Skip navigation
1 2 Previous Next

BMC Helix

26 Posts authored by: Karl-Anders Falk Employee
Share This:

Helix Monitoring Overview.PNG

 

To ensure best possible availability of your Helix Services, the SaaS Operations team is monitoring and managing the services our customers subscribe to.

Any alerts from the monitoring tools creates an incident that is picked up by the SaaS Operations NOC (Network Operations Center) team and managed through to closure.

 

 

An overview of the process can be found in this chart:

Monitoring Process.PNG

The Infrastructure and the applications are monitored using appropriate tools, the majority from the BMC Helix Monitor/ (Truesight) set of solutions, but also more vendor specific tools where so required. Alerts from the various tools are consolidated and correlated into the Truesight Operations Event Management module TSOM (Truesight Operations Management), generating enriched Incidents in the SaaS Operations Helix Remedy environment called Myportal.

 

The SaaS NOC (Network Operations Center) team based in Pune India are assigned to all the incoming Incidents except DB and Network alerts which are assigned directly to the DBA and Network teams. The teams work on the alerts in shifts, 24x7. Many of the standard Incidents have predefined runbooks with automatic resolutions - while others are remediated manually by the NOC team following a documented procedure.

 

In case a 1-Critical incident is raised, it is assumed to be a PROD outage where many End-Users/Customers Businesses are impacted. The NOC will then immediately manually like any user try to log in to the customers environment to confirm if it really is an outage or not. In case they can not log in, they through automation Open a BMC internal bridge, calling in a MIM(Major Incident Manager) and SME's (Subject Matter Experts) to manage the investigation. The automation also send out a Notification  to customers informing the customer their Service might be impacted, indicated by a critical alerts from our monitoring tools, and creates an unavailability record in our disruption database.

 

Once the outage is remediated through a solution or workaround, a Problem ticket is created and the MIM starts preparing a MIR (Major Incident Report) document, that can be requested by customers. It contains information about the incident, what was done to restore the service and what will be done to prevent it from happening again. If known at that time it will also explain what caused the outage.

 

The NOC sends out a notification telling the customer that the service has been restored. The actual outage time is collected from our Transaction monitoring tool that simulates a user logging in - and is stored in the Unavailability record. For other alerts the actual timing of the alert is used to define the incident duration.

 

After NOC has updated the disruption DB,  the availability can be seen by Helix Remedy customers on the i.onbmc.com Service Status Dashboard, based on the disruption DB data. Work is ongoing to extend this to additional Helix Services.

 

 

i.onbmc availability.PNG

 

 

Details on our policies can be found on our documentation site docs.bmc.com here:

 

Policies - BMC Helix Subscriber Information - BMC Documentation

 

Examples of Policies related to availability:

https://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Availability+policyhttps://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Availability+policy

https://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Notification+policy

https://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Incident+Response+policy

Share This:

Hi,

please make sure to follow the blogpost published by our SaaS Security team on how the recently identified vulnerability is managed in our cloud.

It has been categorized as LOW risk, and will thus be remediated as part of scheduled maintenance.

Helix Security Advisory: Remedy AR System Vulnerability Update

 

 

https://communities.bmc.com/blogs/application-security-news/2019/01/09/security-notice-remedy-ar-system-vulnerability

 

 

 

Best regards

/KAF

 

Lead Business relationship Manager

BMC Helix SaaS Operations

Karl-Anders Falk

Share This:

Dear customers,

please see what is new in the BMC Helix Multi-Cloud solution in this blog-post.

 

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/12/05/seamless-service-management-with-bmc-helix-multi-cloud-service-management-1811

 

Best Regards

/KAF

 

Karl-Anders Falk

Lead Business Relationship Manager

Helix SaaS Operations

Share This:

Dear Remedy as a Service Community,

read this newsletter about what has been released as of late.

 

Hot Off The Press: December 2018

 

Best Regards

/KAF

 

Lead Business Relationship Manager

Helix RaaS Operations

Share This:

Dear all,

a new blog is posted listing news in Digital Workplace 1811, just recently released.

 

What's new in BMC Digital Workplace 18.11 ?

 

Best Regards

/KAF

 

Karl-Anders Falk

Lease Business Relationship Manager

Helix RaaS Operations

Share This:

InformationWeek say:

"The largest cloud providers may be familiar names, but their offerings are changing and the cloud marketplace is rapidly evolving. Browse our list of cloud vendors to watch in 2019.

 

BMC (@BMCSoftware) offers a suite of management tools that provide monitoring, security, automation, and cost control for multi-cloud environments. Specifically, the Helix multi-cloud management platform should be of specific interest for businesses looking to gain advantage with multi-cloud architectures."

 

Read the full article here:


https://www.informationweek.com/cloud/cloud-vendors-on-the-rise-in-2019/a/d-id/1333180?hootPostID=0150c3f29d6ee27b280ef4a78fb926c4

 

 

https://www.informationweek.com/

 

Remedy ITSM Remedy AR System Digital Workplace Developer Community

Share This:
Share This:
Share This:

Digital Workforce.PNG

 

 

 

One of the most important elements of a people-centric #DigitalWorkplace approach is the service catalog.

Our latest white paper on best practices to deliver a service catalog employees will love is now available.

We cover how organizations can modernize their service catalog by:

 

    • Incorporating proven best practices from the world’s top consumer storefronts
    • Enabling external vendors to onboard their own services
    • Building in flexibility and continuous improvement for long-term value

 

Download here: https://bit.ly/2lsqmvG  .

 

Digital Workforce2.PNGDigital Workforce3.PNG

Share This:

The i.onbmc.com SaaS support portal now allows users to collaborate on requests raised by their peers. Previously only the requester could update the request through i.onbmc.com - now anyone on the team can use the Service Request Report to update any request.

 

There is also the ability to view, upload and download attachments/files. There is a limitation on the file size and file types. Attachments are limited to 10 MB and the restricted file types include .exe, .com, .php, .asp, .html and .htm. For security reasons, .exe files are not accepted, however if you need to attach one of the other restricted file types, you can add them to a .zip file and they should be accepted.

 

Please take a look at this 2 minute video that shows the new, more colorful Service Catalog, and how to update requests through the Service Request Report.

 

 

 

To view the video in full screen format, please start the video and press YouTube at the bottom of the video window.

 

For more details on i.onbmc.com, please login to docs.bmc.com and review the updated User Guide at https://docs.bmc.com/docs/display/rondsubscriber/BMC+OnDemand+Service+Desk+overview

 

Best Regards

Karl-Anders Falk

Lead BRM (Business Relationship Manager)

BMC SaaS Operations

Share This:

Follow this link to read about the new exciting Remedy release. The blog gives an overview of what has been released and have links to more detailed information.

 

 

Remedy Fall 2017 Release (9.1.04): BMC Continues to Innovate ITSM with New CMDB User Experience, New Cognitive Capabilities in Remedy and New Multi-Cloud Service Management

Share This:
Share This:
Share This:
Share This:

New offering built with #IBM Watson technology optimizes service management experience in multi-cloud environments for employees, agents, and developers

https://www.thestreet.com/story/14340184/1/bmc-announces-cognitive-service-management-solution-with-ai-machine-learning-and-predictive-capabilities.html

Filter Blog

By date:
By tag: