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This documentation supports the 22.1 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

To view an earlier version, select the version from the Product version menu.
BMC Helix Multi-Cloud Broker 22.1 ... Getting started Use cases

IT operations management integration between Azure Monitor and BMC Helix ITSM

BMC Helix Multi-Cloud Broker provides prebuilt integration with Azure Monitor so that you can track the availability, efficiency, and performance of your organization's processes and services from a single console. BMC Helix Multi-Cloud Broker facilitates ticket creation and status updates in BMC Helix ITSM based on the Azure alerts.


Scenario

Scenario

Apex Global has applications developed and deployed in Azure, and they monitor the availability and responsiveness of the applications by using Azure Monitor. Azure Monitor triggers alerts based on the predefined conditions defined in the applications monitoring data. For example, Azure Monitor sends an alert whenever the response time and CPU usage of the applications cross a defined value. BMC Helix Multi-Cloud Broker creates incidents in BMC Helix ITSM when specific Azure alerts are triggered, so that Apex Global can remediate the issue before a service request is raised for the problem.

The following conditions apply to this scenario:

  • Azure monitor sends alerts for high CPU usage by the application.

  • A ticket must be created with BMC Helix ITSM.

Workflow

Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:

ProductUserActionReference

BMC Helix Multi-Cloud Broker

Administrator

Set up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with Azure Monitor.

Creating incidents from Azure Monitor alerts via BMC Helix iPaaS, powered by Jitterbit

BMC Helix Multi-Cloud Broker

Administrator

Set up the required trigger conditions for creating incidents in BMC Helix ITSM.

Creating incidents from Azure Monitor alerts via BMC Helix iPaaS, powered by Jitterbit


Results

After Apex Global performs the tasks to integrate BMC Helix ITSM with Azure Monitor, Azure Monitor alerts are synchronized to BMC Helix ITSM incidents in the following ways: 

  1. Azure Monitor fires alerts when a defined metric crosses a threshold value.
  2. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates a ticket in BMC Helix ITSM.
  3. The BMC Helix ITSM incident displays the incident details in the BMC Helix ITSM: Smart IT console.


Benefits

  • Remediate issues before a service request is raised for the problem
  • Effective ticket management from a single console
  • Easy tracking of ticket data and updates
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Last modified by Anushree Chavan on Oct 11, 2022
itom_integration use_case organizations services tracking availability processes efficiency status_updates alerts

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