Integration for BMC Remedy Service Desk overview

This section describes the functionality of the Integration for BMC Remedy Service Desk component and how it works in the cell environment to integrate with BMC Remedy Service Desk.

This integration enables Infrastructure Management to create incidents in BMC Remedy Service Desk based on events or service model components in the cell. It adds business context to incidents by enabling bidirectional flow of information between the cell and BMC Remedy Service Desk..

Components of Integration for BMC Remedy Service Desk

The components of Integration for BMC Remedy Service Desk are as follows:

cell
Integration for BMC Remedy Service Desk Integration Service
BMC Remedy Service Desk

Role of the cell

The cell collects events received from sources such as applications, databases, and networks. It processes these events based on user-defined impact rules from the Knowledge Base (KB) and, for service models, tries to associate the received events with components in the service model.

Role of Integration for BMC Remedy Service Desk Integration Service

The Integration for BMC Remedy Service Desk Integration Service component functions as a gateway between the cell and BMC Remedy Service Desk. The integration service applies attribute mappings to convert data received from the cell to a format suitable for processing by the BMC Remedy Service Desk workflow. Slots of an event are mapped to fields on the INT:Staging form on BMC Remedy Service Desk.

Role of BMC Remedy Service Desk

The BMC Remedy Service Desk workflow logic processes the information written to the INT:Staging form to create or update incidents added by Integration for BMC Remedy Service Desk. For each incident that is created or updated in the BMC Remedy Service Desk, an Incident Info event is created in the cell.

BMC Remedy Service Desk also provides the interface to customize attribute mappings and define service-centric policies. These attribute mappings can be defined based on the company name. With customized attribute mappings for the cell, you can map cell event priority to BMC Remedy Service Desk incident urgency and map cell event status and severity to incident impact. These mappings ultimately drive the priority of the incident.

For more information about Integration for BMC Remedy Service Desk, see the following topics:

Features of Integration for BMC Remedy Service Desk

Integration for BMC Remedy Service Desk offers the following features:

Creates incidents for causal events in BMC Remedy Service Desk
Automatically creates incidents in BMC Remedy Service Desk when a business service is affected
Links incidents to CIs
Using retry processing, sends events when incident creation fails
Provides a CI-centric, or service-oriented, interface for definition of incident policies
Supports cross-launch from the operator console to BMC Remedy Service Desk to view all the incidents associated with a component
Displays event and component incident errors under Incident Errors in the Operations Console
Supports cross-launch from BMC Remedy Service Desk to the cell to view the service impact of an incident
Provides manual load balancing and a failover mechanism when multiple instances of Integration for BMC Remedy Service Desk are employed
Enables automatic association of incidents with specific companies