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Project

Dispatching service in the Central Bank of the Russian Federation

Customers: Central Bank of Russian Federation

Contractors: BMC Software
Product: BMC Remedy ITSM Suite

Project date: 2016/03  - 2016/09
Number of licenses: 5000

Dispatching service in the Central Bank of the Russian Federation

Implementation of the distributed dispatching service with complex structure of interaction

In the project the model of work of support services at which several standalone servers of BMC ARS Remedy ITSM Suite are integrated by the general interaction logic for incident management processes and configurations is implemented.

Originally the request is always created on the local server of the territorial office (TO) BMC ARS Remedy ITSM Suite. If the request is required to be transferred to other organization which is responsible for providing service to territorial office, employees of the specification appoint a request for another the specification and a request is automatically replicated under the DSO protocol on other specification BMC ARS Remedy ITSM Suite server. At the same time there is not only a registration of a request on other server, but also transfer of maintenance to the public type, and communications on configuration elements. For ordering of interaction between services specifications the scheme of a star is used. At such scheme all options of interaction between the specification are on a centralized basis controlled and at non-execution of conditions of execution of requests between the specification, the central services it is automated obtain about it information.

The implemented transmission schemes of requests provide several options:

  • Complete transfer of management of a request;
  • Transfer of informing on course of execution of a request (maintenance transfer);
  • Return of a request after its solution.
  • In the project the difficult model of interaction considering requirements of the organization of interaction of operational services of the Bank of Russia is used.

The program architecture is implemented on the BMC ARS Remedy 8.1 and 7.6.4 platform. During the project software compatibility between different versions of BMC ARS Remedy was reached. It allowed to exclude interdependence between the specification servers and to simplify operation of the solution.

The project on complex implementation of BMC Software in the Bank of Russia

In the project products from different lines of BMC Software were used:

  • BMC Remedy ITSM Suite;;
  • BMC Remedy Service Request Management (SRM);
  • BMC Proactive Net;
  • BMC Blade Logic.

In the project possibilities of BMC SRM for the organization of a self-service portal by means of which registration of service requests of users and their distribution between incident management systems, works and changes is executed are widely used. BMC Blade Logic is used for accomplishment of run-book of scenarios that allows to unload personnel on service of requests of users.