BMC Remedy + ServiceNow
Connect BMC Remedy and ServiceNow to Unify Your IT Service Management
Automate incident, change, and problem management workflows across both ITSM platforms — no manual data entry required.
Why integrate BMC Remedy and ServiceNow?
BMC Remedy and ServiceNow are two of the most widely deployed IT service management platforms in the enterprise, and plenty of organizations run both — whether during a migration, across separate business units, or inside a multi-vendor IT environment. Keeping incidents, changes, problems, and service requests in sync between the two systems matters for operational continuity, SLA compliance, and accurate reporting. Integrating BMC Remedy with ServiceNow via tray.ai removes the data silos and manual handoffs that slow IT teams down and introduce expensive errors.
Automate & integrate BMC Remedy & ServiceNow
Use case
Bi-Directional Incident Synchronization
When a high-priority incident is created or updated in BMC Remedy, tray.ai automatically reflects those changes in ServiceNow, and vice versa. Fields like priority, assignee, status, and resolution notes stay in sync in real time, so both platforms always display consistent data. This matters most for organizations running parallel ITSM instances across business units or during a migration.
Use case
Automated Change Request Coordination
Change requests initiated in BMC Remedy can be automatically mirrored as change tickets in ServiceNow, with all relevant details — risk level, affected CIs, approval status, and scheduled windows — transferred accurately. Approval workflows in one system can trigger corresponding notifications or approvals in the other, so governance processes are respected across both platforms. This is particularly useful when different teams own change management in different systems.
Use case
Problem Management Record Bridging
When a problem record is raised in either BMC Remedy or ServiceNow, tray.ai creates a linked counterpart in the other system and keeps root cause analysis notes, workaround documentation, and resolution status in sync. Problem managers on either platform get full visibility into investigation progress, and reporting stays consistent across both ITSM environments.
Use case
Service Request Fulfillment Handoffs
Service requests submitted through ServiceNow's service catalog can be automatically routed to BMC Remedy when fulfillment teams work inside Remedy, and vice versa. tray.ai maps catalog item fields to Remedy request forms, triggers fulfillment workflows, and updates the originating ServiceNow request with progress and completion status — bridging the gap between end-user portals and back-end fulfillment teams on different platforms.
Use case
CMDB and Asset Data Synchronization
Configuration items and asset records maintained in BMC Remedy's CMDB can be synchronized with ServiceNow's CMDB so both platforms reflect the same infrastructure inventory. tray.ai can run scheduled syncs or trigger updates on change events, mapping CI attributes, relationships, and lifecycle states between the two data models. Consistent CMDB data reduces the risk of incidents and changes being managed against outdated configuration information.
Use case
SLA Breach Alerting and Escalation
tray.ai can monitor ticket SLA timers across both BMC Remedy and ServiceNow and trigger escalation workflows when thresholds are approaching or breached. Alerts go to management in either system, Slack, email, or other communication channels — so the right people are notified regardless of which platform the ticket originated in. This closes the gap for organizations where SLA ownership spans multiple ITSM tools.
Use case
Managed Service Provider Ticket Exchange
Enterprises that outsource IT functions to MSPs often end up with the internal team in ServiceNow and the MSP in BMC Remedy, or the reverse. tray.ai automates ticket exchange between both organizations' ITSM instances — passing incident details, updates, and resolution information securely, without manual email or phone handoffs. That cuts resolution times and creates a clear audit trail across both platforms.
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BMC Remedy & ServiceNow Challenges
What challenges are there when working with BMC Remedy & ServiceNow and how will using Tray.ai help?
Challenge
Divergent Data Models and Field Mapping Complexity
BMC Remedy and ServiceNow use fundamentally different data schemas, terminology, and picklist values for the same ITSM concepts. Priority levels, category taxonomies, status workflows, and CI relationship models all differ between the two platforms, making direct field mapping error-prone and brittle without a solid transformation layer.
How Tray.ai Can Help:
tray.ai's visual data mapper and built-in transformation functions let you define precise field-level mappings between Remedy and ServiceNow schemas, handle picklist value translations, and apply conditional logic to manage edge cases. Those mappings are version-controlled and easy to update as either platform evolves, without touching custom code.
Challenge
Preventing Infinite Update Loops in Bi-Directional Sync
When synchronizing records bi-directionally between two ITSM platforms, a change in System A triggers an update in System B, which then fires a webhook or poll event back to System A — creating an infinite loop of updates that floods both systems with redundant API calls and can corrupt data.
How Tray.ai Can Help:
tray.ai has built-in deduplication and loop-prevention mechanisms, including the ability to write and check sync tokens or timestamps on records before processing an update. Workflows can skip updates that originated from the integration itself, so only genuine user-initiated changes propagate across systems.
Challenge
Authentication and API Security Across Enterprise Boundaries
Connecting BMC Remedy and ServiceNow often means authenticating with systems in different network zones — sometimes across organizational boundaries in MSP scenarios. Managing credentials, handling token refresh, and transmitting sensitive ticket data securely between systems is a real operational headache.
How Tray.ai Can Help:
tray.ai's credential management system securely stores and manages authentication tokens for both BMC Remedy and ServiceNow, handling OAuth token refresh automatically. All data in transit is encrypted, and tray.ai supports IP allowlisting and other enterprise security controls to meet the requirements of cross-organizational integrations.
Challenge
Handling Schema Differences During ITSM Migration
Organizations migrating from BMC Remedy to ServiceNow need to keep both systems operational and consistent for an extended period while historical data, open tickets, and active workflows move across. Schema changes in either system during that window can break integration logic and cause data loss or duplication.
