Integrating with BMC Helix ITSM by using BMC Helix Intelligent Automation


BMC Helix Intelligent Automation is an automation aggregator that enables organizations to connect with automation tools of their choice and define policies to trigger remediation actions. It acts as a Manager of Managers for connecting with third-party automation tools. In the context of BMC Helix Operations Management, BMC Helix Intelligent Automation connects with BMC Helix IT Service Management to for incident management.

BMC Helix Intelligent Automation use Proactive Service Resolution (PSR) for the integration. PSR is an end-to-end solution that integrates BMC Helix Operations Management with trouble ticket management or IT service management systems to automatically create trouble tickets or incidents for critical events. The following levels are supported in this integration:

  • Level 1 (L1): Event-based service resolution
    For every critical severity event, a trouble ticket or an incident is created in BMC Helix IT Service Management by using the event details.
  • Level 2 (L2): Infrastructure-based service resolution
    For every critical severity event, an incident is created along with the impacted configuration item (CI). If CI details are unavailable in the event, or not specified in the solution, an incident is created without associating any CI.
  • Level 3 (L3): Infrastructure-based service resolution
    For every critical severity event, an incident is created along with the impacted configuration item (CI) and the impacted service details. If CI and impacted service details are unavailable in the event, or not specified in the solution, an incident gets created without associating any such information.

The following image displays the integration flow between BMC Helix Operations Management, BMC Helix Intelligent Automation, and BMC Helix IT Service Management:

PSR ITSM L1.png

 

 

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