This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

BMC Helix Multi-Cloud Service Management overview

BMC Helix Multi-Cloud Service Management is an add-on offering for Remedy IT Service Management (ITSM) and BMC Helix IT Service Management (ITSM) that enables organizations to effectively manage IT services in a hybrid, multi-provider cloud environment. It provides out-of-the-box integrations to address multiple service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications. Organizations can efficiently manage IT services in hybrid, multi-provider environments.  

BMC Helix Multi-Cloud Service Management provides:

  • Out-of-the-box flows that provide integration between Remedy with Smart IT and Amazon Web Services, Salesforce Service Cloud, Atlassian JIRA Software, Azure Devops Services, and CA Agile Central.
  • Service Dashboard interface to view status of service providers and review service levels of the service providers
  • Capability to tailor the feature flows to suit the organization's requirements
  • Support for developing custom connectors and define flows for service providers not provided out of the box

Solution components and products

The following products are a part of the solution:

BMC Helix Platform —View and configure processes and rules for the out-of-the-box integrations.

BMC Helix Integration Service —Easily design and automate event-driven tasks across applications.

Remedy with Smart IT —Create and track service desk tickets for multiple cloud providers, and manage change records for DevOps integrations.

The following image illustrates the complete BMC Helix Multi-Cloud Service Management solution and the components and products involved:

Related topics

Incident brokering

DevOps integration

Tracking the quality of cloud services by using the BMC Helix Multi-Cloud Service Management Dashboard

Configuring BMC Helix Multi-Cloud Service Management

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