This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

Performing preconfiguration 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 Smart IT.


The following image provides an overview of the process:

TaskActionReference
1Set up BMC Helix Integration Service to integrate with on-premises vendor applications.Deploy BMC Helix integration sites and integration controller
2

Set up BMC Helix Multi-Cloud Service Management provider and configure business services to establish a connection between BMC Helix Multi-Cloud Service Management and Smart IT.

Enable BMC Helix Multi-Cloud Service Management provider and configure business services
3Specify data pertaining to your organization and your service desk agents in BMC Helix Platform.Add foundation data in BMC Helix Platform
4

Add vendor organizations in BMC Helix Integration Service.

Add vendor organizations in BMC Helix Multi-Cloud Service Management

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

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:

Best practice

Ensure you have the tenant administrator credentials for BMC Helix Integration Service that was provided as a part of the activation email from BMC. We recommend that you change the default password received at the earliest.

  • (Only for on-premises instances of 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 Open link

    Important

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

To enable BMC Helix Multi-Cloud Service Management provider and configure business services  to establish a connection between BMC Helix Multi-Cloud Service Management and Smart IT

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). 

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


Important

If you are a Remedy OnDemand customer, the BMC Operations team performs the configuration. You only need to update the tenant administrator password if you have changed it.


  1. Log in to 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. Click Multi-Cloud Management pluggable provider to update the BMC Helix Multi-Cloud Service Management provider settings: 

    FieldDescription
    mcsm:password

    Enter the BMC Helix Platform tenant administrator password.

    mcsm.host

    Enter the BMC Helix Platform server host name provided to you by BMC.

    mcsm.protocolEnter https.
    mcsm.username

    Enter the BMC Helix Platform tenant administrator user name.

    mcsm.portEnter 443.
    Note: For the https protocol, if 443 does not work, enter -1.
  6. Click Update Settings and the click Reload Providers.
    The following image shows the settings for the multi-cloud management pluggable provider:

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

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 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.

Important

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 Open link .

After you create the business service in BMC Asset Management, you can create a transformation in the Create brokered incident flow. Out of the box, in the Create brokered incident flow, in Technology Provider, the Service field is selected and it creates a ticket in Remedy ITSM. For the business service that you create for a vendor in BMC Asset Management, you can select any other relevant field, so that the ticket is assigned to that specific vendor.

The following images show how in the Create brokered incident flow you can select a field relevant for your vendor:


For detailed steps to open the required flow and create a transformation, refer to steps provided in Adding a transformation in a flow.

To add an operating organization and users in BMC Helix Platform Foundation data 

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 Open link .
    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.

  • Important

    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 Remedy ITSM and TrueSight Operations Management 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 and Azure Monitor
  • IBM—For QRadar SIEM features

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  in the top right corner of the page.
  4. In BMC Helix Multi-Cloud Service Management, click  Settings and navigate to Configure Vendors > Manage Vendor Organizations
    For more information about creating a new vendor organization, see  Creating or modifying Organization data Open link . You must create an organization of type Vendor Organization.
  5. For an existing organization that you have created, 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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