BMC Helix Multi-Cloud Service Management: …...BMC Helix Multi-Cloud Service Management: Functional Overview Pradeep Kumar Principal Product Manager

BMC Helix Multi-Cloud Service

Management: Functional Overview

Pradeep KumarPrincipal Product Manager

2© Copyright 2019 BMC Software, Inc.

The information contained in this presentation is the confidential information of BMCSoftware, Inc. and is being provided to you with the express understanding thatwithout the prior written consent of BMC, you may not discuss or otherwise disclosethis information to any third party or otherwise make use of this information for anypurpose other than for which BMC intended.

All of the future product plans and releases described herein relate to BMC’s currentproduct development considerations, which are at the sole discretion of BMC and aresubject to change and/or cancellation at any time. BMC cannot and does not provideany assurance as to whether these plans will result in any future releases of the naturedescribed. These future product plans should not be viewed as commitments onBMC’s part and thus should not be relied upon in customer purchase decisions.

LEGAL NOTICE


CUSTOMER JOURNEY TO COGNITIVE ENTERPRISE

Growth

Digital Maturity

Emp

loye

e E

nga

gem

en

t &

Pro

du

ctiv

ity

Service Management Excellence

ITSM

Online Enterprise

Multi-CloudMulti-Devices (IoT)

Multi-Channel (Web, Mobile, Social)

Digital Enterprise

Proactive & Predictive Virtual Agents

Chatbots

Cognitive Enterprise


BMC HELIX MULTI-CLOUDSERVICE MANAGEMENT


DIGITALLY TRANSFORMED ENTERPRISE:MULTI-CLOUD

THE AVERAGE ENTERPRISE USES

>85% MULTI-CLOUD SERVICES

DEPLOY ACROSS 5+ CLOUDS

~10% OF ORGANIZATIONS

A robust multi-cloud management layer is therefore crucial to avoid fragmentation and failure when reinventing the traditional enterprise IT environment.Ofir NachmaniCEO of IOD Technologies Research Sep 12, 2017


ITSM CHALLENGES:IN A MULTI-CLOUD, MULTI-PROVIDER LANDSCAPE

Head ofService Desk

How do I prepare for new releases of the cloud

application?

How do I discoverapps across various

environments?

How do I service our apps & protect our data?

How do I produce and shareknowledge for external solutions?

How do I monitor service levels of my providers?

How do I collaborate with the provider of cloud apps in case something goes wrong?


WHY MULTI-CLOUDSERVICE MANAGEMENT

Drive cost and organizational efficiencies

Increased agility and automation

Establish standard governance and policies across custom services/ solutions

By using multi-cloud management solutions, enterprises are developing newer and better ways of enhancing the operational benefits, while also reducing the costs.Markets and Markets Multi-Cloud Management Market October 2017


SEAMLESS EXPERIENCE ACROSSCLOUD SERVICES AND PROVIDERS

Incident/Ticket Collaboration

Change Request/User Story

Cloud Providers

(AWS, Azure etc.)

DevOps(Jira, Azure

DevOps etc.)

Multi-cloudService Management

(on-premise, hybrid, SaaS)


BMC HELIX MULTI-CLOUD SERVICE MANAGEMENT

Collaborate effectively with service vendors to troubleshoot/resolve issues

Tightly integrate incident, change and problem management with leading agile development solutions.

Audit service performance capabilities to measure service integrity Mobile

Enabled

Native SaaS Architecture

Easy to enhance


BMC HELIX MULTI-CLOUD SERVICE MANAGEMENT


DevOps

Ticket Consolidation

Ticket Brokering/SIAM

Service Cloud

Custom ApplicationsCloud Monitoring

Agile Central



CORE THEMES

Elevate ITSM for DevOps

• DevOps Integration w/ Agile Dev Tools

• Multi-Factor Risk Assessment of DevOps Changes for more Intelligent Change Control

Collaborate with Cloud Vendors

• Collaborative, automated Incident Brokering

• Ticket Consolidation to Helix ITSM/Remedy

Enable Cloud Operations

• Cloud Monitoring


TARGET USER PERSONAS

Service Desk AgentGet better service from your multi-cloud service providers

DevOps ManagerDrive efficiency and

maximize productivity

Service OwnerDeliver, monitor and

optimize cloud services


DevOps Manager

EFFICIENT DevOPS WITH AGILE DEV TOOLS

Remedy Incident to Jira defect/user story

Jira user story (or multiple) to Remedy Change

Develop and configure for additional dev tools

Group multiple, related tickets

and/or Jira stories across desks


EFFICIENT DevOPs with Jira Software

Change Request → User Story/Defect

Incident/Problem User Story

Incident/Problem/WO → User Story/Defect

Change Request User Story

(on-premise, hybrid, SaaS) Multi-cloud

Service Management


EFFICIENT DevOps WITH Microsoft Azure DevOps

Incident →Work Item/Defect


Service Management

IncidentWork Item/Defect


EFFICIENT DevOPS WITH AGILE CENTRAL (RALLY)

Incident → User Story/Defect


Agile Central



EFFICIENT DevOPS WITH AGILE CENTRAL (RALLY)

Remedy Incident to Agile Central Issue

Develop and configure for additional dev tools

DevOps Manager

IntegratedService Desks


Multi-Factor Risk Assessment of DevOps Changes for more Intelligent Change Control

Helix ITSMRisk Calculation

CMDB Technology

Service

ITSM ChangeRequest

Dev Team Maturity Calculator

Create Change in MCSM and Map Technology Service and Group

Call Risk Calculation Service to Calculate Risk

1

2

3

Connectors to external risk sources such as SecOps, Automation, Code

Coverage

Technology Service Risk Calculator (Calculated from historic ITSM data)

4

SecOpsAutomation

ResultsCode

Coverage

ITSM Service to update Technology Service CI

with Risk metrics based on historic ITSM data

Integration Hub

Create ITSM Change Request with calculated risk and automate approval based on risk.

