Product overview
When organizations move to a cloud environment, they might face the challenges of processing data between different applications or managing multiple user tickets efficiently. BMC Helix Multi-Cloud Broker offers a range of flexible integrations that support your day-to-day business activities.
With these integrations, you can broker, consolidate, and manage tickets between BMC Helix ITSM and third-party applications. In addition, you can view the third-party application ticket details in BMC Helix ITSM, and view the latest updates from agents directly in the tickets.
BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that provides the following benefits:
The following video (2:06) gives you a brief overview of the integration offerings that BMC Helix Multi-Cloud Broker provides:
Watch the Youtube video about Overview of integration offerings by BMC Helix Multi-Cloud Broker
User roles
BMC Helix Multi-Cloud Broker aims to simplify the tasks for the following user roles:
Role | Responsibility |
|---|---|
BMC Helix ITSM user roles | |
Service desk agent | Create incident and problem tickets for services by using BMC Helix ITSM. |
Change manager | Create and manage change requests by using BMC Helix ITSM. |
Work order manager | Create and manage work order by using BMC Helix ITSM. |
BMC Helix Multi-Cloud Broker user roles | |
BMC Helix Multi-Cloud Broker administrator | Use out of the box integration templates or flows to run an integration. When using BMC Helix Integration Service, an administrator can also create their own flows. |
BMC Helix Multi-Cloud Broker service owner | View service levels for service providers and monitor the ticket status for multiple service providers. |
Developer | When using BMC Helix Integration Service, a developer can create custom connectors and flows for services that are not provided out of the box. |
Product features
BMC Helix Multi-Cloud Broker provides multiple product features. These features are available via different integration platforms that BMC Helix Multi-Cloud Broker uses to help you integrate BMC Helix ITSM with third-party applications.
Feature | Description | Reference |
|---|---|---|
DevOps Toolchain | Integrate the tools used by development teams into the overall change process and governance that the IT organization mandates. | |
Ticket Brokering | Manage multiple service desk management issues when working in an IT environment with a multi-cloud, multi-provider setup. | |
Ticket Consolidation | Manage tickets across multiple cloud providers in one integrated service desk or directly collaborate with multi-cloud providers to efficiently troubleshoot and resolve issues. | |
Events and SecOps | Use pre-built integrations with cloud monitoring tools to evaluate and monitor your network resources and automatically create incidents in BMC Helix ITSM. | |
Cloud service dashboard | Track response and resolution time for multiple service providers. Check information about how many incidents were raised for a given time period, what was the response time for the incidents, and how many were resolved within the defined SLA. | |
Incident Alerting | Use the pre-built integration IBM QRadar Security Information and Event Management (SIEM) to automatically create incidents in BMC Helix ITSM whenever a security offense is generated in IBM QRadar SIEM. |
Comparison of features supported by integration technologies
The following table lists the available integration features and the support BMC Helix iPaaS, powered by Jitterbit, BMC Helix iPaaS, powered by MuleSoft, and BMC Helix Integration Service provides for these features:
Product licensing and files
Access to BMC Helix Multi-Cloud Broker and its features is subscription-based. You must also have BMC Helix ITSM and one of the BMC Helix iPaaS services to run the BMC Helix Multi-Cloud Broker Service. For detailed information about licensing terms, see BMC Helix Multi-Cloud Broker service.
Product files that you need to implement integrations are hosted on the Electronic Product Distribution site.
Learn more
Refer to the following table to learn more about the product:
Goal | Reference |
|---|---|
Where do I begin? | |
How do I achieve value with BMC Helix Multi-Cloud Broker? | |
Where do I start setting up the product? | |
Where do I find information about resolving issues related to the product? |