Configuring ITSM Integration

App Portal includes out-of-the-box integration, via web services, with both ServiceNow and BMC Remedy IT Service Management (ITSM) systems. You can also use App Portal’s built-in reusable framework to integrate with other ITSM systems.

By integrating App Portal with your ITSM system, you are unifying your app store with your service desk. This enables you to leverage your established ITSM approval workflows and procedures. It also enables you to present to your employees a common portal for all service requests, a single place to request both applications and IT services. This encourages easier adoption and eliminates the need for additional training.

When ITSM integration is set up, whenever specified actions occur in App Portal (such as when a request is submitted), tickets in the attached ITSM system can be automatically opened or closed, or the status of a ticket can be reported on. Notations of these actions are recorded in both App Portal and the ITSM system. You can also embed the App Portal interface within the ServiceNow interface, giving your users an even more integrated experience.

Note:You can use App Portal’s out-of-the-box catalog items to directly request a Box, Office 365, or Salesforce account from the vendor. However, you can also set up a cloud catalog item to generate a request in an ITSM system for account creation in Box, Office 365, or Salesforce. For more information, see “Creating Cloud Catalog Items to Request Box, Office 365, and Salesforce Access Using ITSM System” in the App Portal / App Broker Administration Guide.

Note:You can also use App Broker for ServiceNow or App Broker for BMC to integrate App Portal’s app store features with the ServiceNow or BMC MyIT service catalog interfaces. When you integrate ServiceNow or BMC MyIT with App Broker, instead of using the App Portal end user interface, employees request software directly in the ITSM system’s self-service portal. For more information, see “Using App Broker for ServiceNow” and “Using App Broker for BMC” in the App Portal / App Broker Administration Guide.

Information about ITSM integration is organized in the following topics:

•

Connecting to ServiceNow or BMC Remedy and Creating Default Operations

•

Setting ITSM Actions on Catalog Items

•

Viewing ITSM Notations in App Portal and ITSM System

Note:You can also integrate with another ITSM system and manually add and configure default operations, as described in Integrating With Another ITSM System in the App Portal 2021 R1 Configuration Guide.