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

Onboarding


When you subscribe to BMC Helix Multi-Cloud Service Management, BMC sends out an activation email with the required system details and login credentials. After receiving the activation email, begin with pre-configuration tasks and then start configuring BMC Helix Multi-Cloud Service Management.

Your activation email includes the following information that you need to successfully set up BMC Helix Multi-Cloud Service Management.

  • A URL to your instance of BMC Helix Platform
  • A URL to your instance of BMC Helix Integration Service
  • Account details like username and password
  • Links to  documentation for BMC Helix Multi-Cloud Service Management

For BMC Helix Multi-Cloud Service Management the URL details are as follows:

ParameterValue
host nameUse the host name provided for BMC Helix Innovation Studio
portUse the port provided for BMC Helix Innovation Studio
protocolHTTPS
user nameUse the user name provided for BMC Helix Integration Service
passwordUse the password provided for BMC Helix Integration Service


Notes

  • Verify that you have access to your instances of BMC Helix Integration Service and BMC Helix Platform.
  • Ensure that you change the passwords that you received from BMC before you begin configuration.

Configuring BMC Helix Multi-Cloud Service Management integrations

By using the information provided in the activation email, begin with pre-configuration tasks and then start configuring BMC Helix Multi-Cloud Service Management.


Process for setting up Multi-Cloud integrationsUserDescription

1.

Performing pre-configuration tasksTenant administrator

After you receive details about the available systems, perform the following tasks:

  1. Change the default passwords that you received from BMC.
  2. Create a BMC Helix Multi-Cloud Service Management admin user.
  3. For BMC Remedy IT Service Management on-premises instances complete the following configurations.
    Note: For BMC Helix ITSM instances, BMC manages the configurations.
    1. Set up sites in BMC Helix Integration Service to access on-premises applications that are running on your local machine or on a server in your organization's data center.
    2. Install the Integration Controller to integrate BMC Helix Multi-Cloud Service Management with any of your on-premises applications.
    3. Configure business services for incident brokering and enable BMC Helix Multi-Cloud Service Management for your on-premises instances of Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM).
  4. Specify data pertaining to your organization and your service desk agents.
2.Configuring BMC Helix Multi-Cloud Service Management

BMC Helix Multi-Cloud Service Management admin user

Configure BMC Helix Multi-Cloud Service Management based on your organization's requirements.

The following URL launches the Quick Configuration Guide section of BMC Helix Multi-Cloud Service Management where you set up the available features:

<helixPlatformServerName>:<port>/innovationsuite/index.html#/com.bmc.dsm.mcsm/settings/application/local/1-configuration-guide/AGGADG1AAP0ICAPGYR0CPGCFAOWGAK/com.bmc.dsm.mcsm

BMC Helix Multi-Cloud Service Management features

BMC Helix Multi-Cloud Service Management supports the following features for the available vendors:

VendorFeatures

Incident brokering—Brokering tickets from cloud applications to Remedy.

AWSRemedy incident to AWS incident
Salesforce Service Cloud

Remedy incident to Salesforce incident

Remedy ITSM

Remedy incident to Remedy vendor incident

Ticket consolidation—Consolidate tickets created in multiple cloud applications to a single instance of Remedy.

Salesforce Service Cloud

Salesforce ticket to Remedy incident

Remedy ITSM

Remedy vendor incident to Remedy incident

Jira Service Desk

Jira Service Desk case to Remedy incident.

DevOps implementation—Create issues between Remedy ITSM and DevOps tracking tools like Jira, CA Agile, and Azure DevOps.

Jira
  • Manual association of Remedy Change with Jira Issues
  • Jira Issue to Remedy Change
  • Jira Issue to Remedy Incident
  • Remedy Change to Jira Story
  • Remedy Incident to Jira Issue or Story
  • Remedy Incident to Agile Central Issue
  • Remedy Problem to Jira Issue or Story (requires BMC Remedy IT Service Management and  Remedy with Smart IT version 1808 patch 1)
CA Agile Central

Remedy Incident to Agile Central Issue.

Azure DevOps
  • Azure DevOps to Remedy Incident
  • Remedy Incident to Azure DevOps
Notification — Create incidents in Remedy ITSM based on Azure alerts
Azure MonitorAzure Alert to Remedy Incident
Cloud Service Dashboard — Track the statuses and view metrics for all your cloud services. 
All vendors
  • Service Dashboard
  • Service Notifications

Where to go from here

Performing pre-configuration tasks

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