03 May 2016 blogs Klaas Hulder 5 min read
We recently released Live Maps v8 which includes another ITSM system integration. Besides integrating with System Center Service Manager and ServiceNow, customers can now synchronize the business services they have created with Live Maps with the BMC Remedy CMDB. This new integration comes as a result of our customers’ feedback, who requested a solution like we have for ServiceNow and SCSM but for BMC Remedy.
In this blog article we will walk you through what this integration looks like and how the data from Live Maps can be used in BMC Remedy.
Business Service Model view in BMC Remedy
Before I can explain our solution I need to describe how BMC has architected their ITSM solution, called BMC Remedy.
BMC Remedy ITSM architecture
The BMC Remedy ITSM system is a layer of multiple components. First you have a database server holding the AR System database (Action Request System). On top of that there is a server tier running the AR System server. All of this can be accessed through the MID tier. On top of this AR System we need their CMDB solution called BMC Atrium, and finally there is the BMC Remedy ITSM Suite.
BMC Remedy uses Atrium for its CMDB and our Live Maps integration is on CMDB level, so we basically created an integration with BMC Atrium. Like we do with the ServiceNow integration, our solution can create business services including the configuration items those business services depend on in BMC Atrium. After the information is in BMC Atrium, it can be used in BMC Remedy on several forms.
Atrium is a very mature CMDB solution and can be tailored to meet the requirements of every organization. Because of this we need a flexible way of mapping data in SCOM to the data model in Atrium. For this we use the same solution as we do for the ServiceNow integration (see Object and Field Mappings for details).
This integration is implemented as a Windows Service. This service reads its settings from a configuration file and will synchronize Live Maps Service including their related configuration items with a BMC Atrium CMDB.
At the moment we support one connector type to get the data into BMC Atrium. The REST API which is available since BMC Remedy 9.0. In BMC Remedy, this REST API is implemented using a Jetty service. Here are the details on how to enable this service. Do you have an earlier version of BMC Remedy? Please contact us if you do and want to use our solution. It is not hard to create a CSV file connector type that can be used in combination with BMC Atrium Integrator for those with a BMC Remedy version before 9.0.
The following settings are used:
Apart from the obvious settings like connection details for SCOM and BMC Remedy, the sync frequency and service selection, you can also see that the administrator can choose the target data set. It is a bad practice to write directly to the BMC.ASSET (production) data set. By default the BMC.ASSET.SANDBOX data set is synchronized to the production dataset once a day. But the customer can also decide to create a dedicated data set with its own reconciliation job.
The other two settings that you need to pay attention to are ‘Create CI’s if none exist’ and ‘Create known CI’s only’. When the ‘Create CI’s if none exist’ is checked the integration service will create a new CI in BMC Remedy if it can’t find it in the Atrium system. The ‘Create known CI’s only’ checkbox controls if a CI is also created when there is no mapping defined for that CI in the mapping table. If this checkbox is checked and there is no mapping a generic configuration item will be created.
How can you use the information from Live Maps in BMC Remedy?
The Business Services and the configuration items those services depend on can be used in the Incident Management, Change Management and Asset Management processes.
For a new change request or incident, the user can choose a CI and or Business Service that is impacted. With the dependencies from Live Maps the BMC Remedy user can easily look up the impacted business service when only the CI is known.
If you were looking forward to this feature, you can access it by downloading Live Maps V8.1, which is now available. If you are not a customer yet, but would like to know more about this feature, you can request a free trial key to try it in your own environment.
With Live Maps and its new features, you can do so much more when using SCOM. If you still don’t have Live Maps, then try it out now.
Lead Developer- Savision
Klaas is Savision’s first employee. He has been working for Savision since it was founded by Dennis Rietvink and Douwe van de Voort in late 2006. At the moment he is leading the development team responsible for the development of Live Maps. He has over 17 years of software development experience working for banks, utility and telecom companies at EDS.
Klaas studied Information and Communication Technology in the Netherlands.