This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 20.02 from the Product version menu.

Configuring BMC Helix Multi-Cloud Service Management

This section guides you through the process of setting up BMC Helix Multi-Cloud Broker for your organization. As a tenant administrator, you need to complete a few configuration tasks like providing server details, account information, and trigger conditions among others, to start using BMC Helix Multi-Cloud Broker features. These configurations are performed in BMC Helix Integration ServiceBMC Helix Platform, and BMC Helix Multi-Cloud Broker

The BMC Helix Multi-Cloud Broker Quick Configuration Guide takes you through the steps of the configuration process. For the tasks that need to be performed from BMC Helix Integration Service or BMC Helix Platform, the Quick Configuration Guide provides links to launch the appropriate application.

The following figure provides a quick overview of the BMC Helix Multi-Cloud Broker configuration process.



Configuring BMC Helix Multi-Cloud Broker includes setting up vendor data and configuring components such as connectors, flows, and connector targets:

  • Vendor data: A vendor organization is a third-party vendor that provides a service to your organization. To enable ticket brokering, as a tenant administrator, you must specify the details about the vendor organization and the service with which you want to integrate.  BMC Helix Multi-Cloud Broker uses the vendor data and service data to map fields across applications and associate services with the appropriate vendors. You can set up vendor data in BMC Helix Multi-Cloud Broker.
  • Connector: A connector is an integration with a BMC or third-party application, such as Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM), Atlassian JIRA Software, and Slack. Each connector supports a certain number of triggersactions, or both. A connector configuration contains information about the third-party system such as the protocol, server host name, server port, and account details. You can configure Connectors in BMC Helix Integration Service. You might need to configure several connectors for each feature that you want to set up.
  • Flow: A flow is a connection between two connectors that enables you to accomplish a certain task. Each flow has a source application and a target application. A triggering event in the source application will cause an action to take place in the target application.  When setting up BMC Helix Multi-Cloud Broker, as a tenant administrator, you must specify the appropriate trigger conditions and field mapping for each flow. You can configure flows in BMC Helix Integration Service. You might need to configure multiple flows for each feature that you want to set up.
  • Connector Target: BMC Helix Multi-Cloud Broker defines processes to call vendor application specific actions to perform different business functions. When triggered by using a rule, a process uses the actions defined to implement the business logic for a given business case. The process is associated with a Connector Target which provides the process with the information required to connect to a vendor service.

    The Connector Target configuration includes Configuration and Account Name details of the connector. These details are available in the connector configuration in BMC Helix Integration Service.

Setting up BMC Helix Multi-Cloud Broker requires procedures to be performed in BMC Helix Integration Service, BMC Helix Platform, and BMC Helix Multi-Cloud Broker.

BMC Helix Multi-Cloud Broker features

The following table describes the features that you can configure with your cloud service provider.

FeatureDescriptionReference
Incident Brokering

The Incident Brokering feature facilitates efficient service management by integrating ITSM with cloud service providers (for example AWS). 

When a service desk agent creates an incident in ITSM, BMC Helix Multi-Cloud Broker creates a corresponding ticket with the appropriate cloud service provider (for example AWS). 

Incident brokering is supported for the following vendors:

  • AWS
  • Salesforce Service Cloud
  • ITSM

For an overview of this feature, see Incident brokering.

For information about configuring this feature, see:

Ticket Consolidation

The Ticket Consolidation features facilitate consolidation of vendor tickets into ITSM.  A corresponding ticket is created in ITSM when an incident is created in the cloud service provider's ticketing system.

Ticket consolidation is supported for the following vendors:

  • Salesforce Service Cloud
  • Jira Service Desk
  • ITSM

For an overview of this feature, see Consolidation of tickets from vendor applications into BMC Helix ITSM.

For information about configuring this feature, see:

DevOps Implementation

DevOps Implementation features aim at addressing the challenge of integrating tools used by the IT operations teams and those used by development teams in a DevOps environment.

BMC Helix Multi-Cloud Broker helps integrate ITSM with tracking tools such as Atlassian Jira or CA Agile Central. 

DevOps implementation is supported for the following tools:

  • Jira
  • CA Agile Central
  • Azure DevOps

For an overview of this feature, see DevOps integration.

For information about configuring this feature, see:

IT operations management integrations for cloud monitoring (Notification)

IT operations management integrations for cloud monitoring provides integration with IT operations management (ITOM) vendors. It enables you to track the availability, consistency, reliability and quality of your services.

IT operations management integrations for cloud monitoring is supported for the following tools:

  • TrueSight Operations Management
  • Azure Monitor

For an overview of this feature, see IT operations management integrations for cloud monitoring

For information about configuring this feature, see:

Cloud Service DashboardThe Cloud Service Dashboard enables tracking of status and view metrics for all the services. 

For an overview of this feature, see Cloud Service Dashboard.

For information about configuring the Cloud Service Dashboard, see Setting up the Service Dashboard.

SecuritySecurity integration with IBM QRadar enables you to manage offenses in ITSM to service that risk with its ticket management platform.For an overview of this feature, see
Enabling prebuilt integration with IBM QRadar.

Where to go from here

Complete the Performing preconfiguration tasks.

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