Remedyforce cloud ITSM service desk is built on the Salesforce Force.com platform. This provides Remedyforce service management with many benefits through Salesforce Appexchange and other IT service management tools. Learn more at www.remedyforce.com

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April 3 / 2015
Remedyforce cloud ITSM is easy to
extend and integrate
Leverage your Salesforce
Force.com Platform Investment
Olivier Segers
Technical Marketing Consultant

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Leverage BMC
Remedyforce
Solutions
Extend using
Salesforce
AppExchange
Remedyforce
Custom
integrations
Agenda
01 02 03

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Technology Ecosystem

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Overview of the out of the box
available integrations
01
Leverage BMC Remedyforce
ITSM Solutions

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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

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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)

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Atrium Discovery &
Dependency Mapping
Bladelogic Client
Automation
Footprints
Asset Core
Importing data from
BMC external
sources

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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

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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
02
Extend using Salesforce
AppExchange

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has native integration with the following AppExchange solutions

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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

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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
03
Integrations continued

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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

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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

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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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