How Tray.ai Can Help:
tray.ai workflows use modular, reconfigurable steps that let you update field mappings and transformation logic quickly when schemas change. tray.ai's error handling and alerting surfaces integration failures caused by schema changes immediately, with enough context to resolve the issue before it affects live ticket data.
Challenge
Reconciling Historical and Duplicate Records
When integrating two mature ITSM platforms, both typically contain years of historical ticket data. Figuring out which records already exist in both systems, avoiding duplicate creation, and correctly linking related records across platforms requires matching logic that goes well beyond simple ID lookups.
How Tray.ai Can Help:
tray.ai workflows can implement multi-attribute matching logic — combining ticket number, external reference fields, creation timestamps, and subject text — to reliably identify existing records before creating new ones. Unmatched records get routed to a review queue for human validation, preventing mass duplication while still automating the vast majority of synchronization work.
Start using our pre-built BMC Remedy & ServiceNow templates today
Start from scratch or use one of our pre-built BMC Remedy & ServiceNow templates to quickly solve your most common use cases.
BMC Remedy & ServiceNow Templates
Find pre-built BMC Remedy & ServiceNow solutions for common use cases
Template
Bi-Directional Incident Sync: BMC Remedy ↔ ServiceNow
This template monitors for new and updated incidents in both BMC Remedy and ServiceNow and synchronizes fields — including priority, status, category, assignment group, and resolution notes — between the two platforms in real time. Deduplication logic prevents update loops, and field mapping handles differences in terminology and picklist values between the two systems.
Steps:
- Trigger on new or updated incident in BMC Remedy or ServiceNow via webhook or polling
- Check for an existing linked record in the opposite system using external reference fields
- Map and transform field values to match the target system's data model and picklist options
- Create a new record or update the existing one in the target system
- Write the cross-system ticket ID back to both records to maintain the linkage
Connectors Used: BMC Remedy, ServiceNow
Template
Change Request Mirror: Remedy to ServiceNow
This template automatically creates a corresponding change request in ServiceNow whenever a new change is logged in BMC Remedy, carrying over all essential attributes — change type, risk level, affected configuration items, planned start and end times, and approver information. Status updates and approvals in Remedy propagate to the ServiceNow record, keeping both change management teams aligned.
Steps:
- Trigger when a new change request is created or reaches a specific stage in BMC Remedy
- Transform Remedy change type and risk field values to ServiceNow equivalents
- Create the change request in ServiceNow with all mapped attributes and affected CI references
- Monitor for approval status changes in Remedy and update the ServiceNow record accordingly
- Notify relevant approvers or change managers in ServiceNow when action is required
Connectors Used: BMC Remedy, ServiceNow
Template
Problem Record Bridge: ServiceNow to BMC Remedy
When a problem is identified and logged in ServiceNow, this template creates a linked problem record in BMC Remedy for teams that manage investigations on that platform. Root cause analysis updates, workaround notes, and known error status stay in sync between both records, so all stakeholders have full visibility regardless of their ITSM tool.
Steps:
- Trigger on new problem record creation in ServiceNow
- Extract problem details including description, affected services, and linked incidents
- Create a corresponding problem record in BMC Remedy with mapped field values
- Set up ongoing sync to propagate root cause analysis and workaround updates to both systems
- Close both records simultaneously when the problem is resolved in either platform
Connectors Used: ServiceNow, BMC Remedy
Template
CMDB Configuration Item Sync: Remedy to ServiceNow
This template runs scheduled or event-driven synchronization of configuration item records from BMC Remedy's CMDB to ServiceNow's CMDB, so both platforms share consistent asset data. It handles attribute mapping, relationship data, and CI lifecycle states, and flags discrepancies for review rather than overwriting data blindly.
Steps:
- Trigger on a scheduled interval or when a CI is created or modified in BMC Remedy
- Retrieve full CI record including attributes, relationships, and lifecycle state
- Search for a matching CI in ServiceNow using asset tag or CI name as the key
- Create or update the ServiceNow CI record with transformed attribute values
- Log any mapping conflicts or missing CIs to a review queue for manual resolution
Connectors Used: BMC Remedy, ServiceNow
Template
MSP Ticket Exchange: ServiceNow to BMC Remedy
Built for enterprises with managed service providers, this template automates the forwarding of specific incident categories from ServiceNow to a partner organization's BMC Remedy instance. It handles secure data transfer, field mapping between organizational schemas, and return propagation of resolution updates from Remedy back into the originating ServiceNow ticket.
Steps:
- Trigger when a ServiceNow incident is assigned to an MSP assignment group
- Extract incident details and apply field mapping rules for the MSP's Remedy schema
- Create a new incident in the MSP's BMC Remedy instance via API
- Store the Remedy ticket number in a custom field on the ServiceNow record
- Poll or listen for resolution updates in Remedy and push status and notes back to ServiceNow
Connectors Used: ServiceNow, BMC Remedy
Template
SLA Breach Escalation Across Both ITSM Platforms
This template monitors open tickets in both BMC Remedy and ServiceNow for approaching SLA deadlines and triggers multi-channel escalation workflows when thresholds are crossed. Escalation actions can include updating ticket priority, reassigning to a senior queue, and sending notifications via email or Slack to the relevant managers in both organizations.
Steps:
- Poll both BMC Remedy and ServiceNow on a scheduled basis for open tickets nearing SLA breach
- Calculate remaining SLA time against defined warning and breach thresholds
- Trigger escalation logic — update priority, reassign, and flag the ticket in both systems
- Send notifications to relevant managers via email, Slack, or Microsoft Teams
- Log escalation events to a reporting dataset for SLA performance analysis
Connectors Used: BMC Remedy, ServiceNow