HEAT/ITSM Integration

HEAT products provide for excellent integration of the individual products. It is possible, for example, to start the installation of software packages from HEAT Service  Management; the packages will be installed with Ivanti DSM.
This documentation explains the steps you must take with Ivanti DSM, so that the different systems can communicate with each other. Refer to the specific information for ITSM/HEAT for further details on the individual product.

Features

From the HEAT or ITSM environment you can …

  • install or reinstall an operating system on a managed computer
  • install, reinstall or uninstall the required software on a managed computer

    • For more information on the DSM settings, open Configuring HEAT/ITSM Integration in this online documentation; alternatively, you can go to the DSMC's Infrastructure view and open the documentation in the HEAT/ITSM Integration section of the configuration table (ICDB) by pressing the F1 tab for the respective setting.

The following applies when you assign software to computers:

  • HEAT Classic and ITSM use different groups of computers for software assignments. In DSM, these groups are displayed as special external ITSM groups in the ITSM OU.
  • HEAT Service Management uses static DSM groups for assignment. They are displayed in the DSMC organization tree in the HEAT OU.

Requirements

Make sure that the HEAT Classic, ITSM 6, ITSM 7, or HEAT Service Management installation is running correctly before installing and configuring HEAT Service Management Integration in Ivanti DSM. These products are different versions of the HEAT platform. The current and recommended version is HEAT Service Management.
Make sure that the FRS Integration Proxy Web Service and the FRS Integration Callback Web Service are available for ITSM 6 (see figure below), for ITSM 7 and HEAT Service Management you need the DSM Integration Service. Refer to the respective product information for details on the requirements and supported platforms you need for installing ITSM/HEAT.

Architecture of the HEAT Classic Integration with DSM

In the DSM architecture, the BL ITSM Integration Web Service is responsible for communication and data exchange with HEAT Classic. This service is installed on the Primary Business Logic Server and receives its orders from HEAT (change, incident) via the DSM.FRS Integration.Connector. This service reports the status of the successful (or failed) installation of the software packages back to HEAT.

Changes to the DSM database (DSMDB) can be sent to HEAT by e-mail. The e-mail is generated automatically and serves as feedback for HEAT, confirming the actions within the DSM products. The system sends an e-mail, for example, as soon as it has executed all policy instances for installing a software package for a HEAT ticket (process).

Architecture of the ITSM 6 Integration with DSM

The DSM architecture provides the BL ITSM Integration Web Service for communication and data exchange with ITSM 6. This service is installed on the Primary Business Logic Server and receives its orders (change, incident) from ITSM via the FRS Integration Proxy Web Service. The service reports the status of the successful (or failed) installation of the software packages back to the FRS Integration Callback Web Service.

Architecture of the ITSM 7 Integration with DSM

The DSM architecture provides the HEAT SM Integration Web Service for communication and data exchange with ITSM 7. This service is installed on the Primary Business Logic Server and receives its orders (change, incident) from ITSM via the DSM Integration Service. The service reports the status of the successful (or failed) installation of the software packages. ITSM 7 Integration supports both the Cloud and On-Premise solution.

Architecture of the HEAT Service Management Integration with DSM

The DSM architecture provides the HEAT SM Integration Service for communication and data exchange with HEAT Service Management. This service is installed on the Primary Business Logic Server and receives its orders (change, incident) from HEAT SM via the DSM Integration Service. The service reports the status of the successful (or failed) installation of the software packages. HEAT Service Management Integration supports both the Cloud and On-Premise solution.