Enabling Proactive Service Resolution

Organizations rely on incident management to get visibility into disruptions of their normal service operations. However, without automation, these incidents need to be created, updated, and upon the restoration of normal service behavior, resolved or closed to completion. Automation saves the time and effort invested in such repetitive incident management tasks and can help improve the turnaround time for resolving incidents.

Proactive Service Resolution is an end-to-end solution that integrates BMC Helix Operations Management with supported trouble ticket management or IT service management systems to create trouble tickets or incidents for critical events, automatically. 

The automated integration bridges the gap between operations and service desks and enables you to proactively manage the IT infrastructure risks that can impact the performance of your applications or services.

By using Proactive Service Resolution, you can integrate the event management solution, BMC Helix Operations Management, with trouble ticket management systems, such as BMC Helix for CSP or ServiceNow Telecommunications and Media Assurance Workflows and create tickets for qualifying events automatically. BMC Helix Intelligent Automation also supports creating incidents for qualifying events in BMC Helix IT Service Management (ITSM)

Overview

When an event of a critical severity is generated in BMC Helix Operations Management, a predefined event policy gets triggered in BMC Helix Operations Management. This triggers an automation policy in BMC Helix Intelligent Automation. A trouble ticket or an incident gets created in the trouble ticket or IT service management system configured in BMC Helix Intelligent Automation and an information event is created inBMC Helix Operations Management. The information event contains the ticket or incident details and is updated every time the ticket or incident is updated.

The following figure provides an overview of the process:

Products involved

The following table provides information about the products involved and the role of each product. 

ProductRole

BMC Helix Operations Management

Collects metrics and generates events for your IT infrastructure in case any problems occur.

BMC Helix Intelligent Automation

Automates the process of creating and updating trouble tickets for critical events and creates an information event for the ticket.
  • BMC Helix for CSP
  • ServiceNow Telecommunications and Media Assurance Workflows

Supported trouble ticket management systems.

  • BMC Helix ITSM
  • ServiceNow Incident Management

Supported IT service management (ITSM) systems.

  • BMC Helix Configuration Management Database
  • ServiceNow Configuration Management Database
Supported products for Level 2 (L2): Infrastructure-based service resolution.

BMC Helix Discovery

Supported products for Level 3 (L3): Infrastructure-based service resolution with BMC Helix ITSM and BMC Helix Configuration Management Database.

For more information about the supported versions of these products, see System requirements


Proactive Service Resolution levels

Proactive Service Resolution supports the following levels:

Level 1 (L1): Event-based service resolution

With event-based service resolution, for every critical severity events or alarms, a TMF-621 trouble ticket or an incident is created in the supported trouble ticket management or IT service management systems by using the event details. The trouble ticket can be of a case or incident type. 

For L1, only BMC Helix Operations Management and the supported trouble ticket management or ITSM systems are required.

Level 2 (L2): Infrastructure-based service resolution

With infrastructure-based service resolution, for every critical severity event, a TMF-621 trouble ticket or an incident is created along with the impacted configuration item (CI). If CI details are unavailable in the event, or not specified in the solution, a ticket or an incident is created without associating any CI.

For L2, the trouble ticket management or ITSM systems must be integrated with a Configuration Management Database (CMDB). 

Level 3 (L3): Infrastructure-based service resolution

With infrastructure-based service resolution, for every critical severity event, an incident is created along with the impacted configuration item (CI) and the impacted service details.

If CI and impacted service details are unavailable in the event, or not specified in the solution, an incident gets created without associating any such information.

For L3, BMC Helix ITSM must be integrated with a Configuration Management Database (CMDB) and BMC Helix Discovery. 


The following table lists the tasks that you need to perform to enable Proactive Service Resolution depending on the ticket or incident management system that you use:

Supported productsActionReference
  • BMC Helix ITSM
  • ServiceNow Incident Management

Configure Proactive Service Resolution for IT service management system 

Configuring Proactive Service Resolution for incidents

OR

  • BMC Helix for CSP
  • ServiceNow Telecommunications and Media Assurance Workflows

Configure Proactive Service Resolution for the trouble ticket management system of your choice 

Configuring Proactive Service Resolution for TMF-compliant trouble tickets


BMC Helix Support webinar

Watch the following webinar (26:14) to learn about how to automate service management by using Proactive Service Resolution: 

Webinar: ITOM - Proactive Service Resolution For Automatic Incident Management

Video contents

00:00Introduction
1:51Agenda
4:23

Proactive Service Resolution

6:12

Levels of incidents

8:20

Examples

9:39

Life without Proactive Service Resolution 

11:42

Lifecycle of an event

12.52

BMC Helix Intelligent Automation

14:01

Advantages of BMC Helix Intelligent Automation

16:05

Demo

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