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

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 with BMC Helix Multi-Cloud Service Management.

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 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 Pre-configuration tasks. Ensure that you enter the exact value as defined in Remedy ITSM. You can search for the service name in BMC Remedy with 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. On the Service Target Configuration page, click  and define your service target and add the following details:

    FieldDescription
    TitleEnter a name for your service target.
    CompanySelect the name of your organization
    Data sourceSelect Multi-Cloud Incidents from the list.
    Status

    Select Enabled.

    Goal Type

    Specify whether you want define your target by resolution status or response time.

    Effective FromSpecify a date to begin tracking.
    Terms and ConditionsEnter a build expression to define your terms and conditions. For example, ‘Service’ = “AWS”.
    Goals and Measurement CriteriaDefine your Goals and Measurement Criteria or Milestones.
  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. For more information on see Configuring BMC Helix Multi-Cloud Service Management. 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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