As an organization using multiple ticket management tools, it can be difficult to manage tickets across different applications. The need of using multiple ticketing tools can be debated, but is often required for better service management, and can be unavoidable at times. What is desired, therefore, is a solution that integrates different ticketing tools and provides a single platform for effective ticket management across the organization. BMC Helix Multi-Cloud Service Management enables you to integrate service management solutions such as Remedy ITSM or BMC Helix ITSM and BMC Helix Remedyforce using the out-of-the-box connectors, flows, and connector targets to provide you with a single platform for ticket management.
How does this integration between BMC Helix ITSM and BMC Helix Remedyforce enabled by BMC Helix Multi-Cloud Service Management help you?
Let’s consider a scenario, where your organization is using the following products:
- BMC Helix Remedyforce - for its ease of onboarding and adoption, and to utilize the add-on services that Salesforce Cloud offers.
- BMC Helix ITSM - for its customizability and advanced ITSM technologies such as, cognitive automation.
With BMC Helix Multi-Cloud Service Management, you can integrate BMC Helix ITSM and BMC Helix Remedyforce to bridge the gap of distributed ticket management capabilities that they offer. After you set up the integration, you can consolidate BMC Helix Remedyforce incidents into BMC Helix ITSM and use its persona driven UI to better service your requests from a single platform.
For more information about how this integration enhances your service management capability, see Enabling prebuilt integration with Remedyforce.