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.

Setting up the Service Dashboard

BMC Helix Multi-Cloud Service Management leverages the capabilities of BMC Helix Platform and BMC Helix Integration Service to present information about the health of your cloud services. BMC Helix Multi-Cloud Service Management verifies data against the service targets to display metrics for your organization’s tickets and service notifications.

For an overview see, Tracking the quality of cloud services by using the BMC Helix Multi-Cloud Service Management Dashboard.

Before you begin

Ensure that you have configured incident brokering for the services that you want to track. For more information on incident brokering, see Incident brokering.

To specify a service provided by the vendor

  1. Click  Settings to open the BMC Helix Multi-Cloud Service Management configuration page.
  2. Navigate to Setup Cloud Service Dashboard > Add Services to Dashboard.
  3. Click .

  4. Enter the appropriate values in the fields on the Add Existing Service to Service Dashboard page:

    FieldDescription

    Service Name as Shown in Remedy with Smart IT

    Enter the business service that you defined when completing the task of updating Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) settings from the Preconfiguration tasks. Ensure that you enter the exact value as defined in Remedy ITSM. You can search for the service name in Smart IT by using the Assets filter.

    Vendor OrganizationSelect the vendor that you added in the previous task (Add your Vendor Organization).
    Ticketing Technology ProviderSelect from AWS, Atlassian JIRA Software, Service Cloud, and CA Agile Central depending on the service you are integrating with.
    Account IDNot applicable.
    Vendor Status SiteEnter the details of the vendor site. Specifying the site will ensure that the status of the service is displayed on the Service Dashboard. Leave this field blank when implementing DevOps integration.
    Support SiteEnter the details of the support site. Specifying the site will ensure that the status of the service is displayed on the Service Dashboard. Leave this field blank when implementing DevOps integration.
  5. Click Save.

To configure service targets

  1. Click Settings to open the BMC Helix Multi-Cloud Service Management configuration page.
  2. Navigate to Setup Cloud Service Dashboard > Configure Service Targets.

  3. Click + Service Target Configuration.

    1. In the Add Service Target Configuration pane, complete the fields.

       Description of basic fields for the service target
      FieldInstructions
      TitleEnter a name for your service target.
      Company

      Select the name of your organization.

      Data source

      Select Multi-Cloud Incidents from the list.

      Status

      Select Enabled.

      Goal TypeSpecify whether you want define your target by resolution status or response time.
      Effective From

      Select the date and time from when the service target should be considered for measurements.

      Default value: Current date and time

      Agreement Type

      Select Service Level Agreement if the service target is for external agreements between a service provider and a customer.

      Select Operational Level Agreement if the service target is for internal agreements between the service provider and internal users.

      Note: The agreement type does not affect the processing of service targets.

      Add to GroupSelect a group to which you want to add the service target. You can also add the service target to a group by creating a service target group.
      DescriptionEnter a description for the service target.
      Terms and Conditions

      Define conditions for applying this service level target.

      Click the Build Expression link.

      Enter a build expression to define your terms and conditions. For example, ‘Service’ = “AWS”.

      If you have configured the qualification builder view in advanced settings on the data source, in the qualification builder, define the terms and conditions by adding the fields, operators, and values. The values for the Category Tier fields are populated based on the company that you have selected.

      Note: If there is an active domain, only the values for the Category Tier 1 field from that domain are displayed.

      Example: In the qualification builder, if you add the Priority field, add the equal to operator, and select Critical as a value for the Priority field, the value in the terms and conditions field is 'Priority'="Critical".

      If you have not configured the qualification builder view, type the terms and conditions manually.

      Example: Manually add the conditions 'Priority'="Critical" in the text box.

      When the terms and conditions along with the Start When qualification defined in the Measurement section is met, the service target is applied to an incident.

    2. In the Goals pane, configure the response time and time segments for the service target.

       Description of fields in the Goal section
      AttributeFieldDescription
      Goal TimeAs configured on data sourceSelect the option if you have configured dynamic goal time or dynamic end time in the advanced settings on the data source.
      DaysIf you have not configured a dynamic goal in the advanced settings of the data source, or not selected the As configured on data source option, define the goal time by using the Days, Hours, and Minutes fields.

      Valid range of values:
      Days: 0 to 365
      Hours: 0 to 23
      Minutes: 0 to 59
      Hours
      Minutes
      Business Entity As configured on data sourceSelect this option if you have configured dynamic business entity in the advanced settings on the data source.
      Select Business Entity

      Select the Business Time Shared Entity that you want to apply to this service target. This list displays all the active business time entities defined.

      Note: This selection overrides the Dynamic Business Entity.

      Start Time

      As configured on data source

      If you have defined a dynamic start time in the advanced settings on the data source, select this option to use the dynamic start time.

      If the dynamic start time is not defined, the default value is the time the incident was created.

      When the Start When qualification along with the terms and conditions are met, the service target is applied to an incident.

