This documentation supports the 19.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 19.05 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 Service Management 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 Service Management features. These configurations are performed in BMC Helix Integration ServiceBMC Helix Platform, and BMC Helix Multi-Cloud Service Management

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 Remedy ITSM with cloud service providers (for example AWS). 

When a service desk agent creates an incident in Remedy ITSM, BMC Helix Multi-Cloud Service Management 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
  • Remedy ITSM

For an overview of this feature, see Incident brokering with BMC Helix Multi-Cloud Service Management.

For information about configuring this feature, see:

Ticket Consolidation

The Ticket Consolidation features facilitate consolidation of vendor tickets into Remedy ITSM.  A corresponding ticket is created in Remedy 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
  • Remedy ITSM

For an overview of this feature, see Ticket consolidation with BMC Helix Multi-Cloud Service Management.

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 Service Management helps integrate Remedy ITSM with tracking tools such as Atlassian Jira or CA Agile Central. 

DevOps implementation is supported for the following tools:

  • Jira
  • CA Agile Central

For an overview of this feature, see DevOps integration with BMC Helix Multi-Cloud Service Management.

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.

Cloud Monitoring

Cloud monitoring facilitates evaluation, monitoring, and management of your cloud-based services.

As a Multi-Cloud tenant administrator, you can set up integration between BMC Helix Multi-Cloud Service Management and Azure Monitor to create incidents in Remedy ITSM based on different Azure Alerts such as Metric alerts and Activity log alerts.

For information about configuring Azure Monitor, see Enabling integration with Azure Monitor.

BMC Helix Multi-Cloud Service Management setup

The BMC Helix Multi-Cloud Service Management 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 Service Management configuration process.


Configuring BMC Helix Multi-Cloud Service Management 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 Service Management 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 Service Management.
  • 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 Service Management, 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 Service Management 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 Service Management requires procedures to be performed in BMC Helix Integration Service, BMC Helix Platform, and BMC Helix Multi-Cloud Service Management.

Complete the following tasks to enable integration with your cloud service provider.

Where to go from here

Complete the Performing pre-configuration tasks.

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