This documentation supports the 21.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

To view an earlier version, select the version from the Product version menu.

IT operations management integrations for cloud monitoring

BMC Helix Multi-Cloud Broker provides integration with IT operations management (ITOM) vendors such as TrueSight Operations Management and Azure Monitor to create incidents in BMC Helix ITSM to track the availability, consistency, reliability and quality of your services.

Cloud monitoring for TrueSight Operations Management

TrueSight Operations Management delivers end-to-end performance monitoring and event management. It uses AIOps to dynamically learn behavior, correlate, analyze, and prioritize event data so that IT operations teams can predict, find and fix issues faster. TrueSight Operations Management monitors the availability of your applications and generates events if any asset is unavailable or compromised. BMC Helix Multi-Cloud Broker creates incidents in BMC Helix ITSM whenever an event is triggered. 

Currently, the following features are supported:

  • Incidents are created in BMC Helix ITSM based on the events.
  • Events are updated in TrueSight Operations Management based on updates to BMC Helix ITSM incident.
  • TrueSight Operations Management event information is displayed in the Smart IT interface.

Cloud monitoring for Azure monitor

BMC Helix Multi-Cloud Broker enables you to monitor your Azure resources by receiving the Azure alerts metadata through the webhook option. BMC Helix Multi-Cloud Broker currently supports Metric alerts and Activity log alerts monitoring data.  BMC Helix Multi-Cloud Broker receives the Azure alerts metadata (JSON) and creates incidents in BMC Helix ITSM based on the set of flows, connectors, and connector targets, or the integration templates and third-party application data that you configure in BMC Helix Multi-Cloud Broker.

Currently, the following features are supported:

  • Incidents are created in BMC Helix ITSM based on the Azure alerts.
  • Incidents are updated in Azure Monitor based on updates to BMC Helix ITSM incident.
  • Azure alerts or events information is displayed in the Smart IT interface.

Using BMC Helix Multi-Cloud Broker with Remedy Mid-Tier

You can integrate BMC Helix Multi-Cloud Broker with ITOM vendors without using Smart IT.  Instead of the Smart IT console, you can use Remedy Mid-Tier to view incidents. If you are using Remedy Mid-Tier, you cannot view the third-party application ticket details. However, you can view the work logs to verify that tickets are being brokered.

Components used to create tickets

BMC Helix Multi-Cloud Broker uses connectors, flows, and processes to create BMC Helix ITSM tickets from monitoring service notifications. Whenever the monitoring service fires notifications, the flow created between Azure Alerts connector and Multi-Cloud connector is triggered and BMC Helix Multi-Cloud Broker receives the ticket details. From BMC Helix Multi-Cloud Broker, the data is passed on to ITSM using the process defined in BMC Helix Innovation Suite. 

The following image shows the components that you can configure:


The out-of-the-box configuration requires minimal changes for most scenarios. As an administrator, you can customize the configuration based on your organization's requirements.

How incidents are consolidated into BMC Helix ITSM

A BMC Helix ITSM incident is created when an Azure alert is fired and meets the trigger condition defined in the flow.

The following image illustrates how BMC Helix Multi-Cloud Broker uses connectorsflows, and processes when a third-party application ticket is created:

Where to go from here

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