Product Description:

BMC Helix Multi-Cloud Service Management is a flexible, configurable cloud-based service that enables organizations to resolve problems and manage their portfolio of on-premises, cloud, & hybrid IT services.

Business Challenge

Digitally transformed enterprises utilize hundreds of cloud services from multiple cloud vendors across their organizations. IT organizations face the daunting tasks of not only cost-effectively managing these services but also efficiently resolving support and service issues. Current methods for incident resolution require manual management of incident issuing and tracking between the service desk to the third-party service and/or provider. IT must be able to:

• Collaborate effectively with service vendors to troubleshoot/resolve problems
• Tightly integrate incident, change and problem management with leading agile development solutions.
• Audit service performance capabilities to measure service integrity

• Cloud-based service solution: Optimized to manage hybrid environments.
• Collaborative, automated incident brokering: Integrate and manage incidents directly into the cloud provider’s service desk.
• Collaborate instantly: Communicate, manage, and mitigate issues from a familiar service desk and device of choice.
• Ticket generation: Create, view, update, escalate, and generate reports of tickets across cloud services and/or providers to help resolve issues faster and with more efficiency.
• Tickets based on Alerts: Create incidents in BMC Helix ITSM based on different cloud provider alerts (i.e. Azure metric and Activity log alerts).
• Share attachments and activity notes: Adding activity notes to an incident in BMC Helix ITSM automatically gets updated in the corresponding Jira Service Desk issue or Azure DevOps work item and vice versa. Furthermore, attachments added to the activity note gets reflected in the correct Jira Service Desk issue and/or BMC Helix ITSM.
• Incident, change, work order and problem management: Holistic approach to agile DevOps management and collaboration
• Grouping: Assemble multiple related tickets into a single change across service desks (i.e., Jira user stories/defect systems in/out of BMC Helix ITSM).
• Service performance management: Get at-a-glance reports detailing overall status, uptime, notifications, and other service metrics.
• Intelligent SIEM integration: Enhanced service management with security incidents and events tools (i.e. IBM QRadar).
• Modular and configurable: Add/change services and reporting easily, even after deployment.
• Seamless integration: Leading agile dev tools like Jira and Azure DevOps. Easily develop brokering interfaces to additional dev tools.