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BMC Helix Multi-Cloud Service Management is an exciting, new SaaS product from BMC. One of the biggest issues for IT organizations today is how to allow their development teams to work in an agile development process, using the DevOps tools such as Jira Software, Azure DevOps, and CA Agile Central (formerly: Rally) that make them productive, while still having IT governance over the work that is happening.


BMC Helix Multi-Cloud Service Management provides the ability to tightly integrate ITSM processes with those key DevOps processes, allowing for visibility and collaboration from either side, all in a cloud-delivered solution!


How BMC IT Succeeded with Multi-Cloud Service Management

BMC IT had a real problem on their hands. They needed an easy way to effectively collaborate between the service desk and developers. Developers improve the products based on reported incidents and also fix defects. BMC IT uses Remedy ITSM for their Service Desk processes and uses CA Agile Central to track user stories and defects for their development teams. Before BMC Helix Multi-Cloud Service Management, the transfer of information was tedious and error prone.  Reports needed to be run to identify the records that should be sent to Agile Central for the development team to work on, and then the records needed to be manually entered into the system.   Collaboration between the developers and the service desk was not easy and was being done in an ad hoc manner via email. BMC IT needed a solution, so they decided to evaluate the capabilities of BMC Helix Multi-Cloud Service Management.


BMC Helix Multi-Cloud Service Management provides some key capabilities that the BMC IT team was looking for to solve their problems.   BMC IT needed a solution that would provide the following capabilities without the need to code:


  • Out of the box integration with Agile Central that just works.

  • Automated transfer of incidents based on configuration policies (rules).
  • Tight User Interface integration with Smart IT to show details about the Agile Central issue.

  • Ability for bi-directional collaboration and to track responses in the system for auditability.

  • Dynamically create different types of issues in Agile Central based on data in Remedy ITSM, which would be stored in custom ITSM fields.

  • Dynamically select the appropriate Agile Central project based on the business service stored in Remedy ITSM on the incident.

  • Ability to view changes in Agile Central that are coming from Remedy ITSM and converted into the actual values used in CA Agile Central.


How does BMC Helix Multi-Cloud Service Management solve these key requirements from BMC IT? Let's take a look!


Tight integration with Smart IT for Service Desk agents

BMC Helix Multi-Cloud Service Management provides BMC IT service desk agents with the ability to see data from Agile Central within Smart IT.  Smart IT includes a section of the screen that displays the details from CA Agile Central.  The contents of the section are completely configurable and can include both out of the box fields and custom CA Agile Central fields.  BMC IT make use of this capability to allow their service desk agents to view the details of what the development team is doing, without having to go into Agile Central.


Bi-directional collaboration

BMC Helix Multi-Cloud Service Management makes it easy for BMC IT service desk agents to collaborate with developers.  Service desk agents can identify if an activity note should be shared with the developer working in Agile Central and vice versa.   Shared activity notes provide history and auditability on the discussions that are no longer lost in emails.   


Dynamic data transfer without coding

The other capability that BMC IT needed was for the transfer of data be dynamic, based on information provided in Remedy ITSM.   In some cases, the incident in Remedy ITSM needed to be sent to Agile Central as a user story. In other cases, the incident needed to be treated as a defect. BMC IT already had fields in Remedy ITSM where they were tracking this information.   BMC Helix Multi-Cloud Service Management was able to use these custom fields, without any need to change code. BMC IT built mappings in BMC Helix Multi-Cloud Service Management that would appropriately create either user stories or defects in Agile Central based on the data on the Remedy ITSM ticket.  Configuring the flows to do this was completed in just a few minutes, as the configuration UI was all point and click.    


BMC Helix Multi-Cloud Service Management also provided BMC IT with an easy point-and-click mechanism to select the appropriate project in CA Agile Central based on the business service selected.   This, again, was completed in minutes without any need for coding.


Visibility in Agile Central to Remedy ITSM tickets

BMC IT needed a way for their developers to see Remedy ITSM ticket updates while they work in CA Agile Central.  BMC Helix Multi-Cloud Service Management automatically identifies updated tickets, identifies the fields that were sent to Agile Central and creates an activity log in CA Agile Central whenever data in Remedy ITSM changes that the developer should know about.   BMC Helix Multi-Cloud Service Management even transforms the value from the Remedy ITSM value to the CA Agile Central value, if needed.   (e.g. ITSM Priority High can be mapped to be displayed in Agile Central as Critical).



BMC Helix Multi-Cloud Service Management has been very successful making BMC IT’s service desk agents and developers much more productive, and has improved the amount of collaboration and tracking. 


According to BMC IT Senior Manager Srinivas Koka:


Before BMC Helix Multi-Cloud Service Management, BMC IT was using a proprietary, complex workflow automation tool for the integration, if any error happens, we had to wait for the Workflow Admin to debug the issue. This manual process was very inefficient and a time consuming process."


We would like to hear more from the community on how you are solving or trying to solve the business problem of integrating  DevOps and ITSM Processes.  Please comment below.  Thank you for your time!