Take a Look Under the Hood of BMC Remedy with Smart IT: An Architectural Review

© Copyright 2/12/2015 BMC Software, Inc1

Tom AdrianProduct Architect

October 15, 2014

Take a Look Under the Hood of BMC Remedy with Smart IT: An Architectural Review


Agenda

1. What is Smart IT?2. Design Philosophy3. High Level Architecture4. Deployment Model5. Data Architecture6. My IT Touch points7. Configuration Model8. Permissions/Tenancy9. Changes in the application interaction model10. On-Boarding11. UX Patch Details


What is Smart IT? Not THIS! Remedy Template 1.0 (1995)


What is Smart IT? Not THIS! Remedy 2.0 (1997)


What is Smart IT? Not THIS! Remedy Help Desk 4.0 (1999)


What is Smart IT? Not THIS! Remedy ITSM 7.0 (2006)


What is Smart IT? Not THIS! Remedy ITSM 7.604 (2010)


What is Smart IT? THIS IS Smart IT! This is NOW!


Architectural Goals

• Multi-platform/deployment Strategy– Multi-backend - Remedy ITSM(7.6.04 SP2+) – Multi-client – Web, IOS, Android– Multi-deployment options - SaaS & On-Premise(SaaS first design

philosophy)

• Leverage My IT 2.1 platform– Use same technology stack as My IT– Smart IT server supports Smart IT and My IT clients

• Minimize changes to back-end components in 1.0– Must not require any significant changes to back end application


Smart IT/My IT Server

Knowledge

Communications

Saved ChatsBack to AR

Internet or Corp. N/W

ITSM Outage

Apple Notification Service (APNS), Google Cloud Messaging (GCM)

ITSMIncident, Task, Work Orders, Service Requests

RKM

Social Engine

Local

Data

Store (RDBMS)

SAMLService

Provider

Social

Data

Store (Mongo)

Service Health

Asset

Push Notifications, Email Notifications

Atrium SSO

Identity Provider

ITSM, ADFS, Okta

Smart IT 1.0 Architecture

CMDB, Asset Inventory

Broadcasts

ITSM Broadcasts, My IT Broadcasts

Chat Server

Firewall/LB


Deployment Architecture

UniversalClient

Web Application

AR Server

ITSM

7.6.04+

Load

Balancer

LB

ClientsSmart ITServer Cluster

Data Stores and External Systems

Firewall

Native Mobile –Android, iOS

Gold = Shipped with Smart IT; Gray = already exists if ITSM is deployed*Shared Between My IT and Smart IT, includes social services.

RDBMS

MongoDB(Primary)

Smart ITServer*HTTP

ChatServer

HTTP/BOSH(Chat)

LB

XMPP

CMDB

MongoDB(Secondary1)

MongoDB(Secondary2)


Data Architecture – Social Functions

• Following– Tickets, Assets and Services– Explicit Follow and Implicit Follow

• New System Events– Status Changes, SLA Breach, Assignment Changes

• Update Feed– Common area to view work events on any ticket being followed– Place to view Broadcasts

• @ Mentioning a Person or Asset in a post• Social images across Smart IT and My IT• Chat


Data Architecture – Social Data Flow

• Existing ITSM is still the source of truth for:

– Transaction Data

– Foundational Data (People, Support Groups, Company Etc.)

• Data Flow Smart IT Client

1. REST call from Smart IT Client to Smart IT Server

2. Smart IT Service call to create in social and read RBAC from ITSM Server

3. Smart IT Provider call to create data in ITSM Work Info Forms

• Data Flow ITSM Mid-Tier Client

1. CAI Filter Plugin Call to Smart IT Server

2. Smart IT Service call to create in Social

• Data Flow Model

Smart IT Server

Smart IT Client

AR Server

Social Server

CAI Filter Plugin Call


Data Architecture

• Local Smart IT Database

– Data shared with My IT

• Points of interest for Work Orders

– Smart IT Specific Data

• Preferences

• Chat

• Message Catalog

• Custom Fields Meta-data


My IT Connect Points – Points of Interest

• Crowd Sourced Data from My IT

• Used in Smart IT for location details on Work Orders

– Used to display building location on the Work Order.

