Remedy Adapter Datasheet

BMC Remedy is the most comprehensive and capable ITSM software solution
A SNEAK PEEK
Kovair Remedy Integration Adapter’
integrates BMC Remedy with Kovair
Omnibus platform and automates
Release management, Incident
management and Problem
Management to deliver a complete
ITSM solution.
BENEFITS
 Automates interaction of incident
and problem management
processes with technical team.
available for enterprises. Kovair Omnibus integration can increase the value of your
Remedy investment and help to align Remedy with your broader organizational goals.
Omnibus integration bridges the disjointed operations of ITSM process areas like
incident, problem, change, and configuration management with a unified system.
The BMC Remedy ITSM suite automates the operations of ITSM process areas and
enables organizations to align their business services with their IT infrastructure.
‘Kovair Remedy Integration Adapter’ integrates BMC Remedy with Kovair Omnibus
platform. Omnibus seamlessly integrates with BMC Remedy to deliver a complete
ITSM solution. The integration is aligned to Release management, Incident
Management and Problem Management. Incident Management or Problem
Management is reactive, and is typically initiated in response to a customer call or an
automated event. The adapter automatically handles essential Remedy events in the
background and updates the Omnibus platform. The Omnibus platform can route
those events to other tools hooked in the ecosystem.

 Streamlines service support Omnibus integration supports bi-directional synchronization of data which includes
processes. attributes of artifacts, attachments and work log. The integration also supports BMC
 Integrates operational systems Remedy workflow. Kovair also has a very powerful workflow engine. Both Kovair and
with Quality Management and BMC Remedy workflow engines can be configured at both ends to process data as
ITSM solutions. per the organization requirement.
 Facilitates back-end operational
BMC Remedy ITSM runs on the BMC Remedy Action Request (AR) System platform.
systems closer to customers
The AR System provides AR API that is used by the Kovair Remedy Integration
 Powerful and proven Omnibus Adapter to communicate with the BMC Remedy Server. This communication takes
workflow engine enabling place via AR .Net API. This API communicates with the AR C API for accessing data.
automation of service desk Thus, Kovair Remedy communicates with remote Remedy server for integration.
processes.
 Bi-directional synchronization of
artifacts, such as Incidents,
Problems, Changes, and Releases
Entities Exposed Events Collected Actions Relations
with attachments and related work
Supported Supported
logs.
 Change  Add  Add  All available
 Allows you to manage relations
 Release  Modify  Modify relations in
between the exposed entities of
 Incident  Delete  Delete Remedy
Remedy.
 Problem Application for
 Improves efficiency and accuracy  Known Error the Exposed
by eliminating redundant data Entity
entry.
 FEATURES
 Drastically reduces the time and cost
for integrating applications based on
BMC’s Remedy Action Request
System (ARS) with other operational
systems
 Delivers a two-way replication
between a Remedy system and
other connected tools.
 Filter objects are deployed in
Remedy to trap events occurring in
Remedy.
 Exhibits minimal impact to
application performance.
 Supports Remedy 7.1 ,7.6 and 8.1
versions
SYSTEM
REQUIREMENTS
 Operating Systems:
Windows Server 2008 R2
 Databases:
SQL Server 2008
SQL Server 2008 R2
 IIS: IIS 7.0 or above
 .Net: .Net 4.0
 Other Software:
BMC Remedy Application
BMC Remedy Developer
Studio
AR.Net API
ALM-ITSM Convergence
Most organizations satisfy their Application Development and Technical Support
teams with disparate, best-of-breed tools. This encourages silos and results in
significant administrative burden.
Organizations need to eliminate these silos and introduce an integrated ITSM and
ALM strategy so that Development staff can have better visibility of business
requirements and Support staff can have better visibility of development activities.
This ALM-ITSM convergence is made possible by Kovair Omnibus Integration
Platform to which you can integrate ALM tools, such as JIRA and QC as well as
ITSM tools, such as Remedy and ServiceNow. The adapters required for connecting
these tools to Kovair Omnibus Integration Platform are provided by Kovair.
Kovair Remedy Integration Adapter is exposed in Omnibus as a bi-directional
adapter. Events occurring in Remedy and their corresponding data are propagated
across the integrated scenario for other tools to consume. Filter objects are
deployed in Remedy to trap events occurring in Remedy for the integration
purpose.
Integrated Service Desk
Service Desk plays an important role in running critical business operations
smoothly. IT organizations are always under pressure to improve their service
levels. However, Incident Management processes are often not standardized and
incidents are not prioritized in accordance with their business impacts. The problem
is compounded when there are multiple service desks in an organization and they
are not tightly integrated.
For organizations that want to phase out multiple Service Desk tools and
associated processes to enhance operational efficiency, Remedy’s Service
Management application is the ideal solution for them. Kovair’s Remedy
Integration allows organizations to utilize the benefits of an integrated service desk
system by integrating Remedy with other Service Desk tools.
Enhanced Collaboration
By integrating the Service Desk application of BMS Remedy ITSM suite with a
collaboration tool like SharePoint or a CRM tool like Salesforce.com (SFDC), Kovair
Remedy Integration Adapter improves collaboration between Development teams
and Technical Support teams to accelerate the correction of customer-reported
issues.
For example, service requests from SharePoint can be sent to Remedy and
processed there, and SharePoint users can get real-time status and updates of their
service requests. Similarly, SFDC cases can be passed through existing workflows in
Remedy and the updated status of a case can be sent to Remedy to keep both the
tools in sync.
 Remedy Integration Use Case

Remedy-SFDC Integration Remedy-SharePoint Integration

As shown in the above example, you can integrate the
Remedy and SFDC so that Cases in SFDC are replicated as
Incidents in Remedy. The Incidents are processed in Remedy,
and any modification to an Incident in Remedy is replicated in
the corresponding Case in SFDC.
As shown in the above example, you can integrate Remedy
with SharePoint so that Service Requests entered by users in
SharePoint are replicated as Incidents in Remedy and
processed there. Any modification to an Incident in Remedy is
replicated in the corresponding Service Request in SharePoint.

Note: The adapter as developed and offered by Kovair follows the subject tool’s
standard specifications. Any deviations from the Tool’s typical use pattern may
not have been anticipated in our off-the-shelf product. For any customization or
special configuration needs, please contact Kovair Sales - sales@kovair.com
Kovair Software, Inc: Kovair is a California based software products company
specializing in the domain of Application Lifecycle Management (ALM) and IT
Service Management (ITSM) solutions. Kovair also focuses on integrating third
party best-of-breed ALM tools so as to enable creation of applications in a
synchronized tools environment.

Corporate Headquarter India Office

4699 Old Ironsides Drive, Benfish Tower - 6th Floor, 31, GN Block, Sector - V
Unit 180, Santa Clara, CA 95054 Salt Lake City, Kolkata - 700091, India
Support:1.408.262.0200 Extn. 2100 Sales & Marketing: 91-33-4065 7016/17
Sales: 1.408.262.0200 Extn. 1 1.408.262.0200 Extn. 2010
Email : sales@kovair.com Website: www.kovair.com