Space banner This documentation supports the 18.05 version of Multi-Cloud Service Management.To view the documentation for the previous version, select 18.02 from the Product version menu.

Incident management for multiple vendors

When utilizing cloud services from multiple providers, organizations face the challenge of submitting requests in various issue tracking systems. BMC Helix Multi-Cloud Service Management enables you to manage incidents for multiple vendors using Remedy with Smart IT.

Scenario

Calbro Services uses the Salesforce Chatter service for collaboration among employees within their organization. An employee experiencing connection issues with Chatter creates a internal service desk ticket. The incident is assigned to Mary, who is a service desk agent. On closer examination, Mary concludes that the issue needs to be reported to the cloud service provider for resolution. Mary logs a ticket with Salesforce Service Cloud.

The following conditions apply to this scenario:

  • Mary uses Remedy IT Services Management (ITSM) for incident management.
  • A ticket needs to be created with Salesforce Service Cloud.

Flow

Calbro Services implements their requirements by using BMC Helix Multi-Cloud Service Management:

  1. The tenant administrator sets up Multi-Cloud Service Management to integrate Remedy ITSM with Salesforce. The administrator also sets up the required trigger conditions for the vendor ticket creation.
  2. Mary creates a Remedy ITSM incident by using Smart IT.
  3. BMC Helix Multi-Cloud Service Management validates the trigger conditions and creates a ticket with Salesforce Service Cloud.
  4. The Remedy ITSM incident displays the details of the vendor ticket along with other incident details in the  Smart IT console.

UseCaseIncidentBrokering.png

Benefits

  • Effective ticket management from a single console
  • Easy tracking of ticket data and updates


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*