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.

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. BMC Helix Multi-Cloud Service Management provides a number of features for multiple vendors like Amazon Web Services (AWS), Atlassian Jira, Azure DevOps, among others. For more information about the product and the features provided, see the product Orientation.

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 name

Use the host name provided for BMC Helix Platform

port

Use the port provided for BMC Helix Platform

protocolHTTPS
user name

Use the user name provided for BMC Helix Platform

password

Use the password provided for BMC Helix Platform


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

After you change the default passwords provided for the applications in the activation email, begin with the pre-configuration tasks and then configure the required integrations in BMC Helix Multi-Cloud Service Management.


Process for setting up BMC Helix Multi-Cloud Service Management integrations

UserDescription

1.

Performing preconfiguration tasksTenant administrator

After you have updated the default passwords for the available systems, perform the following tasks:

  1. Create a BMC Helix Multi-Cloud Service Management admin user.
  2. For Remedy IT Service Management (ITSM) 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 ITSM.
  3. 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 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 preconfiguration tasks

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