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  This documentation supports the 20.02 version of BMC CMDB.To view an earlier version, select the version from the Product version menu.

Setting up service context to share business service CI information with other applications

Within companies, different departments maintain and track different aspects of the business. For example, one department might be responsible for incident management, and another might handle service requests for providing access to all business applications within the company. However, people working in the IT service request department might not have access to incident management information. Without correct information about services and service owners, the different departments might find it challenging to determine the health of a particular business service or the negative impact on the overall business if the service is out of order.

Related topics

Service-Context-configuration-settings

Service-Context-plug-in

Troubleshooting-the-Service-Context-plug-in

Configuring authentication for BMC Atrium Service Context

User-roles-and-features

Key concepts: Service Context


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BMC Atrium Service Context enables you to easily view critical information about a business service and its performance. This information, such as related incidents, changes, and configuration items, is displayed in a summarized format that employees across your organization can access.

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BMC Atrium Service Context architecture

BMC Atrium Service Context is installed as an adapter (or plug-in) with BMC CMDB, as shown in the following figure. This adapter collects attributes and data from compatible BMC applications by using web services published by these applications in a web services registry. 

Attributes are collected from various BMC applications appear in the Service Context Administration window. In this window, the attributes can be configured for display in the Service Context Summary window. The Service Context adapter contains its own cache that helps to manage the flow of attributes and data to the user interface. 

The Service Context adapter cache accesses attributes and related data as an internal Service Context user. This user can be any Remedy Action Request System user with administrator permissions and a fixed license. 

When you install a BMC application or suite, you can provide information needed by BMC Atrium Service Context. In this case, the installer program registers the web service and configures the BMC Atrium Service Context user for you. You can also perform these steps after installation. For more information, see Service-Context-for-BMC-Remedy-ITSM-applications or the online documentation for your BMC application, located at http://docs.bmc.com. 

Diagram showing the Service Context architecture

BMC Atrium Service Context components

The following components are required for BMC Atrium Service Context to function. Service context architecture shows the relationships among these components.

Note

To start using the BMC Atrium Service Context in CMDB Explorer you must first configure the Remedy Mid Tier and Remedy AR System server configuration steps. Also, for BMC Atrium Service Context to behave as expected in BMC applications, you must complete the setup process required for these applications.


Process for service context

The following table lists the required process, in the order they must be completed:



Process to enable BMC Atrium Service Context in Remedy ITSM suite applications

Perform the following tasks to enable BMC Atrium Service Context in the Remedy ITSM suite applications, BMC Service Level Management applications, and BMC Service Request Management applications:

Task

For more information, see...

Set up BMC CMDB components required by BMC Atrium Service Context.
Note: You can ignore this step if the Remedy AR System server is already configured in the Remedy Mid Tier.

Register web services.

Set up a user with administrative permissions identified with BMC Atrium Service Context.

Set up users who access the Service Context Summary window in Remedy IT Service Management suite and have the correct permissions.

In the context of BRemedy IT Service Management suite, the BMC Atrium Service Context permissions are rolled up in the Remedy Asset Management permissions.

Configure the BMC Atrium Service Context to display the information you want.

Troubleshooting the BMC Atrium Service Context plug-ins.

If you have problems configuring BMC Atrium Service Context, see Troubleshooting-the-Service-Context-plug-in

BMC Atrium Service Context permissions

To configure and use BMC Atrium Service Context, you must have the appropriate assigned permission roles.

For more information about assigning BMC CMDB permissions, see BMC-Atrium-Core-permission-roles-within-applications.


BMC Atrium Service Context permission roles

Applications that interact with BMC Atrium Service Context

BMC applications provide data to BMC Atrium Service Context, and also enable users to launch the Service Context Summary window. These applications include:

  • Remedy IT Service Management suite (Remedy ITSM suite), including:
    • Remedy Asset Management
    • Remedy Change Management
    • Remedy Service Desk
    • BMC Service Request Management
    • BMC Service Level Management
  • BMC Server Automation

Important

To use BMC Atrium Service Context with BMC applications, the most recent versions of these applications must be installed. For more information about versions, see http://www.bmc.com/support/product-availability-compatibility.

For more information about the data provided by each application or suite, see Attributes that are displayed in BMC Atrium Service Context.