This topic contains a scenario in which an event occurs in the environment, the impact of the event is calculated, and a data-enriched incident is created so that it can be properly assigned. Both the incident and the impact on business services have appropriate executive visibility and add data to problem management processes. When the incident is resolved, monitoring tools confirm the closure of the events.
Products involved
Following are the primary products involved in this use case:
- BMC Atrium CMDB
- Service Assurance
- BMC Performance Manager Portal
- BMC ProactiveNet Performance Management
- BMC Transaction Management Application Response Time (BMC TM ART)
- Integration for BMC Remedy Service Desk (IBRSD)
- Service Support
- BMC Remedy IT Service Management, including BMC Asset Management and BMC Service Desk
Prerequisites
- An asset inventory scan has been run and the data has been synchronized with the CMDB.
- BMC Transaction Management Application Response Time is integrated with BMC Atrium CMDB.
- BMC Transaction Management Application Response Time is integrated with BMC ProactiveNet Performance Management.
- BMC Performance Manager Portal is integrated with BMC Atrium CMDB.
- BMC Transaction Management Application Response Time or BMC Performance Manager Portal is configured to send performance data to BMC ProactiveNet Performance Management.
- Transaction and service model CIs, and impact relationships between the business service and activities, are set up in the service model.
- A service policy has been set up in Integration for BMC Remedy Service Desk.
Data prerequisites
- A discovery product discovers CIs, populates them in the CMDB, and reconciles to BMC.ASSET.
- A discovery product discovers impact relationships and put them in the CMDB.
Technical use case
- An out-of-compliance event is detected and an exception is generated.
- Depending on your configuration, one of the following actions occurs:
- BMC Transaction Management Application Response Time sends the event to BMC ProactiveNet Performance Management.
- BMC Performance Manager Portal sends the event to BMC ProactiveNet Performance Management via Impact Integration Web Services (IIWS).
- BMC Transaction Management Application Response Time or BMC Performance Manager Portal sends performance data to BMC ProactiveNet Performance Management.
- BMC ProactiveNet generates intelligent events from the data.
- The impact of the event on CIs and business services is computed by BMC ProactiveNet Performance Management, based on the service model that was defined.
Overview
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