– Will be able to navigate to the building map from the location link in the Smart IT UI.

• Data Flow

Smart IT Server

Smart IT Work Order UI

SHR:PointOfInterestAssociation(AR Server)

POI Database(Local DB)


My IT Connect Points – Broadcasts

• Current Smart IT Broadcasts functionality is being extended to include broadcasts from Classic ITSM.

• Broadcasts from Smart IT will be sent to ITSM and vice versa.

• Will be displayed in the Update Feeds

– Supporting targeting to Company and Site

• Data Flow

Smart IT Clients

Smart IT Server (Broadcast

Service)

Social Server (Update Feed)

ITSM Broadcast


Configuration Model

• What it does

– Provide a way to bring custom fields and fields not included out of the box into the Smart IT UI

– Fields will go into predetermined areas of the screen

• What it is not

– No Business Rule Design

– No Custom Forms

– All fields must be added via Developer Studio to appropriate forms

– No support for trim fields, table fields, display only fields, Currency Fields, Fields with Dynamic Menus

• Things that can affect Smart IT

– Active Link with Business logic in them

– Dependency on Active Link navigation to custom forms

• Configuration Approach

– Read available fields from AR System

– Provide way to configure where fields appear in Galileo UI

– Smart IT server layer will manage how to display in the Galileo UI


Permissions and Tenancy

• Permissions– Business Logic

• All ITSM Application permissions and business logic are enforced

– Application Access• Minimal Set of Permissions to

access Smart IT– Incident User, Asset

Viewer, Work Order User, SR User, Task User, Contact User

– Contextual Permissions• Calculated based on ITSM Rules

and control the UI Access

Smart IT Client

Smart IT Server

AR Server

Authentication Check

Call to check for minimal permissions

If not met, reject access.

If not Admin, disable configuration tab

Context Permissions

Smart IT Server

1. Provider gets data from AR Server.

2. Provider checks ticket context and permission context.

3. Meta-data is sent to client to disable functions based on context

Smart IT Client


Permissions and Tenancy

• Tenancy

– ITSM Row Level Security

• Protected via AR API

• Social Update Feeds protected as well via ITSM Row Level Security Groups

• Rules around lookup of data protected by Customer and Service Provider Companies


Application Interaction Model Changes

• Smart Recorder– Provides a way to create tickets in a formless interface– Uses @ as a way to search for people and assets– Leverages FTS/MFS to find proposed templates

• Application templates driven by company not support group

• Reduced Set of Asset Uis– Hardware, Software, Service, Network, Generic– Mapping of ITSM classes into these 4 types– Common denominator set of fields, full functionality when Asset Management is

implemented

• Categorization Model Change– Service CI drives product categorization on the ITSM backend – Affected CI drives resolution product categorization in ITSM but it is renamed product

categorization in Smart IT UI• Aligned with Intelligent Ticketing approach


Onboarding

• Social Data Synchronization

– Open Tickets and Related Work Info

– Assets related to Open Tickets

– People


UX Patch Details

• Additive Functionality– Join forms for master ticket console– New association form for Work Order POI Integration– Integration workflow for notifications– Integration workflow for social– New joins for SRM integration– Email Templates for Smart IT Notifications

• Updates to existing forms– New FTS Indexes on the template forms– Additional Indexes on the Incident form.– New fields on KPI:DataCollector for support new Galileo metrics– Simplify Ticket IDs


Conclusion

• Smart IT provides a new User Experience to existing ITSM 7.604 SP2 and higher

• Leverages the same technology stack as My IT

• Provides key new functionality around social and chat

• This is just the beginning!


Questions?Tom Adrian

[email protected]


Thank You.

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Take a Look Under the Hood of BMC Remedy with Smart IT: An Architectural Review

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