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Setting up the Service Dashboard


DashBoardGliff.png

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



    1. Click settings.pngSettings to open the BMC Helix Multi-Cloud Service Management configuration page.
    2. Navigate to Setup Service Dashboard > Manage Services.
    3. Click addService.PNG.

      addServiceScreen.png
    4. 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.

    5. Click Save.

To configure service targets

  1. Click settings.pngSettings to open the Multi-Cloud Service Management configuration page.
  2. Navigate to Setup Service Dashboard > Configure Service target.
  3. 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.

  4. 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.


 

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