Acceleration services for CA SOI enable you to add functionality to your foundation implementation to extend the value of the solution. The following acceleration services are available:
- BMC Remedy/ATRIUM Integration
- CA Catalyst Connector for HP uCMDB
- HP Service Manager Integration
- Universal Help Desk Integration
Connector Integration acceleration services
Each of the following Connector Integration Acceleration Services is supported:
- CA Spectrum® Infrastructure Manager (CA Spectrum)
- CA Application Performance Management
- Project & Portfolio Management
- Network Performance Center
- Oracle Enterprise Manager (OEM) Grid
- CA Automation Suite for Clouds
- Other supported connector Integration
Dozens of connector integrations are available for CA SOI. Your CA Services professional can provide you with a complete list.
Service Desk Integration acceleration services
The CA Service Desk integration with CA SOI leverages the Routing to the Right Resolver (RRR) system. RRR is a unique methodology that enables the enrichment of an enterprise event flow, and the ability to precisely determine the correct resolver to route when a CA Service Desk ticket is raised.
The RRR system can use multiple sources for event flow including, but not limited to: CA Spectrum, CA Application Performance Cloud Monitor, IBM Tivoli and more. Using data contained in the enriched event flow enables you to route an event ticket to the correct individual, team or service for remediation.
CMDB Integration acceleration services
Integration with the CA Service Desk Manager (CA SDM) or CA Configuration Management Database (CA CMDB) is facilitated with the CA SDM connector. The connector queries CA SDM and CA CMDB for information about the object and transmits the information through the connector framework to CA Service Operations Insight for Systems and Networks, where the object data is published to CA Catalyst. The connector can invoke operations such as creating incidents, problems and change orders.
The CA SDM connector provides a repository of CIs and their relationships, which can be used to view CIs impacted by change events.
BMC Remedy Integration acceleration services
When a CA SOI alert or BMC Remedy incident is cleared or other updates occur, the BMC Remedy incident is configured to close automatically when its associated alert is cleared in CA SOI. When an alert is cleared in CA SOI, an automatic incident closure is configured for the status of an associated incident in BMC Remedy.
CA Process Automation is required for automated incident closure. Appropriate licensing is required.
BMC Remedy/ATRIUM Integration acceleration services
Use the BMC Remedy/ATRIUM integration to integrate with BMC Remedy/ATRIUM. The BMC ATRIUM database provides a consolidated and up-to-date view of the processes, users and technologies that comprise your business and IT infrastructure. The BMC Remedy/ ATRIUM integration collects and represents the intricate relationships available in your IT environment and enables you to optimize your IT operation and mitigate operational risks.
HP Service Manager Integration acceleration services
Use HP Service Manager integration to integrate with this help desk. CA Catalyst Connector for HP Service Manager collects the incident, problem, change, contact and interaction CIs from the Service Manager and synchronizes any updates for these objects. The HP Service Manager Connector uses the HP Service Manager web services to communicate with the HP Service Manager.
CA Process Automation is required for automated incident closure. A basic CA Process Automation license is required for proper operation.
CA Catalyst Connector for HP uCMDB acceleration services
Use the HP Universal Configuration Management Database (HP uCMDB) integration to integrate with this database. The CA Catalyst connector for the HP uCMDB provides a reliable view of the components of an IT organization, such as computers, servers, printers and people and shows the relationships among those components.
Key features of this CA Catalyst connector:
- Facilitates effective delivery of business services
- Supports seamless compliance to organizational standards
- Supports integration with other MDRs through Integration Studio
- Tracks CI changes to trace any disruption to services
- Facilitates impact analysis of maintenance or upgrades
Universal Help Desk Integration acceleration services
Use the Universal Help Desk API to integrate with other help desk products. Configure a custom integration with third party help desk products using the Universal Help Desk API. The Universal Help Desk API can interface with help desk products through web services or local calls.