Setting up the Service Dashboard
BMC Helix Multi-Cloud Service Management leverages the capabilities of Innovation Studio and BMC Integration Studio to present information about the health of your cloud services. BMC Helix Multi-Cloud Service Management verifies data against the service targets to display metrics for your organization’s tickets and service notifications.
For an overview see, Multi-Cloud-Service-Dashboard.
Before you begin
Ensure that you have configured incident brokering for the services that you want to track. The Ticket Brokering Library that is available with BMC Helix Multi-Cloud Service Management supports brokering with Amazon Web Services and Service Cloud from SalesForce.
To configure the Service Dashboard
Complete the following tasks to configure the Service Dashboard:
To specify a service provided by the vendor
- Click
Settings to open the BMC Helix Multi-Cloud Service Management configuration page.
- Navigate to Setup Service Dashboard > Manage Services.
- Click
.
Enter the appropriate values in the fields on the Add Service page:
Service Name as Shown in Smart IT
Enter the business service that you defined when completing the task of updating Remedy ITSM settings from the Before you begin section during configuration of BMC Helix Multi-Cloud Service Management. Ensure that you enter the exact value as defined in Remedy ITSM. You can search for the service name in Smart IT by using the Assets filter.
Vendor Organization
Select the vendor that you added in the previous task (Add your Vendor Organization).
Ticketing Technology Provider
Select from AWS, Jira, ServiceCloud, and CA Agile Central depending on the service you are integrating with.
Account ID
Not applicable.
Vendor Status Site
Enter the details of the vendor site. Specifying the site will ensure that the status of the service is displayed on the Service Dashboard. Leave this field blank when implementing DevOps integration.
Support Site
Enter the details of the support site. Specifying the site will ensure that the status of the service is displayed on the Service Dashboard. Leave this field blank when implementing DevOps integration.
- Click Save.
- Click
To configure service targets
- Click
Settings to open the Multi-Cloud Service Management configuration page.
- Navigate to Setup Service Dashboard > Configure Service target.
On the Configure Service Target page, click Create and define your service target and add the following details:
Title
Enter a name for your service target.
Company
Select the name of your organization
Data source
Select Multi-Cloud Incidents from the list.
Status
Select Enabled.
Goal Type
Specify whether you want define your target by resolution status or response time.
Effective From
Specify a date to begin tracking.
Terms and Conditions
Enter a build expression to define your terms and conditions. For example, ‘Service’ = “AWS”.
Goals and Measurement Criteria
Define your Goals and Measurement Criteria or Milestones.
- Click Save.
After specifying the service targets, select the Service Cloud Dashboard feature from the BMC Helix Multi-Cloud Service Management Configuration guide to view a list if flows. For more information on selecting features, see Selecting-features-to-implement. Update the flows that are listed to complete the configuration. Refer to Flow configuration for details.
When you finish setting up the dashboard, you can start tracking status and viewing metrics for the services that you are using.
To display notifications from your cloud service provider
If supported by your cloud service provider, subscribe to email notifications about service health and status. Use the email address that you specified while registering for BMC Integration Studio. When your cloud service provider sends a status update, the Receive Service Notification flow is triggered in Integration Studio and the data is stored in a service record definition in BMC Helix Multi-Cloud Service Management. The Service Dashboard is then updated by BMC Helix Multi-Cloud Service Management to display the latest notifications. See Flow configuration for details of the Receive Service Notification flow.