Leveraging integration technologies to integrate BMC Helix ITSM and third-party applications
BMC Helix Multi-Cloud Broker uses different integration technologies to help you integrate BMC Helix ITSM with third-party applications. An integration technology provides configurable components that connect two applications and help to transfer real-time data between them. By using an integration technology, you can connect applications that are deployed in an on-premises, a cloud, or a hybrid environment.
An integration technology benefits your organization by providing fast and reliable data synchronization, enabling easy access to ticket data, enabling effective time management, and improving business processes.
By using BMC Helix Multi-Cloud Broker, you can leverage the following integration technologies for your integrations:
Supported integration features
The following table lists the third-party applications that you can integrate with BMC Helix ITSM and the corresponding integration technologies:
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| Third-party application name | Integration technology used | Integration value | Reference |
|---|---|---|---|
| AppDynamics | BMC Helix iPaaS, powered by Jitterbit | Log and track events that occur in a monitored application in BMC Helix ITSM. Agents can access and work on the events directly from BMC Helix ITSM. | Creating incidents from AppDynamics alerts via BMC Helix iPaaS, powered by Jitterbit |
| Atlassian Jira Software | BMC Helix iPaaS, powered by Jitterbit | Log and track issues or tickets related to the development of a product in both, BMC Helix ITSM and Jira. Agents can access and work on the issues irrespective of the application in which the issues are created. | Synchronizing incidents with Jira issues via BMC Helix iPaaS, powered by Jitterbit |
Synchronizing change requests with Jira issues via BMC Helix iPaaS, powered by Jitterbit | |||
| Synchronizing work orders with Jira issues via BMC Helix iPaaS, powered by Jitterbit | |||
| Creating Jira issues from problem records via BMC Helix iPaaS, powered by Jitterbit | |||
| Creating known errors from Jira issues via BMC Helix iPaaS, powered by Jitterbit | |||
| BMC Helix iPaaS, powered by MuleSoft | Log and track issues or tickets related to the development of a product in both, BMC Helix ITSM and Jira. Agents can access and work on the issues irrespective of the application in which the issues are created. | Synchronizing incidents with Jira issues via BMC Helix iPaaS, powered by MuleSoft | |
| Synchronizing change requests with Jira issues via BMC Helix iPaaS, powered by MuleSoft | |||
| AWS Support | BMC Helix iPaaS, powered by Jitterbit | Broker BMC Helix ITSM incidents as AWS Support cases and get real time updates about the case. | Creating AWS cases from incidents via BMC Helix iPaaS, powered by Jitterbit |
BMC Helix Integration Service | Broker BMC Helix ITSM incidents as AWS Support cases and get real time updates about the case. | Creating AWS incidents from BMC Helix ITSM incidents via BMC Helix Integration Service | |
| BMC Helix Remedyforce | BMC Helix Integration Service | Log and track service desk, self-service, or inventory management requests. Agents can resolve these issues as incidents in BMC Helix ITSM. | Synchronizing incidents with BMC Helix Remedyforce tickets via BMC Helix Integration Service |
| BMC Truesight Operations Management | BMC Helix Integration Service | Log and track issues from Truesight Operations Management related to performance monitoring or event management. Agents can resolve these issues as incidents in BMC Helix ITSM. | Creating incidents from TrueSight Operations Management events via BMC Helix Integration Service |
| IBM QRadar | BMC Helix iPaaS, powered by Jitterbit | Log and track security or infrastructure threats in your organization. Agents can work on and resolve these threats as incidents in BMC Helix ITSM. | Creating incidents from IBM QRadar SIEM offenses via BMC Helix iPaaS, powered by Jitterbit |
| BMC Helix Integration Service | Log and track security or infrastructure threats in your organization. Agents can work on and resolve these threats as incidents in BMC Helix ITSM. | Creating incidents from IBM QRadar SIEM offenses via BMC Helix Integration Service | |
| Jira Service Management | BMC Helix iPaaS, powered by Jitterbit | Log and track requests related to application development and management to deliver more customer impact and accelerate critical development work. Agents can work on the requests from both BMC Helix ITSM and Jira Service Management, and resolve them. | Synchronizing incidents with Jira Service Management service requests via BMC Helix iPaaS, powered by Jitterbit |
| BMC Helix Integration Service | Log and track requests related to application development and management to deliver more customer impact and to accelerate critical development work. Agents can work on the requests from both BMC Helix ITSM and Jira Service Management, and resolve them. | Synchronizing incidents with Jira Service Management tickets via BMC Helix Integration Service | |
