BMC Remedy OnDemand Integrations

Version 38
    Share This:

    Note: The Remedy OnDemand Integrations page has been transitioned to the Remedy OnDemand product documentation site.  Please update your bookmarks to access this information with the links below.

     

    BMC provides a flexible model for data integrations to and from the BMC Remedy OnDemand service. Integrations may be configured using any approved communication method or adapter.

    This topic contains the following information:

     

     

    Integration Pricing Details

     

    In addition to configuration of the BMC Client Gateway, if required, a subscription to BMC Remedy OnDemand includes support for the integrations below:

     

    • One authentication source, if required
    • One People Data source, if required
    • One email system, if required
    • One event management source (BMC or third party), if required

    • One discovery source (BMC or third party), if required

    • Any integrated system using an approved integration method, assuming no additional infrastructure is required

     

    Support for integrations above the limits described above, any integration requiring additional infrastructure (e.g., one requiring an adapter be hosted in the BMC cloud), or any integration impacting system performance is available but requires an additional monthly fee.


    Note: For those integrations not covered as a Lifecycle Request, development and configuration is an extra fee and is usually covered by a statement of work from BMC Global Services or a BMC trusted partner.


    Questions and Answers

     

    Q: I want to integrate to a discovery source, but not right away. Do I have to pay for the integration after onboarding?

    A: The core subscription includes an integration to one discovery source so you would not need to pay extra to have that supported.

     

    Q: I want to integrate using the existing Web services. Does this count as an additional integration?

    A: Typically, no. If the customer is using the existing published interfaces (Web service calls or API calls through the BMC Client Gateway). However, if the integration is causing stress on the system then an additional integration charge might be required to ensure optimal performance (see next question).

     

    Q: We have an integration through Web services that seems to put a heavy load on the system. What are my options?

    A: You have two options in this situation:

    1) examine why this integration is putting a heavy load on the system. There could be an opportunity to re-design it for efficiency. BMC can help analyze this through the purchase of the Remote Enhancement service, or

    2) An additional integration cost of (monthly fee) can be purchased to support the heavy load put on the system from this integration.

     

    Q: How will I know what effect an integration will have on the system?

    A: Any integration should be thoroughly tested in the development environment before being released into QA and production. Testing should involve a load scenario initiated by the customer. Load testing is offered by BMC through its trusted partner Vyom Labs for an additional fee. Please contact your BMC Account Manager for additional information.

     

    Q: Do I have to pay extra to have my non-BMC discovery and event management sources supported?

    A: The core subscription includes one integration to a discovery source. However, the Remote Enhancement service or a statement of work may be required if the customer's discovery source requires configuration. A customer can also use an export/import mechanism to load discovery data into the CMDB.

     

    Q: I need an integration that has a third party adapter. Is this a supported integration?

    A: Each adapter will need to be evaluated separately for things like integration approach, supportability and license terms. This requires review and approval by BMC's Customization Review Board. If an adapter is approved for hosting in the OnDemand environment, the integration might require the Remote Enhancement service or a statement of work to actually implement it. Time to implement integrations should be accounted for in the onboarding project schedule.

     

    Q: What are the challenges of installing a third-party adapter in Remedy OnDemand? Is the installation and integration for Remedy OnDemand the same as that with Remedy 8.1 on premise?

    A: Any code installed in the BMC cloud environment is deemed to be the customer's responsibility. The code needs to conform to our customization standards (e.g., using overlays). Integrations should follow standard protocols (such as Web services). The upgrade and maintenance of any code outside of BMC's base product is the customer's responsibility. If there are any issues in production caused by the adapter that might impact the delivery of the service, BMC maintains the right to disable that code in production and the customer must fix the issues in the development environment before promoting back to production.

     

    Q: Is a separate contract required for installing a third-party adapter in Remedy OnDemand?

    A: Any adapter installed in Remedy OnDemand is the customer's responsibility for deployment, upgrade and maintenance. Typically BMC does not require a separate contract but the customer needs to ensure the vendor legally approves deployment of the adapter in a BMC-controlled environment.

     

    Q: Do we need to follow the Remedy OnDemand change process for the installation of our product and is the installation done by BMC?

    A: The customer (or partner on behalf of the customer) installs the product in the development environment. Once the unit is tested, the product is promoted to QA and production by the BMC Remedy OnDemand Operations team. The customer needs to follow BMC's change management policy for code promotion.

     

    Q: What documentation is available for the installation of a third-party product?

    A: Installation is based on customer/vendor documentation.

     

    Q: What is BMC's process for evaluating a third party product?

    A: Any third party product integrating via an approved method does not need to be reviewed by BMC. Any others should be brought to the BMC Customization Review Board for evaluation before implementation in the development environment. The evaluation requires a deployment architecture diagram and details on the adapter (code type, weight, pre-requisites, fail-over/resiliency requirements, communication, etc.). Please refer to the BMC Customization policy for additional information.


    Associated Links:

     

    Email integration

    Integrating with Web services

    BMC Remedy OnDemand - SSO and Authentication Solutions

    Open Source CMDB Project Page

    TAP integration guidelines (Technology Alliance Program partners only)