Deployment use cases

Simple deployment

This topic explains the simple deployment of BMC HR Case Management. This is a fresh installation deployment, and you want to use the features of BMC HR Case Management and BMC MyIT.

Using this deployment use case, self-service users can create HR requests based on the solutions available in the BMC HR Case Management, and HR agents can work on the cases created in BMC HR Case Management based on the requests from self-service users.

BMC HR Case Management is always installed on the server where the BMC Remedy Action Request System server is installed. The BMC Remedy AR System Server has its own database, which is installed on a separate server (recommended). BMC Remedy Smart Reporting, BMC Remedy Mid Tier server, and BMC MyIT are installed on separate servers (recommended).

Deployment with BMC Remedy ITSM on a single server

In this type of deployment, all system components are based on one BMC Remedy Action Request System Server. 

BMC HR Case Management and BMC Remedy IT Service Management are installed together on a single BMC Remedy AR System Server. Thus, by using one BMC MyIT, self-services users can see a unified catalog of both HR and IT related services. They can search both the knowledge base and request service from the HR organization.

When BMC HR Case Management and BMC Remedy ITSM are deployed on a single BMC AR System Server, users can access BMC HR Case Management and BMC Remedy ITSM reports by using a single instance of BMC Remedy Smart Reporting.

Deployment with BMC Remedy ITSM on separate servers

You can use a single instance of BMC MyIT and connect to BMC HR Case Management, and BMC Remedy IT Service Management on two different BMC Remedy Action Request System Servers. You can use this deployment if you want to set up BMC HR Case Management in an existing stack with BMC Remedy ITSM. 

Using the same BMC MyIT instance, self-services users can see a unified catalog of both HR and IT related services. They can search both the knowledge base and request service from the HR organization.

Following factors must be considered when deploying with BMC Remedy ITSM on separate servers:

• Versions. 
  The version of BMC HR Case Management must be compatible with the versions of BMC Remedy AR System Server, BMC Remedy IT Service Management, and BMC MyIT. 
• Security.
  Separate BMC Remedy AR servers ensure that confidential data is not shared with unauthorized users.
• Data retention and archiving requirements
• Hardware requirements for deploying with BMC Remedy ITSM on separate servers
• Project complexity
• Relationship of the HR personnel with other departments

When BMC HR Case Management and BMC Remedy ITSM are deployed on separate AR System Servers:

• Each server should have its own instance of BMC Smart Reporting.

• Both applications can run on different versions of BMC Remedy AR System Server. For list of supported BMC Remedy ITSM version,  see Compatibility matrix in BMC MyIT 3.2 documentation.

Deployment with BMC MyIT Service Broker

By using the deployment with BMC MyIT Service Broker, a service broker user can create a service containing complex workflows with activities that create HR cases in BMC HR Case Management, and IT tickets (such as Incidents , Changes, Work Orders) in BMC Remedy IT Service Management. A self-service employee can request for one service that combines multiple services.

For example, one service "new employee on-boarding" can combine multiple requests to IT department (laptop, phone, internet setup and so on), and HR department (creating an account in a billing system). Thus, if a new employee is hired, there is no necessity to submit multiple requests  for different departments. An employee responsible for on-boarding new people, can create one service request by using BMC MyIT, and corresponding tickets will be created in BMC HR Case Management and BMC IT Service Management.

In this deployment use case, BMC MyIT Service Broker is an intermediary between external systems such as BMC HR Case Management and BMC Remedy ITSM, and BMC MyIT. BMC MyIT Service Broker uses REST API to communicate with BMC HR Case Management. 

BMC HR Case Management in a multitenant environment

You can build a multitenant environment with BMC HR Case Management by creating the following tenants:

• The primary tenant—can fully correspond to any of the following deployment types:
  • Deployment with BMC Remedy ITSM on a single server
  • Deployment with BMC Remedy ITSM on separate servers
  • Deployment with BMC Digital Workplace Catalog
    
    
• A secondary tenant—corresponds to the simple deployment type without BMC Digital Workplace:

Where to go from here

Installing