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

Performing pre-configuration tasks

This topic provides details about the tasks that must be completed before you can set up BMC Helix Multi-Cloud Service Management for your organization. BMC Helix Multi-Cloud Service Management integrates with BMC Helix Integration Service to use connectors and flows to broker tickets. Ensure that you set up your instance of BMC Helix Integration Service so that BMC Helix Multi-Cloud Service Management can communicate with it. You also need to enable providers to establish a connection between BMC Helix Multi-Cloud Service Management and BMC Remedy with Smart IT (Smart IT).

To deploy BMC Helix Integration Service sites and the Integration Controller to integrate with on-premises applications of the vendor

Information about your instance of  BMC Helix Integration Service is provided in the activation email that you received from BMC. Complete the following tasks to enable BMC Helix Multi-Cloud Service Management to work with the flows and connectors in BMC Helix Integration Service:

  • Ensure you have the tenant administrator credentials for BMC Helix Integration Service that was provided as a part of the activation email from BMC. BMC recommends that you change the default password received at the earliest
  • (Only for on-premises instances of BMC Remedy ITSM) Set up BMC Helix Integration Service to integrate with on-premises applications.
    • Set up sites in Integration StudioA site lets you access the on-premises applications that are running on your local machine or on a server in your organization's data center.
    • Install the Integration Controller—The Integration Controller is required to integrate BMC Helix Multi-Cloud Service Management with your on-premises applications. 

    For more information about setting up sites and installing the Integration Controller, see  Installing and configuring sites to run on-premises connectors

    For BMC Helix applications, BMC manages the integration controller configuration.

To enable BMC Helix Multi-Cloud Service Management provider and configure business services

As a tenant administrator, configure business services for Incident brokering and enable the BMC Helix Multi-Cloud Service Management service provider for your on-premises instances of Remedy IT Service Management (ITSM). 

  • For Smart IT version 18.05 or later — Configure the provider in Smart IT
  • For earlier versions of Smart IT — Configure the provider in the BMC Helix Digital Workplace Admin console.

If you are using Smart IT version 18.05 or later, configure the Multi-Cloud provider in Smart IT. For earlier versions, you can use the BMC Helix Digital Workplace Admin console.

To configure the BMC Helix Multi-Cloud Service Management provider in Smart IT

  1. Log in to Remedy with Smart IT (Smart IT) as an administrator.
  2. Click Configuration and select Admin Console Configuration.
  3. Click  and select Configuration.
  4. In the Providers table, ensure that the Multi-Cloud Management pluggable provider is selected.
  5. Update the BMC Helix Multi-Cloud Service Management provider settings:
    • Enter the BMC Helix Platform server details provided to you by BMC.
    • Enter the user name and the password of your tenant administrator account.
    If you are a Remedy OnDemand user and if you have changed your password, you need only update the password field.
  6. Click Update Settings and the click Reload Providers.

For more information about the provider configurations in Smart IT, see  Enabling Multi-Service Cloud Management for Smart IT .

To configure the BMC Helix Multi-Cloud Service Management provider in BMC Helix Digital Workplace

  1. Navigate to the BMC Helix Digital Workplace Admin Console and log in as an administrator.
  2. Click Configuration and select Multi-Cloud Management pluggable provider from the Providers table.
  3. Ensure that the check box for Multi-Cloud Management pluggable provider is selected.
  4. Update BMC Helix Multi-Cloud Service Management provider settings:
    • Enter the BMC Helix Platform server details provided to you by BMC.
    • Enter the user name and the password of your tenant administrator account.
    • Save the BMC Helix Multi-Cloud Service Management provider settings and click Reload providers.
      If you are a Remedy OnDemand user and if you have changed your password, you only need to update the Password field.
      For more information about providers, see  List of providers .

To define a business service in BMC Asset Management for incident brokering or the Services Dashboard

To implement incident brokering or the Service Dashboard, you must add a business service in BMC Remedy ITSM. Skip this step if you are setting up BMC Helix Multi-Cloud Service Management for a service that has already been defined in Remedy ITSM.

Note

This step is not required for DevOps integration with Atlassian JIRA Software and CA Agile Central.

Log in to BMC Asset Management  and create the business service that you want to use for ticket brokering. For example, Amazon EC2 Compute. 

For more information about creating a Business Service CI, see  Creating a business service .

To update data about your organization and service desk agents in BMC Helix Platform

When setting up BMC Helix Multi-Cloud Service Management, as a tenant administrator, you need to specify data pertaining to your organization and your service desk agents. For information about your instance of BMC Helix Platform, refer to the activation email that you received from BMC.

  1. Log in to BMC Helix Platform as a tenant administrator.

  2. Update the BMC Helix Integration Service configuration. 
    Navigate to Administration > Configure My Server > Integration Service > Authentication and update the password if you have changed the password that you received from BMC for your tenant administrator account.

  3. Add an Operating Organization.
    Navigate to Administration > Foundation Data > Manage Organizations > Primary Organizations and add your organization details. You must create an organization of type Operating Organization. Ensure that you use the same name as the Company defined in Smart IT.

  4. Add Agent users if you would like to receive email notifications. If users are already created in BMC Helix Platform, update them with the appropriate role.

    1. Navigate to Foundation Data > Manage People.
    2. Click  to create a new user and add the required details. For more information on creating a new user, see  Creating or modifying Person data .
    3. Then click the Access Details tab on the Person record page.
    4. Create users with the Multi-Cloud Service Admin role. A user with the functional role of an administrator should also be a tenant administrator.
    5. Set the primary email address for email notifications.
    6. Create users with the BMC Helix Multi-Cloud Service Management service owner role.
      Click to view an enlarged version of the image.

  • Note

    Use the same BMC Helix Multi-Cloud Service Management admin user account to complete all the configuration tasks so that there are no conflicts in the set up.

To add or modify Vendor Organizations in BMC Helix Multi-Cloud Service Management

You can add the following vendor organizations:

  • Amazon—For Amazon Web Services (AWS) features
  • BMC Software—For BMC Remedy ITSM features 
  • Salesforce—For Salesforce Service Cloud features
  • CA Technologies—For Agile Central features
  • Atlassian—For Jira and Jira Service Desk features
  • Microsoft—For Azure DevOps

To view or update vendor organization details

  1. Log in to BMC Helix Platform as a tenant administrator.

  2. On the Workspace tab, select Applications, and then click Multi-Cloud Service Management from the list. 
  3. Click  on the top right corner of the page.
  4. In BMC Helix Multi-Cloud Service Management, click S ettings  and navigate to  Configure Vendors > Manage Vendor Organizations
    For more information about creating a new vendor organization, see  Creating or modifying Organization data . You must create an organization of type Vendor Organization.
  5. For an existing organization, click the vendor organization to view or update the details. 
  6. On the Edit Primary Organization page update the required details and then click Save

    Important

    The Manage Vendor Organizations option opens the Manage Primary Organizations page. Based on Foundation data updates in BMC Helix Platform version 18.11, Vendor Organization is no longer a separate entity. Vendor organizations are now defined as a Primary Organization of type Vendor.

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