IT operations management integration between Azure Monitor and Remedy ITSM

BMC Helix Multi-Cloud Service Management provides prebuilt integration with Azure Monitor so that you can track the availability, efficiency, and performance of your organization's processes and services from a single console. BMC Helix Multi-Cloud Service Management facilitates ticket creation and status updates in Remedy IT Service Management (Remedy ITSM) based on the Azure alerts.

Scenario

Calbro services has applications developed and deployed in Azure, and they monitor the availability and responsiveness of the applications by using Azure Monitor. Azure Monitor triggers alerts based on the predefined conditions defined in the applications monitoring data. For example, Azure Monitor sends an alert whenever the response time and CPU usage of the applications cross a defined value. BMC Helix Multi-Cloud Service Management creates incidents in Remedy ITSM when specific Azure alerts are triggered, so that Calbro Services can remediate the issue before a service request is raised for the problem.

The following conditions apply to this scenario:

• Azure monitor sends alerts for high CPU usage by the application.

• A ticket must be created with Remedy ITSM.

Workflow

Calbro Services implements their requirements by using BMC Helix Multi-Cloud Service Management:

1. The tenant administrator sets up BMC Helix Multi-Cloud Service Management to integrate Remedy ITSM with Azure Monitor. The administrator also sets up the required trigger conditions for creating incidents in Remedy ITSM.
2. Azure Monitor fires alerts when a defined metric crosses a threshold value.
3. BMC Helix Multi-Cloud Service Management validates the trigger conditions and creates a ticket in Remedy ITSM.
4. The Remedy ITSM incident displays the incident details in the Smart IT console.
   The following image describes how an incident is created for an Azure Alert.  
   
   
   
   

Benefits

• Remediate issues before a service request is raised for the problem
• Effective ticket management from a single console
• Easy tracking of ticket data and updates