| Microsoft Azure DevOps | BMC Helix iPaaS, powered by Jitterbit | Log and track any application development requests or issues, and collaborate with agents easily. Agents can work on the requests or issues from both BMC Helix ITSM and Azure DevOps. | Synchronizing incidents with Azure DevOps work items via BMC Helix iPaaS, powered by Jitterbit |
Creating change requests from Azure DevOps work items via BMC Helix iPaaS, powered by Jitterbit | |||
| BMC Helix iPaaS, powered by MuleSoft | Log and track any application development requests or issues, and collaborate with agents easily. Agents can work on the requests or issues from both BMC Helix ITSM and Azure DevOps. | Synchronizing incidents with Azure DevOps work items via BMC Helix iPaaS, powered by MuleSoft | |
| BMC Helix Integration Service | Log and track any application development requests or issues, and collaborate with agents easily. Agents can work on the requests or issues from both BMC Helix ITSM and Azure DevOps. | Synchronizing incidents with Azure DevOps work items via BMC Helix Integration Service | |
Creating change requests from Azure DevOps work items via BMC Helix Integration Service | |||
| Microsoft Azure Monitor | BMC Helix iPaaS, powered by Jitterbit | Log and track alerts related to your applications and services, and improve their availability and performance. Agents can work on the alerts from BMC Helix ITSM and resolve them. | Creating incidents from Azure Monitor alerts via BMC Helix iPaaS, powered by Jitterbit |
| BMC Helix Integration Service | Log and track alerts related to your applications and services, and improve their availability and performance. Agents can work on the alerts from BMC Helix ITSM and resolve them. | Creating incidents from Azure Monitor alerts via BMC Helix Integration Service | |
| Multiple instances of BMC Helix ITSM | BMC Helix Integration Service | Log and track incidents in your or a third-party instance of BMC Helix ITSM, and synchronize the incidents. Agents can access and work on these incidents irrespective of the BMC Helix ITSM instance from which the incident is created. | Synchronizing incidents with vendor BMC Helix ITSM incidents via BMC Helix Integration Service |
| Rally Software (formerly known as CA Agile Central) | BMC Helix Integration Service | Log and track defects or tasks related to a project in Rally Software from BMC Helix ITSM incidents. Agents can work on and close the defects or tasks. | Creating Rally Software issues from incidents via BMC Helix Integration Service |
| Salesforce Service Cloud | BMC Helix iPaaS, powered by Jitterbit | Log and track user service requests as incidents in BMC Helix ITSM and cases in Service Cloud, and synchronize the tickets. Agents can work on the requests irrespective of the application through which they are created, and provide their resolutions. | Synchronizing incidents with Service Cloud cases via BMC Helix iPaaS, powered by Jitterbit |
| BMC Helix iPaaS, powered by MuleSoft | Log and track user service requests as incidents in BMC Helix ITSM and cases in Service Cloud, and synchronize the tickets. Agents can work on the requests irrespective of the application through which they are created, and provide their resolutions. | Synchronizing incidents with Service Cloud cases via BMC Helix iPaaS, powered by MuleSoft | |
| BMC Helix Integration Service | Log and track user service requests as incidents in BMC Helix ITSM and cases in Service Cloud, and synchronize the tickets. Agents can work on the requests irrespective of the application through which they are created, and provide their resolutions. | Synchronizing incidents with Service Cloud cases via BMC Helix Integration Service | |
| ServiceNow ITSM | BMC Helix iPaaS, powered by Jitterbit | Log and track service requests or product development requests in BMC Helix ITSM or ServiceNow ITSM. Agents can work on the requests from both applications, get real-time updates about the progress, and resolve them. | Synchronizing BMC Helix ITSM incidents with ServiceNow incidents via BMC Helix iPaaS, powered by Jitterbit |
| Splunk | BMC Helix iPaaS, powered by Jitterbit | Log and track Splunk alerts related to business operations in your organizations in BMC Helix ITSM. Agents can work on the alerts from BMC Helix ITSM and resolve them. | Creating incidents for Splunk alerts via BMC Helix iPaaS, powered by Jitterbit |
| xMatters | BMC Helix iPaaS, powered by Jitterbit | Log and track incidents in BMC Helix ITSM that create alerts in xMatters. Agents can work on the incidents which in turn updates the xMatters alerts. | Creating xMatters events for incidents via BMC Helix iPaaS, powered by Jitterbit |
To view the comparison between the supported integration technologies, see Features supported by integration technologies.
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