce – Support for Level 1: Event-based ticketing.
  • Integration with BMC's incident management – Support for Level 1, Level 2, and Level 3 of service resolution.
  • Integrating BMC Control-M Workload Automation with BMC's incident management – Support for Level 1: Event-based ticketing.

For more information about service resolution levels, see BMC Service Resolution levels.

Refer to the following table for instructions with respect to the goal that you want to achieve.

GoalInstructions
To integrate directly with Incident ManagementIntegrating directly with Remedy ITSM using web services
To integrate Infrastructure Management with Incident Management available on premisesIntegrating TrueSight Infrastructure Management or ProactiveNet with BMC Service Desk: Incident Management
To integrate Infrastructure Management with Incident Management available as SaaSIntegrating TrueSight Infrastructure Management or ProactiveNet with Remedy OnDemand
To integrate Infrastructure Management with BMC RemedyforceIntegrating TrueSight Infrastructure Management or ProactiveNet with BMC Remedyforce
To integrate BMC Control-M Workload Automation with Incident ManagementIntegrating BMC Control-M Workload Automation with BMC Service Desk: Incident Management
To integrate BMC Control-M Workload Automation with Infrastructure ManagementIntegrating BMC Control-M Workload Automation with ProactiveNet
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Comments

  1. Ranjith P k

    Please check if these sentences are complete?


    BMC Service Resolution supports the following integrations:

    • Integration with BMC Remedyforce – Support for Level 1: Event-based ticketing.
    • Integration with BMC's incident management – Support for 

      ,  , and   of service resolution.
    • Integrating BMC Control-M Workload Automation with BMC's incident management – Support for Level 1: Event-based ticketing.
    Jan 18, 2018 05:36
    1. Melody Locke

      Here's the corrected version. A macro is corrupting the content:

      • Integration with BMC Remedyforce – Support for Level 1: Event-based ticketing.
      • Integration with BMC's incident management – Support for Level 1, Level 2, and Level 3 of service resolution.
      • Integrating BMC Control-M with BMC's incident management – Support for Level 1: Event-based ticketing.


      Jan 18, 2018 05:53