1. Remedy Integration Strategy Leverage the power of the industry’s leading service management solution via open APIs
February 2018

2. Digital Workplace (Basic)
6/11/2019
Cloud
On Premise
Hybrid
Remedy ITSM Suite
USERS
USER APPLICATIONS
DEVICES
Customers
Employees
Smart IT
Digital Workplace (Basic)
Experience
Partners
ITSM Suite
Knowledge
Management
Problem Management
Incident Management
Asset
Configuration Management
Change & Release Management
Service Level Management
Business Apps
Business Services
Innovation IT
APIs and ITOM Integrations
Visual Process Design
CMDB
SSO (Single Sign On)
Custom App Development
Secure and Compliant
Reporting and Analytics
Platform
Discovery and Dependency
Foundational Data
Application & System Data
Data 2
© copyright 2016 BMC Software, Inc.

3. Philosophy & Overview Solutions for Integrating with Remedy
Integration Strategy
Philosophy & Overview Solutions for Integrating with Remedy

4. Integration Philosophy
Remedy is an open platform which supports the need that customers’ and partners’ have for integrations with an existing system they may have. Almost all Remedy capabilities accessible via Remedy UI can also be accessed via APIs
Remedy offers a wide variety of integration options to give customers the choice of using the optimal technology for their integration use cases. As technology trends progress, BMC rapidly adds new modern integration options, while preserving older APIs to ensure backward compatibility.
BMC supports rich service interfaces for key ITSM objects based off a single data model, with all different API technology options going through the same interface.
All APIs are stateless, follow permission model and are secure
BMC invests in fostering a rich ecosystem of partners who build additional integration technology or end-to-end integration use cases.

5. Integration OVERVIEW Integration Type Operation Type Timing Data
Metadata
Sync
Async
Comments
REST API X
Support for CRUD operations
Best suited for cloud / remote integrations
Web Services
Support for SOA
Choice for legacy integrations
Many existing integrations
JAVA API
Best suited for processes running on same network ; Leverages RPC
Best performant
Atrium Integrator
Best suited for dealing with large amount of data
Federated CMDB
JDBC
CRUD access to AR Data; Useful for reporting purposes

6. REST API
Create-Read-Update-Delete operations for any Remedy application, including the CMDB.
Rich Service Interface for key ITSM objects
Facilitates Cloud / On-premise / hybrid Integrations
Rich JSON structures that describe complex application objects
Option to call other REST APIs via additional plug-in (communities)
Support for associations [getting child data based on parent]
BMC OOTB Integrations ::
Discovery  CMDB
TSOM  CMDB
Atrium Orchestrator  CMDB
Atrium Orchestrator  Remedy ITSM

7. Web Services
Allows the Remedy AR System to interact with other applications using standard SOAP/HTTP mechanisms
Publish any Remedy 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
No programming required, as web services are configured by the Remedy Administrator using point and click interface
BMC OOTB Integration ::
Event Monitoring  Remedy ITSM (Incident Management)
Atrium Orchestrator  Remedy ITSM

8. Choice of Legacy Integrations for third party JAVA based applications
Remedy AR JAVA API
Used by AR System client applications and Mid-Tier
Java API is Pure Java
Backward compatibility maintained across versions
Fully open and documented
Provides complete access to the AR System server
API libraries can be distributed with partner integrations.
Choice of Legacy Integrations for third party JAVA based applications

9. BMC OOTB Integration :: External Sources  Remedy CMDB
Atrium Integrator
Support for ETL transformations
Powerful information transfer engine to link enterprise applications
Flexible rule based mapping between data sources
Fully configurable scheduling for batch or on-demand transfers
Open architecture to create new adapters
Allows for multiple input sources such as JBDC, JMS, CSV, web services and complex XML
Multiple adapters available
Recommended method for populating the Atrium CMDB
BMC OOTB Integration :: External Sources  Remedy CMDB