Configuring ITSM Integration

App Portal / App Broker for ServiceNow 2016

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.

When 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.

Information about ITSM integration is organized in the following topics:

Note • You can also use App Broker for ServiceNow™ to integrate App Portal’s app store features with the ServiceNow service catalog interface. Like App Portal, App Broker for ServiceNow is a universal enterprise app store for desktop, mobile, and cloud applications that enables IT to maintain license compliance while providing automated software delivery. But, instead of using the App Portal end user interface, employees request software directly in the ServiceNow self-service portal. For more information, see Using App Broker for ServiceNow™ .

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