Orientation

Quick overview

Organizations are rapidly moving their businesses to the cloud, and this adoption provides some challenges along with the advantages. BMC Helix Multi-Cloud Service Management enables organizations to ease some of the challenges related to working in a multi-cloud, multi-provider environment.

BMC Helix Multi-Cloud Service Management is an add-on offering for Remedy IT Service Management that provides:

Collaborated, automated, incident brokering to enable organizations to address some of the service management challenges they encounter when using services from multiple cloud providers
DevOps Integration features to enable DevOps teams to integrate their agile development tools for effortless collaboration between development and operations teams
Cloud Service Dashboard to enable cloud owners to review the performance and status of cloud-service providers to make necessary decisions for the smooth functioning of all cloud services.
Tailoring options to enable developers to create end-to-end connector flows for service providers or applications not provided out of the box.

Out-of-the-box connectors and flows developed by using next-generation technology, enable BMC Helix Multi-Cloud Service Management to connect:

On Premises or OnDemand Remedy IT Service Management applications to third-party ticketing applications for automated ticket brokering.
Multiple agile development tools so that DevOps teams can work at their own pace using their own tools and still integrate into the overall IT change process.

Product roles

BMC Helix Multi-Cloud Service Management primarily aims at simplifying tasks for the following roles:

Remedy IT Service Management and Smart IT compatibility

The following image describes the versions of Remedy ITSM and Smart IT that are required with BMC Helix Multi-Cloud Service Management in this version.

Product features

Key features of BMC Helix Multi-Cloud Service Management include:

Collaborated, automated, incident brokering

The Incident Brokering feature enables organizations to manage multiple service desk management issues when working in a hybrid IT environment with a multi-cloud, multi-provider setup, organizations face multiple issues.

Organizations can:

Redirect user issues to the appropriate technology provider — With multiple service providers with varied systems, integration points, and approaches to managing custom issues user interaction can be inefficient. The Incident Brokering feature provides predefined conditions that directs issues created by users to the appropriate technology provider. By using the out-of-the-box connectors and flows, ticket data is sent to the technology provider, and relevant data is updated on the Smart IT user interface.
Sync issue data between Smart IT and cloud service provider service desk — When Service Desk agents create the user issue with the service provider support and need to manually collaborate with them to track progress of the tickets. Even with email updates, visibility on the progress of tickets is limited, especially to users raising the issue. Issue information from both users and technology providers is updated at both ends, so both parties have visibility into the progress of issue. It also highlights needed information so users and technology providers can take required action.
Track ticket resolution data for performance evaluation — The issue information available from the service providers can be used to track SLA targets and the service resolution efficiency. This information enables organizations to review the data to make educated decisions about future engagement with the service provider.

Out-of-the-box incident brokering flows are available for:

Amazon Web Services
Service Cloud for Salesforce
Atlassian Jira
CA Agile Central

For more information about incident brokering with BMC Helix Multi-Cloud Service Management, see Incident brokering with Multi-Cloud Service Management.

For more information about the configuration, see Configuring BMC Multi-Cloud Service Management.

DevOps integration

Many organizations are moving to the DevOps model for faster, and more efficient releases. DevOps teams can use the tools provided by BMC Helix Multi-Cloud Service Management to go beyond IT Service Management and extend these capabilities into the DevOps operations.

BMC Helix Multi-Cloud Service Management enables DevOps and IT Management teams to work seamlessly, giving developers the flexibility to use their own tools and still integrate into the overall change process and governance that the IT organization mandates. If an organization uses multiple instances of Atlassian Jira, BMC Helix Multi-Cloud Service Management enables organizations to integrate these multiple instances of JIRA with a single instance Remedy with Smart IT to manage tickets for all the instances.

BMC Helix Multi-Cloud Service Management provides out-of-the-box flows to integrate multiple agile development tools like Atlassian Jira, CA Agile Central with Remedy with Smart IT. The flows provided enable:

Automatic creation of a change request or incident ticket for a issue. Additionally, users can also manually associate multiple issues to a single change request. The issue and change request or incident ticket are linked, and Smart IT users can view status of all the requests or tickets from a single console.
Automatic creation of issues when a Change request or Incident ticket is created in Smart IT.

For more information about the DevOps integration, see DevOps integration with Multi-Cloud Service Management.

For more information about the required configuration, see Configuring BMC Multi-Cloud Service Management.

Cloud service dashboard

The Service Dashboard provided with BMC Helix Multi-Cloud Service Management enables organizations to track response and resolution time for multiple service providers. It includes 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.

Additionally, the dashboard provides real-time details about the selected service providers, including the current availability of the service.

Organizations can manage and track data for multiple service providers and use the data to review the quality of their services and analyze the performance. This information can help the organizations make the decisions of the effectiveness of the Service Provider.

For more information, see Multi-Cloud Service Dashboard.

Tailoring out-of-the-box flows

BMC Helix Multi-Cloud Service Management provides Incident brokering and Change configuration flows out-of-the-box. By using the the user interface driven configuration screens users can tailor complete process flows according to their business requirements.

For more information about configuring the out-of-the-box connectors, see Tailoring flows.