bmc helix multi-cloud service management: functional overview · 2020-05-19 · architecture...
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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
3© Copyright 2019 BMC Software, Inc.
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
4© Copyright 2018 BMC Software, Inc.
BMC HELIX MULTI-CLOUDSERVICE MANAGEMENT
5© Copyright 2019 BMC Software, Inc.
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
6© Copyright 2019 BMC Software, Inc.
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?
7© Copyright 2019 BMC Software, Inc.
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
8© Copyright 2019 BMC Software, Inc.
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)
9© Copyright 2019 BMC Software, Inc.
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
10© Copyright 2019 BMC Software, Inc.
BMC HELIX MULTI-CLOUD SERVICE MANAGEMENT
(on-premise, hybrid, SaaS)
DevOps
Ticket Consolidation
Ticket Brokering/SIAM
Service Cloud
Custom ApplicationsCloud Monitoring
Agile Central
Multi-cloudService Management
11© Copyright 2019 BMC Software, Inc.
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
12© Copyright 2019 BMC Software, Inc.
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
13© Copyright 2019 BMC Software, Inc.
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
14© Copyright 2019 BMC Software, Inc.
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
15© Copyright 2019 BMC Software, Inc.
EFFICIENT DevOps WITH Microsoft Azure DevOps
Incident →Work Item/Defect
(on-premise, hybrid, SaaS) Multi-cloud
Service Management
IncidentWork Item/Defect
16© Copyright 2019 BMC Software, Inc.
EFFICIENT DevOPS WITH AGILE CENTRAL (RALLY)
Incident → User Story/Defect
(on-premise, hybrid, SaaS)
Agile Central
Multi-cloudService Management
17© Copyright 2019 BMC Software, Inc.
EFFICIENT DevOPS WITH AGILE CENTRAL (RALLY)
Remedy Incident to Agile Central Issue
Develop and configure for additional dev tools
DevOps Manager
IntegratedService Desks
18© Copyright 2019 BMC Software, Inc.
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
19© Copyright 2018 BMC Software, Inc.
Demonstration
20© Copyright 2019 BMC Software, Inc.
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
21© Copyright 2019 BMC Software, Inc.
Incident Brokering with AWS Support API
Incident Case
(on-premise, hybrid, SaaS) Multi-cloud
Service Management
Support API
→
22© Copyright 2019 BMC Software, Inc.
TICKET CONSOLIDATION TO REMEDY
Incident Case
(on-premise, hybrid, SaaS) Multi-cloud
Service Management
Service Cloud
23© Copyright 2019 BMC Software, Inc.
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
24© Copyright 2019 BMC Software, Inc.
CONSOLIDATE INCIDENTS FROMMULTIPLE REMEDY INSTANCES
Incident/Ticket Collaboration
Activity Note
Incident Synch
Service Desk Agent
(on-premise, hybrid, SaaS)
(on-premise, hybrid, SaaS)
(on-premise, hybrid, SaaS)
Multi-cloudService Management
25© Copyright 2019 BMC Software, Inc.
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
26© Copyright 2018 BMC Software, Inc.
Demonstration
27© Copyright 2019 BMC Software, Inc.
Seamless Cloud Monitoring with Microsoft Azure Monitor
Incident Alert
(on-premise, hybrid, SaaS) Multi-cloud
Service Management
28© Copyright 2018 BMC Software, Inc.
Demonstration
29© Copyright 2019 BMC Software, Inc.
CLOUD SERVICE DASHBOARD
Incident → Vendor Ticket
AWS,Service
Cloud, etc.
Availability → Service Notifications
Service Dashboard
(on-premise, hybrid, SaaS) Multi-cloud
Service Management
30© Copyright 2019 BMC Software, Inc.
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
31© Copyright 2019 BMC Software, Inc.
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
32© Copyright 2019 BMC Software, Inc.
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?
33© Copyright 2019 BMC Software, Inc.
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
34© Copyright 2018 BMC Software, Inc.
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
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35© Copyright 2018 BMC Software, Inc.
BMC Multi-cloudservice management
UI ConfigurableTriggers, Actions, Mappings
Remedy(on-prem or SaaS)
UI ConfigurableTriggers, Actions, Mappings
TAILORING OOTB FLOWS
36© Copyright 2018 BMC Software, Inc.
CREATING NON-OOTB FLOWS
37© Copyright 2019 BMC Software, Inc.
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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