21.02 enhancements

Review the BMC Helix Multi-Cloud Broker 21.02 enhancements for features that will benefit your organization and to understand changes that might impact your users.

The following video (2:34) provides an overview of some of the key features in BMC Helix Multi-Cloud Broker version 21.02:

 https://youtu.be/4VI5qTSMEks

Product name changes in BMC Helix Platform, Remedy platform, and Remedy ITSM applications

Consult the following tables for changes to the product and component names starting with version 21.02.

While the product names have changed in 21.02, some instances in the product documentation still refer to the previous product name.

BMC Helix Platform and applications

BMC Helix Innovation Suite for Service Management applications

Starting with version 21.02, Service Management applications run on a single environment named, BMC Helix Innovation Suite. With the new BMC Helix Innovation Suite, we bring together the capabilities of Action Request System and BMC Helix Innovation Studio.

As an Action Request System user, use the Action Request System components and clients. Leverage Service Management applications or build a custom application by using Developer Studio.

As a BMC Helix Innovation Studio user, use the the Service Management applications or build a custom application by using BMC Helix Innovation Studio. 

BMC Helix Innovation Suite provides the following benefits:

• A single-tenant common platform for Service Management applications.

• A shared database between AR System and BMC Helix Innovation Studio.

• A common Foundation data for applications that run on the BMC Helix Innovation Suite. 

• The ability to interoperate between AR System and BMC Helix Innovation Studio. For example, you can call a process defined by using BMC Helix Innovation Studio in AR System. The process is called by triggering a filter written in Developer Studio.

Leverage common Foundation data for Service Management applications

BMC Helix Innovation Suite includes common Foundation data that can be used by Service Management applications, such as BMC Helix Business Workflows , BMC Helix Virtual Agent , BMC Helix ITSM: Change Management, and so on. As an administrator, you can onboard Foundation data or load the data in bulk for the Service Management applications.

The common Foundation data provides the following benefits:

• Creates a single data source for all the service management applications.
• Eliminates the need to perform Foundation data sync from  BMC Helix ITSM to BMC Helix Innovation Studio  applications.
• Eliminates the need to normalize application data.

Integrate BMC Helix ITSM and ServiceNow by using BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM and ServiceNow so that your agents can log and track incidents related to IT services in your organization. You can create a BMC Helix ITSM incident whenever a ServiceNow incident is created, and the converse is true. You can also synchronize data updates and comments between the two incidents.

Learn more about the integration in Synchronizing BMC Helix ITSM incidents with ServiceNow incidents by using BMC Helix iPaaS.

Enhanced integrations by using BMC Helix iPaaS, powered by Jitterbit

In earlier versions of BMC Helix Multi-Cloud Broker, you could integrate BMC Helix ITSM and vendor applications by using BMC Helix Integration Service. Starting with version 21.02, you can integrate BMC Helix ITSM and some vendor applications by using BMC Helix iPaaS that provides out-of-the-box integration templates. Administrators can quickly update the predefined information in the template and then use it to implement an integration.

The following integrations between BMC Helix ITSM and vendor applications are available by using BMC Helix iPaaS:

• DevOps integration between BMC Helix ITSM incidents and Jira issues
• DevOps integration between BMC Helix ITSM change requests and Jira issues
• DevOps integration between BMC Helix ITSM work orders and Jira issues
• DevOps integration between BMC Helix ITSM problem records and Jira issues
• DevOps integration between BMC Helix ITSM known error requests and Jira issues
• DevOps integration between BMC Helix ITSM incidents and Microsoft Azure DevOps work items
• DevOps integration between BMC Helix ITSM change requests and Microsoft Azure DevOps work items
• Integration between BMC Helix ITSM incidents and Azure Monitor alerts
• Integration between BMC Helix ITSM incidents and AWS Support cases
• Integration between BMC Helix ITSM incidents and IBM QRadar offenses
• Integration between BMC Helix ITSM incidents and Salesforce ServiceCloud cases
• Incident brokering between BMC Helix ITSM and Jira Service Desk

The following image shows the Cloud Studio UI where you can access the integration templates and run them:

Support for Microsoft Internet Explorer version 11 is deprecated

As  announced , support for Microsoft Internet Explorer version 11 is now deprecated. We encourage you to switch to other fully supported browsers listed for BMC Helix Innovation Suite in  BMC Solution and Product Availability and Compatibility utility .

For a complete list of BMC products that no longer support Internet Explorer 11, see the  BMC Customer Support Communities page .