CLIP for HP BSM

HP BSM OMi - BMC Remedy® Integration

HP BSM OMi - ServiceNow® Integration
HP BSM NNMi - BMC Remedy® Integration
HP BSM NNMi - ServiceNow® Integration

Applink GmbH
AppLink Restricted Alsterdorfer Str. 381B
22297Hamburg, Germany
AppLink Restricted W: www.applink.de
 Agenda

What will be covered

• AppLink company infomation

• CLIP Overview & Functionality
• Installation & Platform Support
• Configuration
• Architecture
• Software, Patches & Licensing
• Support

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
3 2/9/2015 Version 1.3, AppLink Restricted W: www.applink.de
 AppLink Company Information

• Founded 2001 as a privately held company with

headquarter in Hamburg, Germany
• Focus on Consulting (HP BSM, BMC Remedy, ServiceNow)
& Enterprise Management Connectors
• > 60 licenses sold for CLIP
• > 30 customers for CLIP worldwide
• HP EMAP Partner (Gold Level)

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
44 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 CLIP for HP BSM Customers (excerpt)

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
5 2/9/2015 Version 1.3, AppLink Restricted W: www.applink.de
 Appink partnership
HP EMAP Partner (Gold Level)

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
66 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Combined Event & Incident Process

CLIP : Closed Loop Incident Process

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
77 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Architecture
• CLIP is a Web application written in Java running in a Tomcat servlet engine
• NO Software has to be installed on HP BSM, ServiceNow or BMC Remedy Servers
• CLIP uses Web Services / Java API for communication
• No groovy script used
• CLIP can be installed on BMC Remedy, ServiceNow, HP BSM or dedicated system

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
88 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features:
Manual & Automatic Submission
• Manual & Automatic Event Submission
− OMi / NNMi events matching filter are forwarded automatically
− Manually selected OMi / NNMi events can be forwarded by operator (OMi / NNMi:
"Transfer Control to …" )
• Configurable Incident Creation
Available OMi Event attributes include:
• annotation • object
• application • originating server
• assigned User / Group • priority
• automatic action / user action • related ci
• category / subcategory • severity
• cause / symptom • solution
• custom attributes • state
• description • title
• node • type
Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
99 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features: Forward Synchronization

Forwarding of OMi event changes for these attributes:

− description − added or modified annotations
− solution − custom attributes: insertions and
− title modifications
− assigned user / assigned group − mapping available for
• Priority
• Severity
• State

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
10
10 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features:
Forward Synchronization - cause

• Clip reflects TBEC cause/symptom relationship in Remedy /

ServiceNow
• TBEC correlation can happen after incident creation

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
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11 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features:
Backsync of Incident Changes

OMi "Forwarding" Tab / NNMi

"Notes" displays summary info
about synchronized incident and
allows to open incident via
Hyperlink

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
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12 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features:
Backsync of Incident Changes (2)
Incident Changes can modify these OMi event attributes:

− Annotations − Severity
− Custom Attributes − Solution
− State (e.g. close event)
− Title
− Description
− Priority

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
13
13 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features:
Backsync of Incident Changes (3)
Incident Changes can modify these NNMi event attributes:

− Notes − Severity
− State (e.g. close event) − Assignment

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
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14 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features: Clip Web User Interface

• Status of all
integrations
• Incidents
• Submit
• Configuration
• Miscellaneous

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
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2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features: Clip Web User Interface

• Status of all
integrations
• Incidents
• Submit
• Configuration
• Miscellaneous

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
16
16 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Features: Clip Web User Interface

• Status of all
integrations
• Incidents (Details)
• Submit
• Configuration
• Miscellaneous

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
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17 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Installation & Platform Support
• Clip for HP BSM V5 Target Support Matrix
− HP OMi 9.x / 10.x (Windows / Linux – all available platforms )
− HP NNMi 9.x (Windows / Linux – all available platforms )
− BMC Remedy ARS 7.x / 8.x (all available Platforms)
− ServiceNow Release Family „Berlin“, „Calgary“, „Dublin“, „Eureka“ and „above“
• Clip for HP BSM on RHEL
− Is available as an RPM package and runs as a RHEL service
• Clip for HP BSM on Windows
− Is installed by an Installation Wizard and runs as a Windows Service

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
18
18 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Configuration: HP BSM OMi

Create an OMi "Connected Server"

• Name
• Description
• RemedyLink Server Name
• Event Web Service URL
• Event Forwarding info:
− User
− Password
− Port
− Protocol
• Drilldown URL
• Incoming Request
− User
− Password

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
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2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Configuration: Clip

• Clip is configured via XML File

• For an HP OMi – BMC Remedy Integration, configure
− One OMi Target
− One BMC Remedy Target
• RemedyLink ships with Demo Form and Demo Config

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
20
20 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Configuration:
Remedy OOTB Demo Form
To use Clip out of the box with the BMC Remedy Demo Form

• Install the Clip Software

• In OMi, configure a „Connected Server“ that points to your Clip
system and a Forwarding Rule
• On the Clip System, adapt Server Names & User Credentials in
the XML Demo Configuration of the OMi / ARS Demo Targets
• The BMC Remedy Demo Form & Filters are uploaded into the BMC
Remedy AR System

• Login to Clip Web interface (admin/admin) to review

synchronized events

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
21
21 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Software, Patches & Documentation

• How to get Software & Patches • Licensing

− Go to http://www.applink.de/ − CLIP comes with „instant-on“
− Login (requires registration) license valid for 60 days for
− Click „Downloads“ Link in User evaluation
menu − Each integration requires a
− Download software separate license
− Patches provided as WAR files

• How to get Documentation • Contact

− Go to http://www.applink.de/ − WWW: use „contact us“ link
− Login (requires registration)
on http://www.applink.de/
− Email: sales@applink.de
− Click „Downloads“ Link in User
menu − Phone: +49 (172) 4178569

− Download User & Admin Guide

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
22
22 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de
 Support

• How to get Support • When to get Support

− Email to: support@applink.de − Mon.-Fr. 9.00am – 5.00pm CET
− Phone: +49 (40) 22611505 − Except on german national
holidays

Error Classification and Fix Time

Error Acknowledge
Error Level Fix Time
Classification Time

1 Critical 4 hrs Asap

2 Serious 4 hrs 14 days

3 Medium/low 24 hrs Next Release

Applink GmbH
Alsterdorfer Str. 381B
22297Hamburg, Germany
23
23 2/9/2015
2/9/2015 Version 1.2,
Version 1.3, AppLink AppLink Restricted
Restricted W: www.applink.de