This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

BMC Helix Multi-Cloud Broker for BMC Helix ITSM

BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that provides the following features:

  • Collaborated and automated incident brokering to address some of the service management challenges faced when you use services from multiple cloud providers.
  • DevOps integration features to enable DevOps teams to integrate their agile development tools for better collaboration.

For more information about BMC Helix Multi-Cloud Broker, see Orientation.

Through BMC Helix Multi-Cloud Broker, use BMC Helix ITSM as a single point of management for incidents and issues with multiple cloud providers. When you, the service desk agent, create an incident from BMC Helix ITSM, BMC Helix Multi-Cloud Broker creates a corresponding ticket with the appropriate cloud service provider. Similarly, when a developer creates an issue in an issue tracking system such as JIRA, BMC Helix Multi-Cloud Broker creates a corresponding ticket that can be viewed in BMC Helix ITSM.

Related topics

Ticket brokering from BMC Helix ITSM into third-party applications

Getting started with BMC Helix Multi-Cloud Broker Consolidation of tickets from third-party applications into BMC Helix ITSM
IT operations management integration between Azure Monitor and BMC Helix ITSM
Data security management via integrations between BMC Helix ITSM and third-party applications 


Incident brokering

  • After Service Desk agents create incidents in BMC Helix ITSM, the incidents can be brokered from BMC Helix Multi-Cloud Broker to cloud service vendors like AWS and Salesforce Service Cloud.
  • When BMC Helix Multi-Cloud Broker creates a ticket with the cloud service vendor, the BMC Helix ITSM ticket includes the ID of the vendor ticket.
  • When you add a comment to the incident in BMC Helix ITSM, BMC Helix Multi-Cloud Broker adds that comment to the corresponding vendor ticket.
  • The fields that are updated in the vendor ticket and the incident in BMC Helix ITSM remain synchronized.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSM incident.

DevOps integration

  • BMC Helix Multi-Cloud Broker creates issues in DevOps tools for change requests or incidents that are created from BMC Helix ITSM.
  • When BMC Helix Multi-Cloud Broker creates an issue in a DevOps tool like JIRA, BMC Helix ITSM displays the ID of the issue.
  • When a developer adds a comment to an issue created in a DevOps tool like JIRA, the comment is added to the corresponding BMC Helix ITSM change request or incident.
  • Any updates to fields in the DevOps tool like JIRA, are reflected in the corresponding incident in BMC Helix ITSM.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSM change request or incident.
  • When you add a comment to the ticket in BMC Helix ITSM, BMC Helix Multi-Cloud Broker adds a comment to the corresponding issue created in a DevOps tool like JIRA.

 

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