Resolve problems using Triage and Remediation workflows

The Triage and Remediation solution is a BMC Atrium Orchestrator Runbook component that increases the value of BMC ProactiveNet Performance Management and BMC Event and Impact Management by providing a prepackaged workflow integration with other systems, such as BMC Remedy ITSM applications.

These workflows can be triggered by events that are received from BMC ProactiveNet Performance Management and BMC Event and Impact Management.

Benefits

The workflows automate the triage and remediation of high-volume events in a typical IT operations environment. Before implementing this automation, organizations had to manually process the events. IT operations staff had to manually retrieve and add information to better understand the context of the event and to resolve the issue that it presented. IT staff also had to manually follow lengthy and cumbersome steps to remediate the problem.

Using these workflows, IT operations staff, especially level-one support, can handle a significantly greater number of events. Because the Runbook workflows automatically manage a greater number of events and update or create related incidents (eliminating the need for escalation), the IT operations staff does not waste time with labor-intensive and repetitive tasks.

What to do next

To resolve problems using Triage and Remediation workflows, you must perform the following tasks: