This documentation supports the 18.08 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Multi-Cloud Service Management for Smart IT

BMC Helix Multi-Cloud Service Management is an add-on offering for Remedy IT Service Management that provides:

  • Collaborated and automated incident brokering to address some of the service management challenges faced when using services from multiple cloud providers.
  • DevOps integration features to enable DevOps teams to integrate their agile development tools for better collaboration.

For more information about BMC Helix Multi-Cloud, see Orientation .

BMC Helix Multi-Cloud Service Management enables  you to use the Smart IT console as a single-point-of-management for incidents and issues with multiple-cloud providers. When a service desk agent creates an incident from the Smart IT console, Multi-Cloud Service Management creates a corresponding ticket with the appropriate cloud service provider. Similarly, when a developer creates an issue in an issue tracking system such as Jira, Multi-Cloud Service Management creates a corresponding ticket in Remedy ITSM that can be viewed in the Remedy with (Smart IT) console.

Related topics

Enabling Multi-Service Cloud Management for Smart IT

DevOps integration with Multi-Cloud Service Management

Incident brokering with Multi-Cloud Service Management

Smart IT for incident brokering

When Service Desk agents create incidents in the Smart IT console, they can be brokered Multi-Cloud Service Management to cloud service vendors like AWS and Salesforce Service Cloud.

  • When Multi-Cloud Service Management creates a ticket with the cloud service vendor, the Smart IT ticket includes the ID of the vendor ticket.
  • When you add a comment to the incident in Smart IT, Multi-Cloud Service Management adds a comment to the corresponding vendor ticket.
  • Updates to fields in the vendor ticket and the incident in Smart IT remain synchronized.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident.

Smart IT for DevOps integration

Multi-Cloud Service Management creates issues in DevOps tools for change requests or incidents that are created from Smart IT .

  • When Multi-Cloud Service Management creates an issue in a DevOps tool like Jira, Smart IT displays the ID of the issue.
  • When a developer adds a comment to a Jira issue, the comment is added to the corresponding Remedy ITSM change request or incident.
  • Any updates to fields in the DevOps issue are reflected in the corresponding incident in Smart IT.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident or change request.
  • When you add a comment to the ticket in Smart IT, Multi-Cloud Service Management adds a comment to the corresponding Jira issue.

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