Getting started with BMC Helix Multi-Cloud Broker

BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that enables organizations to effectively manage IT services in a multi-provider cloud environment. It provides out-of-the-box integrations to address multiple service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications. Organizations can efficiently manage IT services multi-provider cloud environments.

The following video (4:35) gives you a brief overview of the product and its offerings:

https://youtu.be/ALEYkBK_qRE

Related topics

BMC Helix Multi-Cloud Broker overview

Configuring BMC Helix Multi-Cloud Broker

Incident brokering from BMC Helix ITSM into third-party applications

DevOps integration between BMC Helix ITSM and third-party applications

Tracking the quality of cloud services by using the BMC Helix Multi-Cloud Broker Dashboard

Solution components and products

The following products are a part of the BMC Helix Multi-Cloud Broker solution:

Important

Jitterbit Harmony API Integration Platform, MuleSoft Anypoint Platform™, and BMC Helix Integration Service are the integration technologies that BMC Helix Multi-Cloud Broker supports. Depending on the integration requirements, BMC Helix Multi-Cloud Broker uses one of these technologies to build a specific integration. Therefore, you require access only to the integration technology that underlies a particular integration between BMC Helix ITSM and other applications that you want to implement.

Product	Description	Reference
BMC Helix iPaaS, powered by Jitterbit	Import, update, and run the out-of-the-box integration templates to enable integrations between BMC Helix ITSM and third-party applications.	BMC Helix iPaaS, powered by Jitterbit
BMC Helix iPaaS, powered by MuleSoft	Import, update, and run the out-of-the-box integration templates to enable integrations between BMC Helix ITSM and third-party applications.	BMC Helix iPaaS, powered by MuleSoft
BMC Helix Integration Service	Easily design and automate event-driven tasks across applications. Important: In future product releases, BMC Helix Integration Service will be used only for BMC-to-BMC integration use cases. BMC Helix Multi-Cloud Broker will continue to support existing connectors and flows based on BMC Helix Integration Service for third-party applications until further update from BMC Product Management. See Product announcements for details.	BMC Helix Integration Service
BMC Helix Innovation Suite	View and configure processes and rules for the out-of-the-box integrations.	BMC Helix Innovation Suite
BMC Helix ITSM: Smart IT	Create and track service desk tickets for multiple cloud providers, and manage change records for DevOps integrations.	BMC Helix ITSM: Smart IT

The following image illustrates the complete BMC Helix Multi-Cloud Broker solution and the components and products that are involved:

BMC Helix Multi-Cloud Broker functionalities

BMC Helix Multi-Cloud Broker provides the following out-of-the-box functionalities:

Integration templates (designed in BMC Helix iPaaS, powered by Jitterbit and BMC Helix iPaaS, powered by MuleSoft) and flows (designed in BMC Helix Integration Service) to enable integrations between BMC Helix ITSM and third-party applications
To get a list of features supported by each integration technology, see BMC Helix Multi-Cloud Broker overview.
A service dashboard interface where you can view the ticket status and service levels of multiple service providers
Support for using custom connectors for integrations via BMC Helix iPaaS, powered by Jitterbit
Support for calculating the risk level of a BMC Helix ITSM change request created from Atlassian Jira Software based on the Development Group, Service metrics, or CI rules defined in BMC Helix Multi-Cloud Broker
Configurable email notifications that deliver information about errors in an integration
Support for mapping custom fields between BMC Helix ITSM and a third-party application for integrations available via BMC Helix Integration Service and BMC Helix iPaaS, powered by MuleSoft

Quick tour

BMC Helix Multi-Cloud Broker user interface offers minimal navigation, configuration options, and task lists. Watch the following video to learn about key elements of the product UI:

For detailed information about BMC Helix Multi-Cloud Broker UI, see Navigating BMC Helix Multi-Cloud Broker.

Frequently asked questions

Can I use BMC Helix Multi-Cloud Broker to integrate two third-party applications?

You can use BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with a third-party application.

For which BMC Helix ITSM ticket types can I implement integrations?

You can use incidents, change requests, work orders, known errors, and problem investigations in integrations.

Can I view the third-party application ticket data in BMC Helix ITSM?

Yes. You can view these details in the third-party application ticket section in a BMC Helix ITSM ticket.

Can I troubleshoot a ticket that is not brokered?

You can use the Error Management console to view the details if a ticket is not brokered.

Learn more

Available integrations	Using BMC Helix iPaaS, powered by Jitterbit to integrate BMC Helix ITSM with third-party applications Using BMC Helix iPaaS, powered by MuleSoft to integrate BMC Helix ITSM with third-party applications Using BMC Helix Integration Service to integrate BMC Helix ITSM with third-party applications
BMC Community	Using MuleSoft as an integration technology for BMC Helix Multi-Cloud Broker Learn about BMC Helix Multi-Cloud Broker
FAQ	FAQ