Interface Diagram

1. BMC REMEDY IT Service Management (ITSM) v7 INTEGRATION ARCHITECTURE
This diagram describes the integrations required to
support the Fannie Mae BMC Remedy IT Service
Management (ITSM) v7 environment. This diagram
does not include installation, configuration,
administration or deployment information.
02/10/09Page 1 of 1 RLB
ITSMv7 Interface Diagram 6.0
Integration List
Oracle 10g 10.2.0.4.0
Incident
Management
Problem
Management
AssetManagement
Change
Management
LDAP User Authentication
Sun One
Directory Server 5.2
ITSM Applications (Systems)
.
AR Approval Server
AR Assignment
Engine
AR Flashboards
Server
AR Email Engine
AR System Server
Components
CMDB
Reconciliation
Engine
Atrium Integration
Engine
Atrium
SubSystems
ITSM Foundation
Definitive Software
Library
Task Management
System
Cost Management
System
AR System Server
SubSystems
AR System Server
Workflow, Permissions, Database Abstraction
AR System Database
SQL
R/AM
Vendor Form
External Customer
Information
eFanniemae.com
Surveys
(Incident Management)
HOSS Reporting
(Part 3)
MyUsage
Services Online (SOL)
Apropos
(Part 3)
Remedy ARS
User Tool
AR System
C API
Remedy
Administrator Tool
AR System
C API
Remedy
Developer Plus
AR System
C API
End User / Developer
Notification Engine
Part 1: Ticket Creation
Part 2: Ticket Status Update
Tele-Alert
(Paging)
Microsoft Exchange
Server 2003
General Reporting
Users
Netcool
Data Consumers
Reporting, Queries and Data Extracts
Data Providers
Foundation and Support Data
Paging via Remedy Notification Engine
PageOnly(NoRemedyTicket)
Remedy Clients
Users, Administrators, Developers
AR System
C API
AR System
C API
Remedy
Java API
Remedy
Macros
Client side
$PROCESS$
commands
Automated
Password Reset
(Courion)
1
Knowledge Center
(ATG)
2
Remedy
Java API
eSupport
3
- displays the history of the
customer’s Incident tickets
submitted within the last 45 days.
- Incident ticket is created for each web
chat interaction initiated on eSupport
4
- displays the history of a customer’s last five incident tickets
- Incident ticket is created for
each web chat interaction
initiated on eFannieMae.com
Apropos
(part 1)
5
Remedy
Macros
- Opens a new Incident ticket and pre-populate
fields when associated passed in as parameters.
Apropos
(part 2)
12
11
B. Call Processing
Ability to retrieve Incident tickets
using Transact-SQL statements
Oracle SQL
ODBC
A. Self-Service History
B. Web Chat
B. Web Chat
A. Screen Pops
A. Self-Service History
Remedy
Java API
- Creates a new Incident ticket and store up to 20 attachements associated with an
incoming email, fax via the work info records.
B. Email, Fax Integration (HR Service Center, CIC, PCTS & ETR SUPP)
6
Custom Interface Form
7
Interfaces NOT Defined
CMDB Providers
Configuration Items
CMDB Consumers
Configuration Items
Enterprise Mgt
& Monitoring
ARDBC
ODBC
AR System
Plug-In
(ARDBC/
AREA)
A. New / Update User
B. LDAP Authentication
SFAUT Change Request
8
9
AR System
C API
Paging Online
.
Tripwire
10
14
13
15
16
17
20
18
19
ServiceLevel
Management
AR System
Mid-Tier
AR System
Java API
HTTP /
HTTPS
Web Browser
Ref Num Integration / Interface Name Integration Method Target ARS Component
Production Acceptance Development Pre-Development
1 Automated Password Reset (Courion) C API Incident Mgt x x
2 Knowledge Center (ATG) Client side $PROCESS$ Incident Mgt x x
3 eSupport Java API / Macros Incident Mgt x x
4 eFannieMae.com Java API / Macros Incident Mgt x x
5 Apropos (part 1) Java API / Macros Incident Mgt x x
6 Netcool C API Incident Mgt x x
7 MS Exchange 2003 C API Email / Notification Engine x
8 SFAUT Change Request C API Change Mgt x x
9 Sun One Directory Server 5.2 (LDAP) ARDBC Plugin ITSM Foundation x x x
10 EM&M CI Data Extract Atrium Integration Engine (AIE) CMDB x
11 R/AM (External Customer Info) Oracle SQL ODBC AR System Database x x
12 Apropos (part 2) Oracle SQL ODBC AR System Database x x
13 Surveys (Incident Mgt) ARDBC ODBC AR System Database x
14 Hoss Reporting Oracle SQL ODBC AR System Database x
15 MyUsage Oracle SQL ODBC AR System Database x
16 Services Online (SOL) Oracle SQL ODBC AR System Database x
17 Apropos (part 3) Oracle SQL ODBC AR System Database x
18 Paging Online Oracle SQL ODBC AR System Database x
19 Tripwire Oracle SQL ODBC AR System Database x
20 General Reporting Users Oracle SQL ODBC AR System Database x
Environment Availability
Common Automation
Interface (CAI)
Integration Definition
An integration is defined as an
automated communication between a
Remedy form or Remedy Application and
an external data source/repository.
Integration Assumptions
1. Does not adversely impact the process flow of
the core application.
2. Initial and sustainable business value to a large
segment of the user base.
3. Function cannot be achieved within the
application framework.
4. Automated – Human intervention not required
for normal operation.
5. Critical to the functioning of the applications or
the business service.
6. Real time or near real time transactions
accommodated, batch jobs are to be avoided.
7. All consumer integrations require a business
service owner.
Integration Methods
AR System C API
- fastest method to push and pull data while still maintaining data security and workflow
- encapsulates RPC communication protocols
- fully open and documented in the C API Guide
AR System Java API
- Not pure Java, as it is built on top of the AR System C API
- fully open and documented in javadoc in ardoc62.jar
- primarily used by the AR System Mid-Tier
Web Services
- Allows the AR System to interact with other applications using standard XML/HTTP
mechanisms
- Publish any System form as a web service
- Consume external web services with AR System workflow
- Supports HTTPS for secure communication over the Internet and Remedy Encryption for
security between the web server and the AR System
AR System Plug-Ins
- AREA Plug-Ins (AR System External Authentication)
*allows user authentication from external repositories such as LDAP or single sign-on
systems
- Filter Plug-Ins
*used by set fields actions in filters and escalations
- ARDBC Plug-Ins (AR System Database Connectivity)
*create a vendor form from an ARDBC source with views and workflow
*available for LDAP, MS SQL Server, Oracle, DB2, SAP
View Forms
- Access external data using AR System forms with views and workflow
- Data tables can be on a separate server and database, but must be accessible through
the database used by the AR System server.
- Tables must contain non-null, unique ID fields
Atrium Integration
Engine (AIE)
- fully configurable scheduling for batch or on-demand transfers
- preferred method for populating the Atrium CMDB
- fast, flexible mapping between data sources
SQL Database Access
- Execute Direct SQL statements to push data to non-AR System tables
- Retrieve external data with Set Fields actions that process Select query results
- Database tables can be on a separate server and database, but must be accessible
through the database used by the AR System server.
ODBC Access
- Supports reporting and other read-only data access
- Maintains data security and workflow
- Provides user-friendly table names, column names and data formats
- external joins must be done with multiple data sources
Run Process
- Execute external programs on the client or server
- Pass data from AR system fields as command line arguments
- retrieve data from external process in a set fields action