Automating end-to-end processes with solutions

Solutions in BMC Helix Intelligent Automation integrate the event monitoring solution, BMC Helix Operations Management, with a change management or an IT service management system. These integrations are useful to automate frequently used end-to-end processes that require no manual intervention, and end up saving an organizations resources for other crucial IT operations management tasks such as monitoring IT systems, managing incidents, or remediating events. 

Let's look at a scenario where Mary, an IT administrator at Apex Global, uses the Blackout Policy solution to blackout infrastructure events during a planned maintenance window. 

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Use-cases

Scenario

Mary is an IT administrator at Apex Global. In her organization, patches are applied on all the servers during a designated week every month.

To do that, a change request created in BMC Helix ITSM and is assigned to Mary. Based on the date and time specified in the request, she is asked to create a blackout policy in BMC Helix Operations Management to suppress the server down type of events that will be generated during the planned maintenance window. Every now and then, Mary creates the same policy with a change in date and time and conditions that contain configuration items (CI) details. After the maintenance window is over, she manually deletes the blackout policy after the change request is updated and closed.

Mary learns about the end-to-end solution provided by BMC Helix Intelligent Automation for blackout policies that can save her from spending time doing repeated activities, and also take care of any errors occurring due to the manual process. She configures the solution, and now, every time a change request is created, a blackout policy is also created in BMC Helix Operations Management with the CI details. All events generated for the CIs are marked as blackout in BMC Helix Operations Management and no actions can be performed on them. After the blackout period is over, she updates the status of the request to Completed and the policy gets deleted automatically, thus saving a lot of time and efforts.

If Mary wants to, she can update the CI details in the change request before the start date and the policy gets updated accordingly. This gives her the flexibility of managing the maintenance window more efficiently without a scope for manual errors. 

The following image shows the solutions available in BMC Helix Intelligent Automation and the Blackout Policy solution described in the scenario: 

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BMC Helix Intelligent Automation offers the following solutions:

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Description

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Proactive Service Resolution for trouble ticket management

Creates TM Forum 621 trouble tickets in the BMC Helix for CSP or ServiceNow Telecommunications and Media Assurance Workflows trouble ticket management systems automatically for critical events generated in BMC Helix Operations Management.

Depending upon the requirements, service details and configuration items (CI) can be automatically associated with the trouble ticket. 

Proactive Service Resolution for incident management

Creates incidents in BMC Helix ITSM automatically for critical events generated in BMC Helix Operations Management.

Depending upon the requirements, service details and configuration items (CI) can be automatically associated with the incident. 

Blackout policy

Creates a blackout policy in BMC Helix Operations Management automatically based on a change request created in BMC Helix ITSM.

Use this solution to implement a blackout period, blackout events in that period, and end the blackout period automatically, with no manual intervention.