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ITIL :: View topic - Integrating HP Service Desk and Remedy
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Integrating HP Service Desk and Remedy

 
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Peetabix
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Joined: Oct 11, 2005
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PostPosted: Tue Oct 11, 2005 7:25 pm    Post subject: Integrating HP Service Desk and Remedy Reply with quote

Has anyone (maybe from the outsourcing community) had any experience of linking these two service desk systems together to swap tickets/requests and keep the two sides synchronised? If so, how was it done and were there any issues with regard to either ITIL or ISO compliance/audit?
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Mahmoud
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Joined: Oct 08, 2005
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Location: Canada

PostPosted: Sun Oct 16, 2005 6:04 am    Post subject: Re: Integrating HP Service Desk and Remedy Reply with quote

Peetabix wrote:
Has anyone (maybe from the outsourcing community) had any experience of linking these two service desk systems together to swap tickets/requests and keep the two sides synchronised? If so, how was it done and were there any issues with regard to either ITIL or ISO compliance/audit?


Yes I have done this for HP-Canada, between OVSD and ARS, using sd_event and ARS API to insert/update. You have to log each update or insert in a 64k field in OVSD and diray field in ARS system with no issues

Mike
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