Enabling Proactive Service Resolution

BMC Helix Intelligent Automation offers Proactive Service Resolution as a solution that enables you to establish connections across multiple applications to execute integration cases. The automated integration bridges the gap between operations and service desks and enables you to proactively manage the IT infrastructure risks that can impact the performance of your applications or services.

By using Proactive Service Resolution, you can integrate event management solution, BMC Helix Operations Management with the trouble ticket management system, BMC Helix for CSP or ServiceNow Telecommunications and Media Assurance Workflows and create tickets for qualifying events automatically. 

Related topic

Creating-TMF-compliant-trouble-tickets-in-ServiceNow-for-events


Overview

Proactive Service Resolution is triggered when an event of a critical severity is generated in BMC Helix Operations Management. A predefined event policy gets triggered in BMC Helix Operations Management and this triggers an automation policy in BMC Helix Intelligent Automation. A trouble ticket gets created in the Trouble Ticket Management System configured in BMC Helix Intelligent Automation and an information event is sent toBMC Helix Operations Management, which gets updated every time the ticket is updated.

The following illustration explains this process at a high level.

PSR L1_TMF.png

Products involved

The following table provides information about the products involved and the role of each product. 

Product

Role

BMC Helix Operations Management

Monitors your IT infrastructure and generates events in case any problems occur. 

BMC Helix Intelligent Automation

Automates the process of creating and updating trouble tickets for critical events and create information event for the ticket.

BMC Helix for CSP or ServiceNow Telecommunications and Media Assurance Workflows

Supported Trouble Ticket Management Systems

For more information about the supported versions of each of the product, see System-requirements. 


Proactive Service Resolution levels

Proactive Service Resolution supports the following levels:

Level 1 (L1): Event-based service resolution

With event-based service resolution, for every critical severity event, a trouble ticket is created in the supported Trouble Ticket Management system by using the event details. The ticket can be of the case or incident type. 

For L1, only BMC Helix Operations Management and the supported Trouble Ticket Management Systems are required.

Level 2 (L2): Infrastructure-based service resolution

With infrastructure-based service resolution, for every critical severity event, a trouble ticket of the type case or incident is created along with the configuration item (CI). If CI details are unavailable in the event, or not specified in the solution, a ticket is created without associating CIs.

For L2, ServiceNow Trouble Ticket Management System must be integrated with a Configuration Management Database (CMDB). 


The following table lists the tasks that you need to perform to enable Proactive Service Resolution.

Action

Product

Reference

Configure Proactive Service Resolution for the Trouble Ticket Management of your choice 

BMC Helix for CSP

ServiceNow Telecommunications and Media Assurance Workflows

Create a business rule in ServiceNow to enable creation of information events

ServiceNow Telecommunications and Media Assurance Workflows

 

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