SharePoint Solution for Remedy Incident Management - BMC ...

Product: PointPath for
Remedy Incident
Management
Solution: SharePoint selfservice
integration for
Remedy
Solution Overview: Deliver
service desk customers
Remedy incident
capabilities through a
SharePoint portal
Platform: BMC Remedy
environment and Microsoft
SharePoint/Office 2010
Software and Services:
BMC Remedy 7.6.04
Microsoft SharePoint
2010
For more information:
www.PointPath.com
(651) 255-7300
1-800-637-4843
St. Paul, Minnesota
www.PointPath.com
SharePoint Solution for Remedy Incident Management
“PointPath was a natural fit for our requirements. It allowed us to bridge our incident
tracking system with our deployment of SharePoint which allows us to take full advantage
of SharePoint’s capabilities. We will now have an easier means of managing, reporting and
analyzing our incidents by accessing them through SharePoint which will provide value-add
to the service we provide to our customers.”
Business Needs
Jeff Gonzalez—IT Manager, Pitney Bowes
Now that your company has installed BMC Remedy for managing its IT service desk
processes and adopted the collaboration platform of Microsoft SharePoint, it’s time to
think about taking the next step and enable interoperability between both systems.
By combining the IT request management capabilities of Remedy with the personal
productivity power of Microsoft SharePoint you can reduce the time and cost of managing
your enterprise service desk while improving the service delivered to employees and
customers alike.

The foundation of this approach is
PointPath, a partner developed solution
that combines the features of the
SharePoint enterprise portal platform
with Remedy IT service management
process.
By enabling the interoperability be-
tween Remedy and SharePoint,
PointPath provides personalized, cur-
rent, and valuable information to ser-
vice desk customers by means of a sin-
gle point of access where data from
Remedy is integrated with the intuitive
SharePoint interface.
PointPath provides the integration link
between both ecosystems (Remedy and
SharePoint) using SharePoint Business
Connectivity Services (BCS) that can
easily display and consume information
about Remedy service management.
This approach complies with all the
BMC security and connectivity policies
by using the Remedy Mid-Tier and re-
duces the costs associated with the de-
velopment of blended solutions for us-
ers and customers.
This solution backed by end-to-end
support from a BMC and Microsoft
Partner maximizes the investments
that you have made in your BMC and
Microsoft capabilities. To make this
next step, you will need to be running a
BMC Remedy 7.6.04 (or Remedy
OnDemand) environment and Share-
Point 2010. The focus of this solution is
to streamline the interaction between
your service desk clients who are
SharePoint users and Remedy users.
This capability does not replace the
Remedy application for service desk
agents or resolvers but acts as a tool for
service desk customers. With this ap-
proach users no longer need to leave
the familiar interfaces of SharePoint/
Office products while interacting with
the service desk.
Solution
PointPath, LLC has developed a partner
solution which is called PointPath for
Remedy Incident Management.
This cutting-edge solution has been
developed within PointPath, LLC and
enables the integration of your compa-
ny IT request management processes
(ITSM-ITIL Compliant through BMC
Remedy and Microsoft SharePoint)
with the aim of offering a single point
of access for all employees for IT re-
quirements (Service Requests) through
a common SharePoint interface.
The whole solution is based on a BMC
mid-tier web services and SharePoint
BCS to provide a supported and main-
tainable solution while enhancing us-
ers’ productivity and simplifying IT
service request management.
Benefits
With this platform it is easy to manage
users’ IT requirements from a single
point of access.
Combines BMC service desk pro-
cesses with Microsoft collaboration
products (Office & SharePoint)
Service desk customers can work
from a familiar Microsoft interface
without the complexities of con-
necting directly to Remedy
Speeds up business processes
Gets the most out of your Remedy
and SharePoint investment
Use out-of-box list, view, and Web
Part capabilities to consume Reme-
dy information and design Share-
Point pages and applications.
(651) 255-7300
1-800-637-4843
St. Paul, Minnesota
www.PointPath.com
*PointPath and the PointPath logo are trademarks of PointPath, LLC; other trademarks shown are the property of their respective owners.