This documentation supports the 23.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.To view an earlier version, select the version from the Product version menu.

Cloud monitoring and notification management via integrations between BMC Helix ITSM and IT operations management tools

BMC Helix Multi-Cloud Broker provides integration with IT operations management (ITOM) vendors such as TrueSight Operations Management and Azure Monitor to create incidents in BMC Helix ITSM to track the availability, consistency, reliability and quality of your services.


Benefits of cloud monitoring

Cloud monitoring provides the following benefits:

  • When an alert or an event is generated in a third-party ITOM application, a corresponding incident is created in BMC Helix ITSM.
  • Alerts or events are updated in the third-party ITOM application based on updates to BMC Helix ITSM incidents.
  • The BMC Helix ITSM console displays alert or event information.


Components used to create tickets

BMC Helix Multi-Cloud Broker uses connectors, flows, and processes to create BMC Helix ITSM tickets from monitoring service notifications. Whenever the monitoring service fires notifications, the flow created between the application connector and BMC Helix Multi-Cloud Broker connector is triggered and BMC Helix Multi-Cloud Broker receives the ticket details. From BMC Helix Multi-Cloud Broker, the data is passed on to BMC Helix ITSM using the process defined in BMC Helix Innovation Suite. 

The following images show the components that you can configure:

Jitterbit.png

Integration service.png

Learn about BMC Helix iPaaS, powered by Jitterbit and its components in BMC-Helix-iPaaS-powered-by-Jitterbit-overview.

Learn about BMC Helix Integration Service and its components in BMC-Helix-Integration-Service-overview.

Important

The out-of-the-box configuration requires minimal changes for most scenarios. As an administrator, you can customize the configuration based on your organization's requirements.

How incidents are consolidated into BMC Helix ITSM by using BMC Helix iPaaS

The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix iPaaS to create a BMC Helix ITSM incident from a third-party application ticket:

ITOM_ITSM_integration.png

How incidents are consolidated into BMC Helix ITSM by using BMC Helix Integration Service

A BMC Helix ITSM incident is created when an Azure alert is fired and meets the trigger condition defined in the flow.

The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix Integration Service to create a BMC Helix ITSM incident from a third-party application ticket:

Monitoring_22.1.02.png

Supported integrations 

The following table lists available integrations between BMC Helix ITSM and third-party ITOM applications:

Where to go from here

Setting-up-and-going-live


 

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