This documentation supports the 19.11 version of BMC Helix Multi-Cloud Service Management.

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

IT operations management integrations for cloud monitoring

BMC Helix Multi-Cloud Service Management provides integration with IT operations management (ITOM) vendors such as Azure Monitor and creates incidents in Remedy ITSM to track the availability, consistency, reliability and quality of your services.

BMC Helix Multi-Cloud Service Management cloud monitoring feature enables you to monitor your Azure resources by receiving the Azure alerts metadata through the webhook option. BMC Helix Multi-Cloud Service Management currently supports Metric alerts and Activity log alerts monitoring data.  BMC Helix Multi-Cloud Service Management receives the Azure alerts metadata (JSON) and creates incidents in Remedy ITSM based on the set of flows, connectors, connector targets, and vendor data that you configure in BMC Helix Multi-Cloud Service Management.

Currently the following features are supported:

  • Incidents are created in Remedy ITSM based on the Azure alerts.
  • Incidents are updated in Azure Monitor based on updates to Remedy ITSM incident.
  • Azure alerts or events information is displayed in the Remedy with Smart IT interface.

 Example: A ticket is created in Remedy ITSM, whenever a virtual machine in Microsoft Azure has CPU consumption greater than 70% and server response time more than 4 hours.

Using BMC Helix Multi-Cloud Service Management without Smart IT

You can integrate BMC Helix Multi-Cloud Service Management with ITOM vendors without using Smart IT.  Instead of the Smart IT console, you can use Remedy Mid-Tier to view incidents. When working without Smart IT, you cannot view the vendor ticket details. However, you can view the work logs to verify that tickets are being brokered.

Ticket creation with BMC Helix Multi-Cloud Service Management

BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create Remedy ITSM tickets from monitoring service notifications. Whenever the monitoring service fires notifications, the flow created between Azure Alerts connector and Multi-Cloud connector is triggered and BMC Helix Multi-Cloud Service Management receives the ticket details. From BMC Helix Multi-Cloud Service Management, the data is passed on to Remedy ITSM using the process defined in BMC Helix Platform. The following diagram illustrates the data flow between the applications.

Cloud monitoring service notification to Remedy ITSM incident

Connector: A connector is an integration (connection point) with a BMC application or a third-party application. Connectors are configured in BMC Helix Integration Service.

Flow: A flow is a connection between two connectors that enables you to accomplish a certain task. A triggering event in the source application causes an action to take place in the target application. Flows are configured in BMC Helix Integration Service.

Process: A process uses rules and actions to implement the business logic for a given business use case. Processes are configured in BMC Helix Platform.

The out-of-the-box configuration requires minimal changes for most scenarios. As an administrator, you can customize the configuration based on your organization's requirements.

How incidents are consolidated into Remedy ITSM

A Remedy ITSM incident is created when an Azure alert is fired and meets the trigger condition defined in the flow.

The following diagram illustrates how BMC Helix Multi-Cloud Service Management uses connectorsflows, and processes when a vendor ticket is created:

Where to go from here

To configure ITOM integration with Azure Monitor, see Enabling prebuilt integration with Azure Monitor.

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