    3. In the Measurements pane, configure measurement criteria for the service target.

       Description of fields in the Measurement section
      FieldDescription
      Start When

      Define the condition to start service target calculation. When the terms and conditions set in the Goals, along with the Start When qualification is met, the service target is applied to an incident.

      Click the Build Expression link.

      If you have configured the qualification builder view in advanced settings on the data source, select the values in the fields to define the start condition. The values in the Category Tier fields are populated based on the company that you have selected.

      Note: If there is an active domain, only the values in the Category Tier 1 field only from that domain are displayed.

      If you have not configured the qualification builder view, type the start when condition manually.

      Example: If you select In Progress in Incident Status, the condition is 'Incident Status'="In Progress".

      Stop When

      Define the condition to stop the service target calculation.

      Click the Build Expression link.

      If you have configured the qualification builder view in advanced settings on the data source, select the values in the fields to define the stop condition. The values in the Category Tier fields are populated based on the company that you have selected.

      Note: If there is an active domain, only values in the Category Tier 1 field from that domain are displayed.

      If you have not configured the qualification builder view, type the stop when condition manually.

      Example: If you select Resolved in Incident Status, the condition is 'Incident Status'="Resolved".

      Pause When

      Define the condition to pause the service target calculation. When this condition is met, the service target calculation is paused, and restarted when the condition is no longer valid.

      Click the Build Expression link.

      If you have configured the qualification builder view in advanced settings on the data source, select the values in the fields to define the pause condition. The values in the Category Tier fields are populated based on the company that you have selected.

      Note: If there is an active domain, only values in the Category Tier 1 field from that domain are displayed.

      If you have not configured the qualification builder view, type the pause when condition manually.

      Example: If you select Pending in Incident Status, the condition is 'Incident Status'="Pending"

      Set Warning Status At (% of Goal)

      Enter the percentage of goal time after which the status of the service target changes to Warning.

      Default value: 50 %

      Reset Goal for Same Request?Select Yes if you want to reset the goal after the reset condition is met.  
      This option is enabled only if you have configured the reset goal condition in the advanced settings on the data source.
      Allow Measurement to Reopen?Select Yes if you want to reopen this service target. The measurement continues from the state in which it was last closed. 
      Enable Team TrackingSelect to track the time taken by various teams working on the incident.
      This option is enabled only if you have defined the assigned groups when configuring advanced settings on the data source.
    4. In the Milestone Information pane, configure the milestones for the service target. 
      You can assign actions to out-of-the-box milestones or create new milestones and actions.  

       Description of fields to create new milestone
      FieldDescription
      Execute when
      Select a milestone type.
      At % of goal (Enabled only if you select
      Percentage of goal time from start or
      Percentage of goal time from end)
      Enter the time elapsed in percentage from the start or before the end of the measurement.
      Example:
      20 percent of a 5-hour goal time before the end. This milestone is triggered one hour before the end of the measurement.
      At hours and minutes
      (Enabled only if you select
      Hours and minutes from start
      or
      Hours and minutes from end)
      Enter the time in hours and minutes from the start or before the end of the measurement.
      Example: 3 hours 15 minutes from the start time. This milestone is triggered 3 hours 15 minutes from the start of the measurement. This milestone is triggered even if the goal is less than three hours.
      Execute If Click the Build Expression link to specify the condition to trigger the milestone actions. Example: 'Status' < "Resolved"
    5. Configure milestone actions for the service target.

       Description of fields to configure an alert or email notification
      FieldDescription
      Delivery MethodTo receive notifications by email, select Email. To receive notifications by clicking the bell icon in the application, select Alert.
      Note: You can configure only one default delivery method for a milestone notification. This method takes precedence over the method that is specified for an agent and in the notification template that you associate with the milestone action.
      ToIf you select Email as the delivery method, from the Select Field list, select the fields that contain the recipient details. You can also type the email addresses in the text box. You can enter multiple email addresses separated by a semi-colon ( ; ). If you select Alert as the delivery method, from the Select Fields list, select the fields that contain the recipient details. You can also type the recipient names in the text box.
      Notification TemplateThis list displays global and company-specific templates. From the Select Notification Template list, select the notification template.
       Description of fields to configure Set Fields action
      FieldDescription
      FieldsSelect the fields in which you want to set the values after the milestone notification is triggered.
      ValueType the value that you want to set in the field selected in the preceding step.
  4. Click Save.

After specifying the service targets, select the Service Cloud Dashboard feature from the BMC Helix Multi-Cloud Service Management configuration guide to view a list of flows. Update the flows that are listed to complete the configuration.

When you finish setting up the dashboard, you can start tracking status and viewing metrics for the services that you are using.

To display notifications from your cloud service provider

If supported by your cloud service provider, subscribe to email notifications about service health and status. Use the email address that you specified while registering for BMC Integration Studio. When your cloud service provider sends a status update, the Receive Service Notification flow is triggered in Integration Studio and the data is stored in a service record definition in BMC Helix Multi-Cloud Service Management. The Service Dashboard is then updated by BMC Helix Multi-Cloud Service Management to display the latest notifications. See details of the Receive Service Notification flow.

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