Setting up and going live
The following diagram provides an overview of onboarding SaaS subscribers:
Request for BMC Helix ITSM Insights
If you are interested in obtaining a license for BMC Helix ITSM Insights, contact your BMC Account Manager.
Onboard and activate
During this phase, the BMC SaaS Operations team configures your BMC Helix ITSM Insights solution. BMC provisions the required environments and configures basic customer-specific content. When activation activities are completed, BMC sends an email message to your technical contacts with login credentials and general information about accessing and using the services.
Use
After activation, problem coordinators and Service Desk managers can start using BMC Helix ITSM Insights to:
- View Proactive problem management dashboard
- Create recurring and on-demand jobs for the proactive problem management dashboard
- Launch problem investigation seamlessly from BMC Helix ITSM Insights
- View emerging hotspots by using the Real-time incident correlation dashboard
- View resolution insights
The following diagram provides an overview of onboarding on-premises users:
The following table provides a logical sequence to set up BMC Helix ITSM Insights for on-premises users:
Task | Action | Reference |
|---|---|---|
BMC - Make deployment artifacts available | ||
1 | Make deployment artifacts available. | Host BMC Helix Innovation Suite container images and token to access the images on the Electronic Product Download (EPD) site and make the deployment artifacts available for download. |
System administrator - Set up system requirements and perform deployment | ||
2 | Make sure that your system meets the hardware and software requirements. | System requirementsin BMC Helix Service Management Deployment documentation. |
3 | Download the artifacts required to perform the installation from the BMC Electronic Product Distribution (EPD) site. | Downloading the installation filesinBMC Helix Service Management Deployment documentation. |
4 | Run the HELIX_ONPREM_DEPLOYMENT pipeline. | Performing the BMC Helix Service Management installationin BMC Helix Service Management Deployment documentation. |
5 | Obtain licenses and perform post-deployment tasks | (in BMC Helix Service Management Deployment documentation) |
Problem Coordinators and Service Desk Managers - Perform configurations | ||
6 | Create recurring and on-demand jobs for the proactive problem management dashboard | |
Configure the incident correlation algorithm to detect similar incident clusters | ||
Problem Coordinators and Service Desk Managers - | ||
7 | Work with the Proactive problem management dashboard in BMC Helix ITSM Insights | |
View emerging hotspots by using the Real-time incident correlation dashboard | ||
As a tenant administrator, you can use the tctl utility to manage tenants and services. For more information about this utility, see Using the tctl utility to manage tenants and services.