Contents:
1. The Introduction
2. Where is the truth?
3. How to find a way out?
4. How it works?
5. The conclusion 
6. Links

1. The Introduction

There are a lot of organisations which possess in their stocks great amount  of similar or diverse software. Logical explanation of  this software  "zoo" is the Aspiration aspiration of each service in the company to receive for their needs the most optimal in their opinion (or in opinion of the contractor) software. And of course the desire of the software companies to achieve a profitable market Microsoft (Project, Team Foundation Server), Hewlett Packard (Service desk, Mercury), IBM Rational etc. Eventually the question whow to structure components to gain one's ends?. This article describes one of the way to organize an interaction of two various systems to achieve a common goal.

2. Where is the truth?

Let's consider more concrete case. Imagine an organization that is a consumer of it`s own product. In such an organization is necessarily a division of software development and probably, a customer service. Each division use various software products:

• Programming Department - IBM Rational ClearQuest to manage requests for change, recording defects, problem formulation, etc.;
• Customer Service - HP Service desk to receive requests for services, the organization works on them, etc.

In the fullness of time for the introduction of the new tool, organization processes and management services selected large facilities. The processes are set, on thier base prepared numerous documents, established reporting formats that show the activity and effectiveness of the systems. Employees enjoy  their soft when the period  of adaptation passed all programs works really well.
But where is a bottleneck? Ofcourse, the consumer is not always  protected. Often, seeing the error, the user is unable to determine what is really going on. The program cannot be connected? Probably it is necessary to call service, because network does not work, and there is a possibility that an error is in the programe itself.

3. How to find a way out?

The most logical way is to organise the general dispatching service which will take requests from customers. Having polling instructions, Manager at the initial stage may  identify problem and a service to which request relates, or to solve   the problem in situ.  We have tried to release users from the problem of adressing their applications, so we have maked it all in the servise of the demands acceptance. Our programmers work in the ClearQuest, but the customer service Service desk. So on a surface there is three possibilities of solving the problems:

1. Initiate work on the adaptation processes in the system HP Service desk and to organise transition of developers from IBM Rational ClearQuest.
2. Also it is possible to organise reverse process, i.e. to adapt processes of services in the IBM Rational ClearQuest system and to organise transition of service with HP Service desk.
3. To organise for the dispatcher of a demands acceptance access to HP Service desk system, and to IBM Rational ClearQuest system.
   

First two points it is for the most courageous and purposeful companies, because  since the big means and human resources have been spent for the organisation of both processes. It is very difficult to refuse from already adjusted processes and to spend again clear quantity of resources for adaptation of processes which cannot probably improve work or at least provide the same level of work in new system.
Last point seems to be the most simple for realisation, but it at first sight. Firstly, it is necessary to train the dispatcher of a demands acceptance how to use both systems (HP Service desk and IBM Rational ClearQuest). Secondly, on a workplace it will be established two systems, so they need separate licences for work of each system. Thirdly, it will be very difficult to organise correct registration process of demands, i.e. at the initial stage it will be difficult to identify correctly the demand and to register it in the necessary system. Well, and in the situation if it will be necessary to translate the demand for some reasons from department of developers in service department in this case the dispatcher should transfer the information on the demand manually. In the fourth, even if perfection is formed, the identification of problems which continue to provide accurate identification of the recipient's mistakes in order to obtain information on the status of the application by mistake dispatcher will still maintain its own database and numbering, in which he will celebrate all the incoming requests and their placement in different systems.

Drawing 1. Where an application to register?

Apparently, it is difficult to determine the correct path of the situation. Usually they try to used one of first two points, thus leaves a lot of time, money and nerves at attempt to force in one system all necessary aspects.  But would be more correctly to leave both systems to work further in a usual mode and provide automatic process of information’s exchange between them. Process should be so clear that its presence users of both systems, basically, should not feel. Exchange process also should not influence already existing processes, and should not deform the formed reporting on each of systems. Company "CM-Consult" has developed the decision for maintenance of these problems on integration of two systems: HP Service desk and IBM Rational ClearQuest.

4. How does it work?

This integration presents itself as a goal - unification of the capacity of the two different systems, HP Service desk, and IBM Rational ClearQuest to make the changes in these systems. In the integration, only two external add-ons:

1. The package cmc_sdnotify - which was developed by the "CM-Consult"  company, The package forms a directory service in the IBM Rational ClearQuest, which describe the behavior of the system depending on the conversion of records IBM Rational ClearQuest.
2. Module ClearQuest Mail Reader - an application developed by CM-Consult, for receiving and processing e-mail messages for a system of IBM Rational ClearQuest. The main difference from the standard module mail reader - it is working with attachments, and the possibility of organizing via email change the Recording IBM Rational ClearQuest.
   

The idea is the integration is to provide a single point of entry for the registration and tracking of requests from interested people. As the demands acceptance system has been chosen HP Service desk system. It was chosen because the company where they use the HP Service desk system, dispatchers are already prepared and connected with this programs and the only thing that is necessary to make, is a few correct questionnaires under new requirements.
Interaction of systems shown in the picture below.

Drawing 2. Interaction of systems

As it is shown in the figure, the application is registered in the system of HP Service desk by manager who receives the requests.
Application registered on the basis of the questionnaire and was appointed a necessary service Depending on the specific service, the application should be handled by staff who work in the IBM Rational ClearQuest system, and they forme the post message on a special mail box. 

Using ClearQuest Mail Reader the message is processed and a new record in the IBM Rational ClearQuest, although in this file they copie all the information on the application and all attachments that were attached to the application in the HP Service desk .When  the application is moved into the IBM Rational ClearQuest, it starts to processed on the life cycle, which is provided by the system.

Throughout the life cycle of an application package cmc_sdnotify in HP Service desk send messages that promote the appropriate application to the HP Service desk, already in its life cycle. It is clear that the state files IBM Rational ClearQuest and HP Service desk applications will not be the same. Using the same package cmc_sdnotify  helps to match state records of these systems.

5. The conclusion 

This type of integration shows only one possible approach in the organization of interaction of HP Service desk, and IBM Rational ClearQuest. This approach involves the organization receiving inquiries from interested people by using one of HP Service desk.  The system of HP Service desk is used here not only to organize the work of service, but also as a repository of all incoming requests, which you can always know the status of any application, regardless of what system it is processed. This approach does not affect the already established work, as the service of both services and software development.

6. Links

• Hewlett Packard OpenView Service Desk and ClearQuest integration
• ClearQuest alternative mail reader
• Solutions and Sevices
• Success Stories
• Portfolio. Our projects and customers
• About rational-tools.info and CM-Consult company

Tags: change request, clearquest, consulting, designer, hewlett packard, ibm, management, open view, service, service desk, software, solutions, Add more tags...,

or Close