BMC Remedy ITSM 8.1 Integration 4.1

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Description

With the xMatters & BMC Remedy ITSM 8.1 integration, the appropriate technician can be notified directly via voice, email, SMS, or pager. Information about the incident or change request will be presented to the message recipients and direct actions can be made in real-time such as owning, ignoring, approving, rejecting, closing, and updating the tickets with informational annotations.

Once a response is submitted from the recipient’s remote device, xMatters will immediately update Remedy ITSM. The benefit is that this process is immediate – significantly faster than the time required for Operations staff to notice the failures or malfunctions, determine who is on call, and manually notify the right person. In addition, the ability to take direct actions on the event from any device gives the event resolver a quick way to deal with many issues and communicate to other team members the current state of the event.

In the case of an approval notification, the ability to take direct actions on the approval process from any device gives the change coordinator, manager or approver a quick way to deal with the request without needing to go to a computer and manually approve the change request.

During the process, every notification, response, and action is logged in xMatters. In addition, xMatters also annotates Remedy ITSM with status information.

The xMatters product features a self-service web user interface to allow accurate assignment of responsible personnel for each job.  xMatters also offers optional subscriptions to Remedy ITSM events.

System Requirements

xMatters

  • xMatters 5.1
  • xMatters Integration Agent 5.1.4

BMC Remedy OnDemand

  • BMC Remedy ITSM 8.1

Download Resources

BMC Remedy ITSM 8.1 Incident Management Integration Package - zip

Download (4.4 MB)

BMC Remedy ITSM 8.1 Change Management Integration Package - zip

Download (4.0 MB)

BMC Remedy ITSM 8.1 Data Load Integration Package - zip

Download (3.1 MB)

BMC Remedy ITSM 8.1 Incident Management Integration Package - tar.gz

Download (4.4 MB)

BMC Remedy ITSM 8.1 Change Management Integration Package - tar.gz

Download (4.1 MB)

BMC Remedy ITSM 8.1 Data Load Integration Package - tar.gz

Download (3.1 MB)

Download BMC Remedy OnDemand Integration Manuals below.

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