Integrations

Question: What integrations are available in BigFix Service Management?

Answer: The BigFix Service Management Integration Engine, an integration service within BigFix Service Management, which allows integration with any system that exposes REST APIs.

Question: Is integration with Identity Access Management solutions possible in BigFix Service Management?

Answer: Yes, it is possible, provided that the external system exposes APIs for BigFix Service Management to consume.

Question: What is BigFix Service Management Integration Engine?

Answer: BigFix Service Management Engine is a native integration service to integrate BigFix Service Management with other endpoints. It does the following:

• Exposes RESTful APIs (application programming interfaces) for external systems to interact with BigFix Service Management
• Transforms data between BigFix Service Management and external systems, ensuring compatibility and adherence to data standards
• Handles authentication, authorization, and security protocols
• Manages data mapping and synchronization rules

Question: How is the Integration Architecture employed?

Answer: The BigFix Service Management Integration Engine is an integral part of BigFix Service Management and connects it to external applications and systems. All transactions, i.e., requests and responses between BigFix Service Management and the external applications, pass through the BigFix Service Management Integration Engine.

Following are some key tenets of BigFix Service Management Integration Engine:

• BigFix Service Management Integration Engine is a native integration service and is licensed based on the number of connectors used. Please refer pricelist.
• The effort of integration falls within the scope of professional services.

Question: Can BigFix Service Management be integrated with email?

Answer: Yes, the application can be integrated with an email to configure notifications.

Question: Can BigFix Service Management be integrated with Asset Management and Inventory Systems?

Answer: BigFix Service Management can be integrated with Asset and Inventory systems. However, the capability to integrate with a system depends upon the integration requirements & overall integration design.

Question: Does BigFix Service Management offer integration with discovery, event management, and alert monitoring tools?

Answer: Yes, BigFix Service Mana segment supports integration with various third-party discovery, monitoring, and event management tools. Alerts or events generated by these tools can automatically trigger incidents within BigFix Service Management based on defined thresholds and routing rules.

In addition, the platform includes its own native agentless discovery capability, enabling automatic detection of assets and configuration items without requiring agent deployment. It also seamlessly integrates with BigFix’s agent-based discovery for deeper and more granular visibility into endpoints, offering customers flexible and robust options for asset and configuration management.

Question: Which service management modules can be integrated with HCL BigFix Service Management?

Answer: All modules required by delivery to support operations can be integrated with HCL BigFix Service Management. This includes, and is not limited to processes such as incident, problem, change, service request, and configuration management.

Question: Do we need to onboard a customer’s entire user base onto HCL BigFix Service Management in case of integration?

Answer: One of the many benefits of integrating with BigFix Service Management is that the entire user base does not need to be onboarded. This helps avoid cultural change for the user base.

Question: Does HCL BigFix Service Management support unidirectional and bidirectional integration?

Answer: Yes, BigFix Service Management supports both unidirectional and bidirectional integrations seamlessly.

Question: How are status, priority, and group assignments handled during integrations?

Answer: Status, priority, and group assignment scenarios along with all other applicable integration use cases are thoroughly discussed, documented, and agreed upon during the field mapping discussions. This includes mutual agreement and dedicated project time for a comprehensive review.

Question: What are the typical activities involved in integrating an external service management system?

Answer: The typical activities involved in integrating an external service management system with BigFix Service Management include:

• API communication: Establishing endpoints, handling payloads, and implementing authentication mechanisms.
• Data mapping and transformation: Ensuring compatibility between the data structures of external service management system and HCL BigFix Service Management
• Error handling and logging: Implementing robust mechanisms to manage exceptions and track integration performance
• Testing and validation: Thoroughly testing the integration to ensure that it meets functional and non-functional requirements
• Deployment: Migrating code from non-production to production environments

Question: What are the pre-requisites for a customer to establish an ITSM system integration with HCL BigFix Service Management?

Answer: Below are the pre-requisites for an external ITSM system to establish integration with BigFix Service Management:

• External ITSM system must support RESTful API-based integration using POST method
• Availability of APIs (acceptance and transfer of ticket data) with credentials of external ITSM system
• Ability to exchange data with HCL BigFix Service Management using a standard JSON payload format
• Ability to expose APIs for over the internet to establish connectivity with BigFix Service Management
• Ability to support one of the authentication mechanisms – Basic, API Key or JSON Web Token (JWT) Authentication
• Ability to incorporate an error handling mechanism to manage data exchange errors between the two systems, ensuring seamless inbound and outbound connections

Question: Will the professional services support with BigFix Service Management integrations?

Answer: Yes, professional services for HCL BigFix Service Management will support with all the activities involved in establishing integrations between HCL BigFix Service Management and any other external systems.