This documentation supports an earlier version of BMC Helix Operations Management.To view the documentation for the latest version, select 23.3 from the Product version picker.

Integrating with BMC Helix ITSM by using the Integration Service

With Proactive Service Resolution (PSR), proactively manage the IT infrastructure risks that impact the performance of your applications and services. Use PSR to integrate event management with incident management with a reduced human effort. PSR tranforms infrastructure events into related infrastructure incidents, so that your organization can achieve a higher availability of your applications and key business services through near real-time collaboration between operations and the service desk.

To know more about the PSR level 1 (L1) and level 2 (L2) use cases, see the following topics:

Related topic

Creating ServiceNow incidents for BMC Helix Operations Management events by using Jitterbit Harmony

Integrating-with-BMC-Helix-ITSM-by-using-BMC-Helix-Intelligent-Automation

For BMC Helix Operations Management PSR integration, the following is mandatory:

  • BMC Helix Operations Management and BMC Helix IT Service Management must be registered to BMC Helix Integration Service.

  • BMC Helix Operations Management must be configured in the Integration Studio. For more information, see Adding or updating a configuration.

For this, you must register BMC Helix Operations Management and BMC Helix IT Service Management to BMC Helix Integration Service.

What happens after you register BMC Helix Operations Management to BMC Helix Integration Service?

Immediately after BMC Helix Operations Management is registered to BMC Helix Integration Service, the following out-of-the-box policies are executed in the given order:

  1. Predefined Enrichment Policy for Incident
  2. Predefined Notification Policy for Incident

For information about out-of-the-box policies, see Out-of-the-box-event-policies-and-templates.

For more information about the involved products and the required versions for the integration, see Proactive Service Resolution with BMC Helix Integration Service. 

For more information about setting up the integration, see Setting up Proactive Service Resolution to enable automatic incident management.