BMC Helix ITSM design standards
This section describes different design approaches that experienced administrators, workflow developers, and consultants can use to extend and customize the behavior of your BMC Helix ITSM applications. For detailed guidelines, see Customizing BMC Helix ITSM.
Before you consider making customizations, ensure that you are making maximum use of the configuration capabilities provided by the BMC Helix ITSM applications. To learn more about the configuration capabilities in BMC Helix ITSM, see Setting up and going live.
You should be familiar with the following information when you are designing customizations:
- Extensibility
- Code reuse
- BMC Remedy AR System platform leverage
- Server and client performance
- Internationalization support
- Business logic objects
- User interface objects
- Message IDs
- Flashboards data
- Reports data
- Naming applications
- Workflow coding style
For detailed information, see Customization designs.
Avoiding latency issues by using service calls
When you are making customizations, ensure that your changes do not affect the overall response time of clients that are interacting with the system. Any workflow on a client that gathers information should pull that data from the server in the least number of calls possible. If your workflow is designed to make multiple calls from the Mid Tier to the BMC AR System server, and back, response time issues might occur due to the latency.
To reduce the number of calls to the AR System server, you can use AR System server service calls. In a service call, the active link workflow makes a single call to the BMC AR System server. That single call causes a form to start a filter workflow that gathers the necessary information and pulls it back to the client.