Incident creation from TrueSight Operations Management events

BMC Helix Multi-Cloud Broker provides prebuilt integration with TrueSight Operations Management to create incidents in BMC Helix ITSM whenever TrueSight Operations Management events are generated.


Scenario

Scenario

Apex Global uses TrueSight Operations Management to monitor the performance and availability of the infrastructure and the applications that comprise their services. They also use TrueSight Operations Management to monitor events coming from the infrastructure devices and the transactions from the applications that enable the services they deliver. BMC Helix Multi-Cloud Broker creates incidents in BMC Helix ITSM whenever events are triggered in TrueSight Operations Management, so that Apex Global can remediate the issue before a service request is raised for the problem.

Apex Global has the following requirements:

  • TrueSight Operations Management generates an event for a device whenever a defined threshold value for the device is breached.
  • A ticket must be created with BMC Helix ITSM.


Workflow

Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:

Product

User

Action

Reference

BMC Helix Multi-Cloud Broker

Administrator

Set up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with TrueSight Operations Management.

BMC Helix Multi-Cloud Broker

Administrator

Set up the required trigger conditions for creating incidents in BMC Helix ITSM.


Results

After Apex Global performs the tasks to integrate BMC Helix ITSM with TrueSight Operations Management, TrueSight Operations Management events are synchronized to BMC Helix ITSM incidents in the following ways: 

  1. TrueSight Operations Management generates events when it finds issue with any device.
  2. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in BMC Helix ITSM.


Benefits

  • Effective ticket management from a single console.
  • Easily track issues through automatic ticket creation and updates.
  • Remediate issues before a service request is created for the problem.


 

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