Remedyforce Integration Adapter

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Remedyforce Integration

BMC Remedyforce is a comprehensive ITSM solution built on Salesforce.com platform. Kovair Omnibus integration can increase the value of your Salesforce investment by supporting Remedy specific activities. This helps align IT service management and help desk system with broader organizational goals.

Features & Benefits

  • Automates interaction of incident, problem, change request and release management processes with development teams using tools of their choice.
  • Ensures project progress information remains up to date both in Remedyforce and other tools in the chain.
  • Streamlines service support processes and integrates operational systems with Quality Management and ITSM solutions.
  • Powerful and proven Omnibus workflow engine enabling automation of service desk processes from Remedyforce to development tools.
  • Bi-directional synchronization of artifacts, such as Incidents, Problems, Changes and Releases with attachments and related work logs.
  • Exposes important Remedyforce objects like Incidents, Tasks, Problems, Change Requests, Task, Release, Broadcast, Base Element to Kovair and Kovair-connected tools.
  • Support for bi-directional dataflow to any other tools.
  • Support attachments and Custom Attributes.
  • Support for Syncback action for certain fields of Remedyforce entity like ID, Number, and Remedyforce Item URL.
  • One-to-one relation exposed between any two exposed entities e.g. Incident to Task, Task to Incident, Task to Problem, etc.

Kovair Remedyforce integration adapter

‘Kovair Remedyforce Integration Adapter’ connects BMC Remedyforce to Kovair Omnibus Integration Platform and thereby exchange data with other lifecycle tools of different ALM functions e.g. Rally, HP ALM, IBM RTC, TFS, JIRA and Bugzilla hooked into the system through Omnibus. By integrating Remedyforce with development tools, both IT support and development teams can leverage process efficiency, cross-team visibility which improves support ticketing system.

Kovair-enabled Remedyforce integration helps customer service team to adopt a seamless communication channel for collaborating on customer issues with their development counterpart. When connected, the development team can easily exchange ticket related information, comments and attachments with help desk team during defect removal process or change request implementation. This in turn helps support team to update customers about their ticket resolution status time to time. There are two components of the adapter: 1) Kovair Remedyforce adapter which is a web service and 2) Kovair Remedyforce Event service

How the adapter works

Incident Management or Problem Management is reactive, and is typically initiated in response to a customer call or an automated event. The Kovair adapter automatically handles essential Remedyforce events in the background and updates the Omnibus platform. The Omnibus platform can route those events to other ALM and IT tools hooked into the ecosystem.

When Remedyforce is integrated with Kovair, one can add/edit/delete artifacts in Remedyforce and get the action replicated in Kovair and Kovair connected tools. Similarly, any updates made in Remedyforce artifacts from within Kovair or Kovair integrated tools get reflected in Remedyforce. Omnibus integration supports bi-directional synchronization of data which includes attributes of artifacts, attachments and work log. The integration also supports BMC Remedyforce workflow.

Why integrate Remedyforce with Kovair

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 development tools, such as JIRA and QC as well as ITSM tools, such as Remedyforce 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 Remedyforce and their corresponding data are propagated across the integrated scenario for other tools to consume. Filter objects are deployed in Remedyforce to trap events occurring in Remedyforce for the integration purpose.

Integrated Service Desk

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.

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 BMC Remedyforce ITSM suite with collaboration tool like SharePoint, Kovair Remedy Integration Adapter improves collaboration between Development teams and Technical Support teams and accelerate the correction of customer-reported issues.

Use Case Example of Kovair-Remedyforce Integration

The following use case diagram explains how Kovair-Remedyforce integration helps IT support and development teams, using different tools of their choice, collaborate on customer issues real-time, resolve support tickets and exchange customer feedbacks for the betterment of product or service quality. The integration keeps every stakeholder connected to a single source of information for continuous feedback sharing and streamlines the entire IT support system for an organization.

Collaboration among Dev and Ops Team on Customer Issues through Kovair-Remedyforce Integration Fig: Collaboration among Dev and Ops Team on Customer Issues through Kovair-Remedyforce Integration