Update user story with Approval Info and other data from ITSM system

Helix Multi-Cloud Service Management


Demonstration


Integrate and manage incidents

directly into provider service

desk

Collaborate instantly between service agents to

help resolve issues

COLLABORATIVE INCIDENT MANAGEMENT

Cloud Service management solution for managing hybrid & multi-cloud environments

Multi-provider brokering to efficiently manage & resolve issues

Create, view, update, escalate and generate reports of tickets to help resolve issues faster and with more efficiency

Service Desk Agent


Incident Brokering with AWS Support API

Incident Case


Service Management

Support API

→


TICKET CONSOLIDATION TO REMEDY

Incident Case


Service Management

Service Cloud


COLLABORATIVE INCIDENT w/ JIRA SERVICE DESK

New connectors and flows (Jira Service Desk, Remedy to Remedy)

Extend OOTB flows for other use cases (ticket consolidation) and ticket types

Easier configuration & extensibility

Seamless Agent collaboration in a

single pane of glass

Service Desk Agent


CONSOLIDATE INCIDENTS FROMMULTIPLE REMEDY INSTANCES

Incident/Ticket Collaboration

Activity Note

Incident Synch

Service Desk Agent






TICKET CONSOLIDATIONREMEDY-TO-REMEDY

Service Desk Agent

Consolidate incidents from another Remedy instance

Extend OOTB flows for other use cases (ticket consolidation) and ticket types

Easy configuration & extensibility

Business Rules help organize and

consolidate incidents


Demonstration


Seamless Cloud Monitoring with Microsoft Azure Monitor

Incident Alert


Service Management


Demonstration


CLOUD SERVICE DASHBOARD

Incident → Vendor Ticket

AWS,Service

Cloud, etc.

Availability → Service Notifications

Service Dashboard


Service Management


CLOUD SERVICE DASHBOARD

Insight-driven UI design

Visibility into cloud service notifications and overall health

Easy to monitor performance and quality cloud service

Service Owner


BMC MULTI-CLOUD SERVICE MANAGEMENT BENEFITS

Increased productivity / less downtime

Flexible to choose best solution and not worry about the level of

support service

Collaborative, automated incident

brokering

Cost efficient and effective resolution of problems

Less development interruptions

Better and informed management of cloud services and providers

Predictable and highperformance environments

Out-of-the-box integration with

DevOps tools

Insight-driven reporting

dashboards


US HEALTH CARE COMPANY

Effectively manage and support 10+ cloud providers and other 3rd party apps/services

Integration into core systems

Management and compliance for SOX, audits and SLA

Builds point-to-point integrations with Remedy and multi-cloud providers/services

Tight integration for creation and synchronization of incident and change

Incident triggers for collaborative ticket issuing, mitigation and resolution

Governance and risk control – all through Remedy

Key Highlight “Every cloud provider has their own integration technology and its challenging.”

CUSTOMER SITUATION

EXPECTED BENEFITS

WHY BMC?


SUMMARY

Enterprise using multiple cloud services/providers driving the need to implement multi-cloud management

BMC Helix Multi-Cloud Service Management built from the ground up to manage and broker incidents and changes directly between Remedy and leading third-party cloud service providers

Easy and agile collaboration of issue resolutions through a single-pane of glass in real time


ARCHITECTURE OVERVIEW

BMC Multi-cloudservice management

INTEGRATION SERVICE FLOW

Helix ITSM/Remedy

(On-prem or SaaS)

INNOVATION SUITE PROCESS

AWS, Service Cloud (SalesForce), JIRA, Agile Central, Azure DevOps, Azure Alert Other Ticketing Applications

Remedy 9.0+, Smart IT 2.0

Rem

ed

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on

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tor

Mu

lti-

Clo

ud

Co

nn

ecto

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Ven

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tor


BMC Multi-cloudservice management

UI ConfigurableTriggers, Actions, Mappings

Remedy(on-prem or SaaS)

UI ConfigurableTriggers, Actions, Mappings

TAILORING OOTB FLOWS


CREATING NON-OOTB FLOWS


Cognitive IT Service and Operations Management

OUR BMC VISION

Industry First : End-to-end platform for ITSM and ITOM Powered by

AI/ML

COGNITIVEPLATFORM

About BMC

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.

BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.

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BMC Helix Multi-Cloud Service Management: …...BMC Helix Multi-Cloud Service Management: Functional Overview Pradeep Kumar Principal Product Manager