Triage and remediation

This topic contains a scenario in which the runbook and concomitant workflows automate the triage and remediation of high-volume events in a typical IT operations environment.

Products involved

Following are the primary products involved in this use case:

• BMC Atrium Core (BMC Atrium CMDB)
• Service Assurance
  • BMC ProactiveNet Performance Management
• Service Automation
  • BMC Atrium Orchestrator
• Service Support
  • BMC Remedy IT Service Management (ITSM)
  • BMC Change Management

Technical use case

1. A monitored component exceeds a specified threshold, and an event is generated.
2. The event reaches BMC ProactiveNet Performance Management.
3. The event matches criteria set in a remote action policy in BMC ProactiveNet Performance Management, and the event is forwarded to BMC Atrium Orchestrator.
4. BMC Atrium Orchestrator triggers the triage workflow based on the information contained in the event.
5. Workflow performs the triage and creates the change request and incident.
6. The configuration item (host) on which the event occurred is extracted from the CMDB and attached to a change and an incident.
7. After the change is approved, remediation workflow is triggered to resolve the issue that caused the event.
8. Workflow updates the remediation details to the change and waits for the event to be closed.
9. After the event is closed in the specified time, workflow closes the change and the incident.
10. All the actions carried out by the workflow are posted to the event notes at every stage of the process.