This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

BMC Helix Multi-Cloud Broker for Smart IT

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

  • Collaborated and automated incident brokering to address some of the service management challenges faced when using 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.

BMC Helix Multi-Cloud Broker enables you to use the Smart IT console as a single-point-of-management for incidents and issues with multiple-cloud providers. When a service desk agent creates an incident from the Smart IT console, 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 inBMC Helix ITSM that can be viewed in the Smart IT console.

Related topics

Enabling-BMC-Helix-Multi-Cloud-Broker-for-Smart-IT

Incident brokering

Consolidation of tickets from vendor applications into BMC Helix ITSM

DevOps integration

IT operations management integrations for cloud monitoring

Security

Smart IT for incident brokering

When Service Desk agents create incidents in the Smart IT console, they 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 Smart IT  ticket includes the ID of the vendor ticket.
  • When you add a comment to the incident in Smart IT, BMC Helix Multi-Cloud Broker adds a comment to the corresponding vendor ticket.
  • Updates to fields in the vendor ticket and the incident in Smart IT remain synchronized.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSM incident.

Smart IT for DevOps integration

BMC Helix Multi-Cloud Broker creates issues in DevOps tools for change requests or incidents that are created from Smart IT.

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

 

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