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This space contains information about the BMC Mobility for Remedy ITSM 8.1.00 release, which is part of the BMC Remedy IT Service Management Suite 8.1.00 release.

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About BMC Mobility for Remedy ITSM

BMC Mobility for Remedy ITSM is a mobile application suite optimized for hand-held devices that enables field technicians, managers, end users, and executives to access, modify, and act on the latest data, anywhere and anytime. It gives employees and customers a mobile self-service portal to report incidents, request services, and approve, reject, hold, and reassign approvals. With BMC Mobility for Remedy ITSM, costs are cut by deflecting help desk calls through self service, business risk is limited by ensuring tighter change controls, and customer satisfaction is improved by increasing staff productivity.

11 Comments

  1. Hello,

    I am a BMC employee, and an architect in the STG, and had a question regarding the user roles prescribed by BMC Mobility. There is a role which says 'Tenant Admin', this kind of has caused some confusion in my mind. I have been going through the technical architecture of BMC Mobility, and from the arch. diagrams, it looks like Mobility server is deployed along with AR Server/ Mid Tier, and reflects very much an on-premise kind of configuration. In that context, what do you mean by a 'Tenant Admin'? Or, is my premise of on-premise deployment totally wrong, and Mobility is indeed an RoD offering with multi-tenant support?

    1. This is an optional role, for multi tenant environment (ROD). In case of On-Prem you do not need this role

  2. Section 6.2.2 elaborates on communication between Mobility Server (MS), and AR Server (AS). 2 modes of communication are mentioned - Remedy API, and Web Services. When is each one of these used? What are the performance implications when one against another?

    1. Communicaiton between Mobility and AR is via AR API's.

      For notification from Remedy to Mobility its via the web services

  3. The Deployment Architecture diagram shows 2 Firewalls, one that filters incoming requests from the internet (external or DMZ level) and the other that tunnels the outgoing requests to the AR Server (Internal). Is there really a need for the Internal Firewall. DMZ firewall has already made sure that only trusted sources are accepted, and any untrusted sources are dropped. Once trusted, the request has alredy entered into the intranet, why the need for the second firewall between Mobility Server, and the AR Server? How big is performance degradation due to the second (internal) firewall?

    On another note, how does the external firewall (DMZ level) establish trust? - is it IP Address based, signed URL based, or anything else. (I assumed here that this firewall is actually a software firewall).

     

    1. This is planning for the worst case scenario in a customer environment, This is not the recommended model, this is mirroring some of the customer environments we have seen.

  4. Another question on the architecture. The DMZ is essentially a gateway dedicated to Mobile clients. Now that Aeroprize is BMC Mobility, why cant the Mobile Gateway be made native to the MidTier? MidTier can have the logic to distinguish user agent of incoming request to know about the source of the request. Also, the MidTier output can be JSONified to have some kind of a "One Response" for all clients.

    Having a dedicated DMZ is just increasing the admin effort, and number of Admins required to monitor servers?

    1. Mobility does not talk to Mid-Tier and needs to talk direct to AR. These are Native apps and use different API's to sync data offline.

  5. Last sub topic in section 6.2.3 indicates that Mobility is tightly coupled to an AR server? If either this server is made native to Mid Tier, or made multi-tenant in true sense to be able to connect to various AR servers, Mobility can be made a SaaS offering, which will save a lot of hardware cost?

  6. Is Data Store a logical abstraction, or is it a physical data store?

    1. Data Store is the AR/ITSM server which has your Incidents and Approvals.

      This can be the same as your Admin Server if its AR version 7604SP2 and above