Description

This integration enables you to forward downtimes (also known as outages) from APM to Service Manager, and from Service Manager to APM. The downtime defined in APM triggers events that create incidents in Service Manager, and requests for change in Service Manager are converted to downtimes in APM.

The downtime integration between APM and Service Manager includes information exchanges in both of the following directions:
  • Service Manager > APM. When you create a downtime RFC (request for change) in Service Manager, the RFC includes the CI that is under change and a start and end date/time of the downtime. If you do not want to waste effort with false alarms in your operations center, and do not want to have these times included in service availability reports, you can set up the integration so that these RfCs are translated to downtimes in APM.

In this scenario, you install and set up a downtime adapter on your CMDB (whether you are working with a UCMDB central CMS, or with RTSM). The RFC creates a planned downtime CI in the CMDB, and the adapter sends the planned downtime CI to APM to create a downtime.

  • APM > Service Manager. When you define downtimes using APM (for example, every Monday and Saturday from 8:30 PM-9:30 PM), in order to proactively support end users, the help desk should be aware of such operational downtimes. After you set up the integration, downtimes in APM trigger events that create corresponding incidents in Service Manager.

In this scenario, when a downtime starts, APM generates an event. Using the event forwarding mechanism, the event generates an incident in Service Manager. When the downtime ends, an event is sent to close the downtime incident.

General

Leading Product:
APM (BSM)


Secondary Product:
Universal CMDB

3/5/2019

Support Matrix

  Universal CMDB
APM (BSM)
SupportedSupported (see comments)Not Supported