BMC Helix Multi-Cloud Broker for BMC Helix ITSM

 is an add-on offering for  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 , see Orientation.

Through , use  as a single point of management for incidents and issues with multiple cloud providers. When you, the service desk agent, create an incident from ,  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,  creates a corresponding ticket that can be viewed in .

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 ITSMIT operations management integration between Azure Monitor and BMC Helix ITSMData security management via integrations between BMC Helix ITSM and third-party applications 


Incident brokering

  • After

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

DevOps integration

  •  creates issues in DevOps tools for change requests or incidents that are created from .
  • When  creates an issue in a DevOps tool like JIRA,  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  change request or incident.
  • Any updates to fields in the DevOps tool like JIRA, are reflected in the corresponding incident in .
  • Status changes to a vendor ticket are reflected as an activity note on the  change request or incident.
  • When you add a comment to the ticket in ,  adds a comment to the corresponding issue created in a DevOps tool like JIRA.

 

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