Integration with BMC Helix ITSM

This topic provides information about the BMC Helix Operations Management with BMC Helix ITSM. This integration provides Proactive Service Resolution (PSR) for your applications or services. To know more about the PSR level 1 (L1) and level 2 (L2) use cases, see L1 use case - Viewing incident details in the Helix Operations Management console and L2 use case - Viewing enriched incident details in the Helix Operations Management console.
Related topic

Creating ServiceNow incidents from BMC Helix Operations Management events s

PSR bridges the gap between the operations and service desks and enables you to proactively manage the IT infrastructure risks that can impact the performance of your applications or services. With PSR, you can integrate event management with incident management with a reduced human effort. This transforms infrastructure events into related infrastructure incidents. PSR enables your organization to achieve a higher availability of your applications and key business services through near real-time collaboration between operations and the service desk.

For BMC Helix Operations Management PSR integration, the following is mandatory:

  • BMC Helix Operations Management and BMC Helix ITSM must be registered to BMC Helix Integration Service.
  • BMC Helix Operations Management must be configured in the Integration Studio. For more information, see  Adding or updating a configuration .

For this, you must register BMC Helix Operations Management and BMC Helix ITSM to BMC Helix Integration Service.

What happens after you register BMC Helix Operations Management to BMC Helix Integration Service?

Immediately after BMC Helix Operations Management is registered to BMC Helix Integration Service, one of the following scenarios occurs:

  • If the Predefined Policy for Incident notification policy is not configured in BMC Helix Operations Management, the policy is automatically created and enabled. This policy is configured with severity as CRITICAL.
  • If the Predefined Policy for Incident notification policy is configured in the system, but is not enabled, the policy is automatically enabled.
  • If the Predefined Policy for Incident notification policy is configured in the system and is enabled, the system uses this policy for PSR integration.
  • If multiple notification policies for incident are configured and enabled, the system processes incidents only according to the Predefined Policy for Incident notification policy.
    You can edit the Predefined Policy for Incident notification policy and change the event severity. However, ensure that you do not change the policy name when you edit it.

For more information about editing the notification policy, see Configuring event policies.

For more information about the involved products and the required versions for the integration, see  Proactive Service Resolution with BMC Helix Integration Service

For more information about setting up the integration, see  Setting up Proactive Service Resolution to enable automatic incident management .

Where to go from here

For more information about the L1 use case, see L1 use case - Viewing incident details in the Helix Operations Management console.

For more information about the L2 use case, see L2 use case - Viewing enriched incident details in the Helix Operations Management console.





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Comments

  1. Jon Thomas

    Can we also please add a link to the integration with ServiceNow through Helix iPaas (https://docs.bmc.com/docs/IntegrationPlatform/creating-servicenow-incidents-from-bmc-helix-operations-management-events-966503899.html)?

    Apr 14, 2021 02:19
    1. Mukta Kirloskar

      Hi,

      The link is added in the master space and will be available once this space is published. Closing the comment here.

      Thank you.

      May 19, 2021 12:13