BMC Remedy ITSM Change Management example integration scenario

The IT department at Calbro Services uses several scripts to execute a series of simple tasks. They now want to automate the execution of these scripts in a change-controlled manner. The Calbro Services IT department has access to the BMC Atrium Orchestrator and BMC Remedy IT Service Management (ITSM) products.

Out of the box, BMC Remedy ITSM Change Management can create change requests with associated Task Management System (TMS) tasks. The associated tasks represent the work to be performed by BMC Atrium Orchestrator workflows. The workflows require the name of the script to be executed and its input parameters.

As shown in the following illustration, the user executes a script to submit a service request. When this request is submitted, a change request is created. When the change request is approved in BMC Remedy ITSM, a corresponding BMC Atrium Orchestrator workflow is triggered to perform the work defined in the associated TMS:Task. The workflow then executes the script to complete the change request and close the service request.

Integration requirements

The implementation for this example integration will be invoked by a service request portal application to execute a task in the form of a script, and must perform the following tasks:

1. Create a change request and task with the name of the script and its parameters included in the task.
2. Capture the alert generated by the change approval.
3. Execute the task script.

Integration type

This is a service-oriented integration because it:

• Is invoked in an ordered manner
  
  A single invocation point is the workflow called by the service request portal application.
• Creates change and task combinations to execute the request
  
  The BMC Remedy Action Request System (AR System) actor adapter is used here. Adding more tasks to the change request adds new functionality to the solution because the execute script workflow executes any script pointed to by the information in the task.
• Records the request for change in the management system
• Ultimately executes the request by executing the script

Integration points

This example integration has the following integration points:

• BMC Atrium Orchestrator Development Studio application
  
  The service request portal application invokes the workflow and passes the task to be executed. You can use any service request portal.
• BMC Atrium Orchestrator Change Management and Task Management modules
  
  Create a change request and task using these modules.
• BMC Remedy AR System actor adapter
  
  The actor adapter creates the change and task.
• BMC Remedy AR System monitor adapter
  
  The monitor adapter capture the Remedy alert, which signals that the change request has been approved.
• BMC Atrium Orchestrator CLI adapter
  
  This adapter executes the task.

Implementation design

The example integration contains workflows defined to service each integration point.

1. You design the first workflow to be invoked by the service request portal application.
2. The service request portal application then uses a SOAP request to invoke this workflow from the BMC Atrium Orchestrator ORCA web service interface.
3. This workflow, when invoked, accepts the input parameters that consist of data about which script to execute.

The BMC Atrium Orchestrator Operations Actions Management modules are used along with the actor adapter for BMC Remedy AR System to create the change and task. A workflow to capture the alert generated will use the information in the task to call a workflow to execute the script.

Where to go from here

To implement the use case, see Implementing-the-BMC-Remedy-ITSM-example-integration-example-scenario.