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)
• Infrastructure Management 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 Infrastructure Management 9.6 extensions to be installed in BMC Atrium CMDB to support the Intelligent Ticketing workflow. Infrastructure Management 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 Infrastructure Management 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 Infrastructure Management 9.6 works with IT Service Management 7.6.04 SP2:

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