Integration with Ticketing Systems

Combining Service Management and Security Technologies

The key to effective security change automation solution is a combination of an automated workflow and security technologies. Ticketing and helpdesk systems like BMC Remedy Service Desk, HP Service Manager, and CA Service Desk can route requests to security administrators, but since these systems have a limited understanding of security processes and compliance policies, they cannot automate and enhance each of the stages in a security configuration change, from request and design, through implementation and auditing.

Tufin’s SecureChange is a comprehensive security change automation solution that integrates with IT service management solutions to provide:

• A workflow tightly coupled with security and network infrastructure, directory services and compliance policies
• Automated, proactive risk and compliance analysis as an integral part of the change process
• Configuration change advisory to reduce the risk of errors and shorten ticket resolution time
• Separation of duties and enforcement of IT governance
• A comprehensive audit trail with integrated reporting

Out of the Box Integration with BMC Remedy

The SecureChange API supports integration with a number of leading ticketing systems. In addition, it includes an out-of-the-box integration solution for BMC Remedy. SecureChange is a complementary solution to BMC Remedy, and using them together is simple both for the Requestor and the Service Desk Manager. For example, a typical scenario might be:

• A user makes a request for a security change using BMC Remedy Service Desk.
• BMC Remedy Service Desk assigns the incident to SecureChange, either automatically or manually.
• The security administrator uses SecureChange to implement the request rapidly and securely in alignment with security policies. As he or she moves through the process, SecureChange continuously updates BMC Remedy Service Desk about incident status and SLAs.
• When the change is completed, the incident is automatically closed in the Remedy system.

The out-of-the-box integration implements the process flow described in the scenario above. It requires a few hours of installation and configuration by a BMC Remedy administrator. The process and information flow can also be fully customized in a matter of days.