Leverage your Salesforce Force.com Platform with Remedyforce Cloud ITSM

© Copyright 2014 BMC Software, Inc. 1

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April 3 / 2015

Remedyforce cloud ITSM is easy to extend and integrate

Leverage your Salesforce Force.com Platform Investment

Olivier SegersTechnical Marketing Consultant


Leverage BMC Remedyforce Solutions

Extend using Salesforce AppExchange

Remedyforce Custom integrations

Agenda

01 02 03


Technology Ecosystem


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Overview of the out of the box available integrations

01Leverage BMC Remedyforce ITSM Solutions


BMC Remedyforce integration with BMC Client Management

This native integration enables you to• Start the BMC Client Management console• View the asset summary of devices• Perform actions• Deploy operational rules

• Using Remedyforce service request• Using Remedyforce tasks



How is data imported into BMC Remedyforce Cloud ITSM

BMC Remedyforce provides Pentaho packages for importing data from various BMC sources

• BMC Atrium Configuration Management Database (BMC Atrium CMDB)

• BMC Atrium Discovery and Dependency Mapping• BMC BladeLogic Client Automation• BMC Client Management (known before version 12.0 as BMC

FootPrints Asset Core)


Atrium Discovery & Dependency Mapping

Bladelogic Client Automation

FootprintsAsset Core

Importing data from BMC external sources


Using the Salesforce Force.com platform email services

• Salesforce Force.com provides powerful, robust, and secure functionality for sending and receiving email

• BMC Remedyforce uses email services to allow• users to create incidents or retrieve the status of incidents• staff members to interact with customers


BladeLogic Server

Automation

End User Experience

Management

ProactiveNet Performance Management

OR

• BMC ProactiveNet (BPPM)o Sends and email when an event has taken

place for Incident generation

• BMC BladeLogic Server Automation (BBSA)o Creates Remedyforce Incidents or Changes

when BBSA finds compliance violations.

• BMC End User Experience Management (EUEM) o Creates and assigns a Remedyforce

Incident when an EUEM alert is generated.

Incident Management

Change Management


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The business app store from Salesforce

02Extend using Salesforce AppExchange


© Copyright 04/15/2023 BMC Software Inc13

has native integration with the following AppExchange solutions


Cloudcoach Project & Portfolio Management for ITSM

The Cloudcoach Project & Portfolio Management (PPM) connector for Remedyforce enables you

• to easily create projects directly from Remedyforce and track of project progress from the one interface

• to assign resources based on skill• to collaborate on the tasks being worked on, keeping the whole team on

the same page• To seamlessly view project updates, and track the time your team is

spending on both ITSM and Project work, so your team isn't jumping from system to system, and your executives have a single point of truth


Nitro for Remedyforce Gamification-extend your SaaS Service Desk

Bunchball Nitro for Remedyforce integrates gamification into the service desk experience and delivers real business results

• Engage and motivate IT staff for a more productive and loyal team• Drive platform usage, collaboration and knowledge sharing• Achieve business goals and KPI’s



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Overview - Pentaho (ETL) - web API calls

03Integrations continued


OneLogin’s Free Plan for BMC Software enables firms to easily connect their internal directories to cloud applications like BMC Remedyforce, sync users in real-time, enjoy single sign-on at the office or on the go, and enforce multi-factor authentication.

Identity Management

The Salesforce Data Loader / Apex Data Loader is a client application for the bulk import or export of data. Use it to insert, update, delete, or extract salesforce.com records.

Import/Export

Software systems management & deployment appliance.

Discover & Manage

Remedyforce SCCM integration allows you to leverage your data for association with Incidents, Problems, Changes, Tasks and Releases.

Microsoft SCCM

Pentaho's powerful data integration capabilities, intuitive and rich graphical design environment, and highly-scalable architecture provide the ideal solution for any data integration, business analytics or big data project.

Custom Integration

Native LDAP integration allows you to access data from distributed directory information services such as Active Directory.

Active Directory


Automated API Web Service Calls• Improve productivity by eliminating redundant work associated with

routine tasks• Administrator configures Task or Incident in Remedyforce to call external

web service based on event• Use Case: Automatically

provision an Active Directory account or reset a password based on a status change


Pentaho Data Integration

Pentaho's powerful data integration capabilities, intuitive and rich graphical design environment

• Simple Visual Designer for Drag and Drop Development• Big Data Integration with Zero-Coding Required• Native and Flexible Support for all Big Data Sources• Powerful Administration and Management


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