just as an FYI - At a breakfast meeting a few weeks ago, a prominent BMC representative mentioned that it would be a wise decision to NOT upgrade to 8.0 until SP1 is released shortly thereafter.
----- Original Message ----- From: "Carl Wilson" <[email protected]> To: [email protected] Sent: Wednesday, September 12, 2012 4:00:14 PM Subject: Re: Integrating 2 or more remedy systems and non remedy systems ** Hi, the Hub and Spoke technology is designed primarily for "Global" overviews and to centralise request consoles from multiple systems - drilling down from the Hub takes you into the Spoke record. There are a number of applications that still run locally on the Spoke servers, including SLM/SRM, etc - so this will not help in SLM syncing as the request in-fact stay on the Spoke servers to meet data restrictions policies. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jason Miller Sent: 12 September 2012 20:49 To: [email protected] Subject: Re: Integrating 2 or more remedy systems and non remedy systems ** That will make things much more interesting. That part is beyond my experience. I have never had the requirement to sync SLAs in a large distributed environment. In the Help Desk 6 system I referred to the time lag was surprising small (and there was an intermediate Remedy system between mine and many of the others). Of course there are a number of variables that factor into to this so maybe I was just really lucky :) Will you be in a position to upgrade to ITSM 8 when it comes out? There is a new Hub and Spoke technology that will be available that may help. (David referenced it on 3/5 to the List and it is published on a non-BMC web site so at this point I think mentioning it is fair game ( http://wwrug12.com/breakouts.html ) Continuing with what is currently available... Are you talking about all SLAs or just some? Are they things like resolved in x days or responded to in x minutes? I think the approach will depend on how many SLAs are being synced and how time sensitive they are. Is it at all possible to have a single authoritative system that attaches SLA as requests work through the system? It seems to me that there is just too much complexity trying to pass SLA data between different systems. Likewise I think it would be pretty large initiative to configure each system's SLAs exactly the same and keep them that way (to give the illusion SLA data is synced). And even then you have time inconsistencies between attached SLAs on different systems. What about SLA notifications? I don't think you would want a breached SLA to trigger a notification from each system? Just briefly thinking about this I think the best bet is to keep the SLA server centralized. You may need to propagate a few types of SLA records out to the other servers so the SLA indicators work correctly in the UI but really just for display purposes (still assuming this is BMC's ITSM). Are all of these Remedy systems identical? If they are and there is a need for a really large number of forms/records/objects to be synchronized I am wondering if a DB synchronization technology would be more appropriate? Jason _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
