Understanding BMC Intelligent Ticketing

BMC Intelligent Ticketing solution optimizes the way event generation and incident creation processes operate together to manage your IT.

Following information is provided:

Interaction between the Event Monitoring and the Incident Management system

The following table describes the functions of the event monitoring system and incident management system.

Event Monitoring	Incident Management
Focuses on events. Leverages event's correlation with CI (configuration item). Validates and reports the impacted items. Manages the life-cycle of an event.	Focuses on incidents. Events are details that enrich an incident. Incidents are intended to capture all related information that ultimately leads to identifying and resolving the root cause of a reported issue. Manages the life-cycle of an incident.

The BMC Intelligent Ticketing solution enables optimum interaction and collaboration between the event monitoring system and incident management system. BMC Intelligent Ticketing solution does not just focus on creating an incident for every event, but instead transforms infrastructure events into a set of related Causal incidents and Impact incidents that can be routed and managed to closure.

The level of interaction is established based on the maturity of event monitoring system.

BMC Intelligent Ticketing levels

Depending on the maturity of Event Monitoring system in your IT environment, BMC Intelligent Ticketing solution can operate at different levels. At each level, different incidents are created.

The following topics describe different ticketing levels and type of incidents created at each level.

Level 1: Event-based ticketing

Maturity level: Event Monitoring system is not using CMDB and service model is not deployed to relate CIs.

Policy used: Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events.

Incidents created: For every event, an Event Incident is created and routed to the appropriate service desk technician.

End-to-end flow: See Event-based-ticketing.

The following diagram illustrates how Event incidents are created in Level 1.

Level 2: Infrastructure-based ticketing

Maturity level: Event Monitoring system uses CMDB. The categorization of CIs are normalized, and either resolution product categorizations or Supported By relationships to CIs are used for routing.

Policy used: Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events.

Incidents created: At this level, the Causal CI is identified from the event. A single Causal Incident is created with event and Causal CI information and is routed to the appropriate service desk technician.

End-to-end flow: See Infrastructure-based-ticketing.

The following diagram illustrates how a Causal Incident with event information is created in Level 2.

Level 3: Impact-based ticketing

Maturity level: Incident management uses CMDB and service model is deployed to relate CIs, the categorization of CIs are normalized, and either resolution product categorizations or Supported By relationships to CIs are used for routing. Service model is leveraged to inform the impact of incidents on key business services.

Policies used: Causal Component-Optimized and Impacted and Causal Component-Optimized.

Incidents created: At this level, both the Causal CI and the Impacted CIs are identified. Causal Incident is created with event and Causal CI information. Impact incidents are created with information about the higher level impacted business service or CI and are routed to the appropriate service desk technician.

End-to-end flow: See Impact-based ticketing.

The following diagrams illustrate how Causal Incident with event information and Impact incidents are created in Level 3 depending on the policies used.

BMC Intelligent Ticketing levels and policies

Refer to the following table to understand the relationship between Intelligent Ticketing levels and policies that are used for incident creation.