Upgrading Remedy IT Service Management integrations best practices

Regarding Remedy IT Service Management integration, you must consider how the integrations are currently used and your goals for the integration. This consideration must take into account the following two major topics:

• The two types of incident ticket integrations with Remedy IT Service Management: event to ticket generation (this is not based on service models) and Intelligent Ticketing generation (this is based on service models)
• BMC ProactiveNet and Remedy IT Service Management version compatibility

In all scenarios, version compatibility must be observed and followed. The more complicated use case involves Intelligent Ticketing. The following points cover Intelligent Ticketing as an example and can also be applied to the “event to ticket” use case as well.

Integration for BMC Remedy Service Desk version 9.6 requires the BMC ProactiveNet 9.6 extensions to be installed in BMC Atrium CMDB to support the Intelligent Ticketing workflow. BMC ProactiveNet 9.6 is compatible with IT Service Management 7.6.04 SP4 (with the Intelligent Ticketing patch) and 8.1.  Versions prior to these are not supported including IT Service Management 8.0.

If your version of Remedy IT Service Management is not supported with BMC ProactiveNet 9.6, you need to upgrade IT Service Management to a supported version, or implement additional architecture to support the current version of IT Service Management that is installed. The following is an example.

Intelligent Ticketing workflow Action Request patch is not supported on IT Service Management 7.6.04 SP2. Therefore, Integration for BMC Remedy Service Desk version 9.6 does not work with IT Service Management 7.6.04 SP2. There are two options to manage this scenario:

1. Upgrade to IT Service Management 7.6.04 SP4 and apply the latest hot fixes. This provides and supports the Intelligent Ticketing workflow and improves the performance improvements of the service model publication.
2. Architect the implementation such that BMC ProactiveNet 9.6 works with IT Service Management 7.6.04 SP2:

1. 
   
   1. Install Integration for BMC Remedy Service Desk 9.0 and a BMC ProactiveNet 9.0 event management cell to interact with IT Service Management 7.6.04 SP2. IT Service Management continues to use the BMC ProactiveNet 9.0 extensions.
   2. Configure BMC ProactiveNet 9.6 to propagate events to the BMC ProactiveNet 9.0 cell that supports Integration for BMC Remedy Service Desk 9.0.
   3. Publish service models directly to BMC ProactiveNet 9.6 from Atrium CMDB 7.6.04 SP2 with the BMC ProactiveNet 9.0 extensions installed. BMC has successfully tested this scenario.