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 overview

When organizations move to a cloud environment, they might face the challenges of processing data between different applications or managing multiple user tickets efficiently. BMC Helix Multi-Cloud Broker offers a range of flexible integrations that support your day-to-day business activities. 

With these integrations, you can broker, consolidate, and manage tickets between BMC Helix ITSM and third-party applications. In addition, you can view the third-party application ticket details in BMC Helix ITSM, and view the latest updates from agents directly in the tickets. 

Example

Allen, an administrator in Apex Global, consolidates high priority Salesforce Service Cloud cases in BMC Helix ITSM as incidents. The agents work on these cases from their primary application, BMC Helix ITSM. Any updates that agents make to these cases and incidents are shared between Service Cloud and BMC Helix ITSM for ease of tracking.

BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that provides the following benefits:



Important

For the supported features to work successfully, BMC Helix Multi-Cloud Broker 22.1 version requires BMC Helix ITSM 22.1 version.

The following video (2:06) gives you a brief overview of the integration offerings that BMC Helix Multi-Cloud Broker provides:

Watch the Youtube video about Overview of integration offerings by BMC Helix Multi-Cloud Broker



Product roles

BMC Helix Multi-Cloud Broker aims to simplify the tasks for the following user roles:

Role

Responsibility

BMC Helix ITSM user roles

Service desk agent

Create incident and problem tickets for services by using BMC Helix ITSM: Smart IT.

Change manager

Create and manage change requests by using BMC Helix ITSM: Smart IT.

Work order manager

Create and manage work order by using BMC Helix ITSM: Smart IT.

BMC Helix Multi-Cloud Broker user roles

BMC Helix Multi-Cloud Broker administrator

Use out of the box integration templates or flows to run an integration. When using BMC Helix Integration Service, an administrator can also create their own flows.

BMC Helix Multi-Cloud Broker service owner

View service levels for service providers and monitor the ticket status for multiple service providers.

Developer

When using BMC Helix Integration Service, a developer can create custom connectors and flows for services that are not provided out of the box.



Product features

BMC Helix Multi-Cloud Broker provides multiple product features. These features are available via different integration platforms that BMC Helix Multi-Cloud Broker uses to help you integrate BMC Helix ITSM with third-party applications.

FeatureDescriptionReference
DevOps integration

Integrate the tools used by development teams into the overall change process and governance that the IT organization mandates.

DevOps integration between BMC Helix ITSM and third-party applications
Incident brokeringManage multiple service desk management issues when working in an IT environment with a multi-cloud, multi-provider setup. Incident brokering from BMC Helix ITSM into third-party applications
Ticket consolidationManage tickets across multiple cloud providers in one integrated service desk or directly collaborate with multi-cloud providers to efficiently troubleshoot and resolve issues.Consolidation of tickets from third-party applications into BMC Helix ITSM
NotificationUse pre-built integrations with cloud monitoring tools to evaluate and monitor your network resources and automatically create incidents in BMC Helix ITSM. Cloud monitoring and notification management via integrations between BMC Helix ITSM and IT operations management tools
Cloud service dashboardTrack response and resolution time for multiple service providers. Check information about how many incidents were raised for a given time period, what was the response time for the incidents, and how many were resolved within the defined SLA. Tracking the quality of cloud services by using the BMC Helix Multi-Cloud Broker Dashboard
SecurityUse the pre-built integration IBM QRadar Security Information and Event Management (SIEM) to automatically create incidents in BMC Helix ITSM whenever a security offense is generated in IBM QRadar SIEM. Data security management via integrations between BMC Helix ITSM and third-party applications

Comparison of features supported by integration technologies

The following table lists the available integration features and the support BMC Helix iPaaS, powered by Jitterbit, BMC Helix iPaaS, powered by MuleSoft, and BMC Helix Integration Service provides for these features:

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Third-party application nameType of integration

BMC Helix iPaaS, powered by Jitterbit

BMC Helix iPaaS, powered by MuleSoft

*BMC Helix Integration Service

ALM OctaneDevOps Integration(tick)(error)(error)
AppDynamicsNotification(tick)(error)(error)
Atlassian Jira Software
  • Ticket consolidation
  • DevOps Integration
(tick)(tick)(tick)
AWS SupportIncident brokering(tick)(error)(tick)
BMC Helix Remedyforce
  • DevOps Integration
  • Ticket consolidation
(error)(error)(tick)
BMC Truesight Operations ManagementNotification(error)(error)(tick)
DynatraceNotification(tick)(error)(error)
IBM QRadarSecurity(tick)(error)(tick)
Jira Service ManagementDevOps Integration(tick)(error)(tick)
Microsoft Azure DevOpsDevOps Integration(tick)(tick)(tick)
Microsoft Azure MonitorNotification(tick)(error)(tick)
Multiple instances of BMC Helix ITSM
  • Incident brokering
  • Ticket consolidation
(error)(error)(tick)
PagerDutyNotification(tick)(error)(error)
Rally Software (formerly known as CA Agile Central)DevOps(error)(error)(tick)
Salesforce Service Cloud
  • Incident brokering
  • Ticket consolidation
(tick)(tick)(tick)
ServiceNow ITSMIncident brokering(tick)(error)(error)
SolarWindsNotification(tick)(error)(error)
SplunkNotification(tick)(error)(error)
xMattersNotification(tick)(error)(error)

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.

To learn more about the scope of this product, see Product announcements.


Product licensing and files

Access to BMC Helix Multi-Cloud Broker and its features is subscription-based. You must also have BMC Helix ITSM and one of the BMC Helix iPaaS services to run the BMC Helix Multi-Cloud Broker Service. For detailed information about licensing terms, see BMC Helix Multi-Cloud Broker service Open link .

Product files that you need to implement integrations are hosted on the Electronic Product Distribution Open link site.


Learn more

Refer to the following table to learn more about the product:

Goal

Reference

Where do I begin?

Getting started

How do I achieve value with BMC Helix Multi-Cloud Broker?

Use cases

Where do I start setting up the product?

Setting up and going live

Where do I find information about resolving issues related to the product?

Troubleshooting

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