Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 3 2/9/2015 Version 1.3, AppLink Restricted W: www.applink.de AppLink Company Information
• Founded 2001 as a privately held company with
headquarter in Hamburg, Germany • Focus on Consulting (HP BSM, BMC Remedy, ServiceNow) & Enterprise Management Connectors • > 60 licenses sold for CLIP • > 30 customers for CLIP worldwide • HP EMAP Partner (Gold Level)
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 44 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de CLIP for HP BSM Customers (excerpt)
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 5 2/9/2015 Version 1.3, AppLink Restricted W: www.applink.de Appink partnership HP EMAP Partner (Gold Level)
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 66 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Combined Event & Incident Process
CLIP : Closed Loop Incident Process
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 77 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Architecture • CLIP is a Web application written in Java running in a Tomcat servlet engine • NO Software has to be installed on HP BSM, ServiceNow or BMC Remedy Servers • CLIP uses Web Services / Java API for communication • No groovy script used • CLIP can be installed on BMC Remedy, ServiceNow, HP BSM or dedicated system
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 88 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Manual & Automatic Submission • Manual & Automatic Event Submission − OMi / NNMi events matching filter are forwarded automatically − Manually selected OMi / NNMi events can be forwarded by operator (OMi / NNMi: "Transfer Control to …" ) • Configurable Incident Creation Available OMi Event attributes include: • annotation • object • application • originating server • assigned User / Group • priority • automatic action / user action • related ci • category / subcategory • severity • cause / symptom • solution • custom attributes • state • description • title • node • type Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 99 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Forward Synchronization
Forwarding of OMi event changes for these attributes:
− description − added or modified annotations − solution − custom attributes: insertions and − title modifications − assigned user / assigned group − mapping available for • Priority • Severity • State
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 10 10 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Forward Synchronization - cause
• Clip reflects TBEC cause/symptom relationship in Remedy /
ServiceNow • TBEC correlation can happen after incident creation
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 11 11 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Backsync of Incident Changes
OMi "Forwarding" Tab / NNMi
"Notes" displays summary info about synchronized incident and allows to open incident via Hyperlink
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 12 12 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Backsync of Incident Changes (2) Incident Changes can modify these OMi event attributes:
− Annotations − Severity − Custom Attributes − Solution − State (e.g. close event) − Title − Description − Priority
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 13 13 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Backsync of Incident Changes (3) Incident Changes can modify these NNMi event attributes:
− Notes − Severity − State (e.g. close event) − Assignment
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 14 14 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Clip Web User Interface
• Status of all integrations • Incidents • Submit • Configuration • Miscellaneous
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 15 15 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Clip Web User Interface
• Status of all integrations • Incidents • Submit • Configuration • Miscellaneous
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 16 16 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Features: Clip Web User Interface
• Status of all integrations • Incidents (Details) • Submit • Configuration • Miscellaneous
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 17 17 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Installation & Platform Support • Clip for HP BSM V5 Target Support Matrix − HP OMi 9.x / 10.x (Windows / Linux – all available platforms ) − HP NNMi 9.x (Windows / Linux – all available platforms ) − BMC Remedy ARS 7.x / 8.x (all available Platforms) − ServiceNow Release Family „Berlin“, „Calgary“, „Dublin“, „Eureka“ and „above“ • Clip for HP BSM on RHEL − Is available as an RPM package and runs as a RHEL service • Clip for HP BSM on Windows − Is installed by an Installation Wizard and runs as a Windows Service
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 18 18 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Configuration: HP BSM OMi
Create an OMi "Connected Server"
• Name • Description • RemedyLink Server Name • Event Web Service URL • Event Forwarding info: − User − Password − Port − Protocol • Drilldown URL • Incoming Request − User − Password
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 19 19 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Configuration: Clip
• Clip is configured via XML File
• For an HP OMi – BMC Remedy Integration, configure − One OMi Target − One BMC Remedy Target • RemedyLink ships with Demo Form and Demo Config
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 20 20 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Configuration: Remedy OOTB Demo Form To use Clip out of the box with the BMC Remedy Demo Form
• Install the Clip Software
• In OMi, configure a „Connected Server“ that points to your Clip system and a Forwarding Rule • On the Clip System, adapt Server Names & User Credentials in the XML Demo Configuration of the OMi / ARS Demo Targets • The BMC Remedy Demo Form & Filters are uploaded into the BMC Remedy AR System
• Login to Clip Web interface (admin/admin) to review
synchronized events
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 21 21 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Software, Patches & Documentation
• How to get Software & Patches • Licensing
− Go to http://www.applink.de/ − CLIP comes with „instant-on“ − Login (requires registration) license valid for 60 days for − Click „Downloads“ Link in User evaluation menu − Each integration requires a − Download software separate license − Patches provided as WAR files
• How to get Documentation • Contact
− Go to http://www.applink.de/ − WWW: use „contact us“ link − Login (requires registration) on http://www.applink.de/ − Email: [email protected] − Click „Downloads“ Link in User menu − Phone: +49 (172) 4178569
− Download User & Admin Guide
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 22 22 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de Support
• How to get Support • When to get Support
− Email to: [email protected] − Mon.-Fr. 9.00am – 5.00pm CET − Phone: +49 (40) 22611505 − Except on german national holidays
Error Classification and Fix Time
Error Acknowledge Error Level Fix Time Classification Time
1 Critical 4 hrs Asap
2 Serious 4 hrs 14 days
3 Medium/low 24 hrs Next Release
Applink GmbH Alsterdorfer Str. 381B 22297Hamburg, Germany 23 23 2/9/2015 2/9/2015 Version 1.2, Version 1.3, AppLink AppLink Restricted Restricted W: www.applink.de
