Incident brokering with Multi-Cloud Service Management

When organizations utilize services from multiple vendors, managing incidents across multiple ticket management systems presents a challenge to effective service management. BMC Helix Multi-Cloud Service Management facilitates efficient service management by integrating Remedy IT Service Management (ITSM) with cloud service providers (for example AWS). 

When a service desk agent creates an incident in Remedy IT Service Management (ITSM), BMC Helix Multi-Cloud Service Management creates a corresponding ticket with the appropriate cloud service provider (for example AWS). BMC Helix Multi-Cloud Service Management ensures that the notes and the status of the incident as well as the vendor ticket remain updated. The Smart IT console displays the vendor ticket ID as a link that opens the ticket in the vendor ticket management system.

BMC Helix Multi-Cloud Service Management provides the following out-of-the-box features:

• Incident brokering with Amazon AWS
• Incident brokering with Salesforce Service Cloud

BMC Helix Multi-Cloud Service Management features for incident brokering

Configuring BMC Helix Multi-Cloud Service Management for incident brokering, enables:

• Automatic creation of a ticket with the cloud service provider when an incident is created in Remedy ITSM (using Smart IT).
• Automatic creation of an incident in Remedy ITSM when a ticket is created in Salesforce Service Cloud.
• Notifications for status updates so that changes in the status of an incident are synchronized between Remedy ITSM and the cloud service provider.
• Updates to incident notes in the Remedy ITSM incident as well as in the vendor ticket.

BMC Helix Multi-Cloud Service Management without Smart IT

You can integrate BMC Helix Multi-Cloud Service Management with vendor ticketing systems without using Smart IT.  Instead of the Smart IT console, you can use BMC Remedy Mid Tier, to view incidents. While you cannot view the vendor ticket details, you can view the work logs to verify that tickets are being brokered.

When working without Smart IT, BMC Helix Multi-Cloud Service Management supports all available features except the sending of an activity note from Remedy ITSM to the vendor ticket.

Ticket brokering with BMC Helix Multi-Cloud Service Management

BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create vendor (AWS/Salesforce) tickets.

Connector: A connector is an integration (connection point) with a BMC application or a third-party application. Connectors are configured in BMC Integration Service.

Flow: A flow is a connection between two connectors that enables you to accomplish a certain task. A triggering event in the source application causes an action to take place in the target application. Flows are configured in BMC Integration Service.

Process: A process uses rules and actions to implement the business logic for a given business use case. Processes are configured in Innovation Studio.

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 a vendor ticket is created automatically

The following diagram illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes when an incident is created:

How Remedy ITSM incidents are created

A Remedy ITSM incident is created when a Saleforce Service Cloud case is created with the status as escalated.

The following diagram illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes when a vendor ticket is created:

How activity notes and status are updated in BMC Helix Multi-Cloud Service Management

• When a service desk agent adds a comment to the Remedy ITSM incident in Smart IT and clicks
  Share with AWS/Salesforce, the comment is added to the vendor ticket.
• When a field is updated in Remedy ITSM, BMC Helix Multi-Cloud Service Management updates the corresponding vendor ticket with a comment listing the field name with the new and existing values. BMC Helix Multi-Cloud Service Management adds a comment only for those fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
• Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields. This behavior applies to the fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
• A Remedy incident is marked as resolved when the vendor ticket is closed based on the option you select when you specify technology provider and field mapping during Vendor data configuration. 
• When a Case Comment is added to a Salesforce Service Cloud ticket, Smart IT displays the comment as an activity note for the corresponding incident.
• Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident.
• When a Remedy ITSM incident is Cancelled, Closed, or Resolved, the corresponding vendor ticket is Closed.

Activity notes display the vendor ticket numbers. Following is an example of an activity note:

Business rules created ticket <ID> in AWS

Where to go from here

To configure incident brokering, see Configuring-BMC-Multi-Cloud-Service-Management.