BMC Helix iPaaS to JIRA or ServiceNow Integration Service

30+ CREDITS

This Service utilizes the BMC Helix iPaaS* out-of-the-box integration template to integrate BMC Helix ITSM and Jira or ServiceNow. By linking these platforms, organizations can achieve seamless collaboration and visibility across teams, leading to efficient ticket fulfilment and improved overall productivity, directly helping IT organizations minimize downtime and mitigate risks.

What you get:

BMC will perform the following in one non-production environment:

Conduct a workshop of up to two days for gathering monitoring requirements.
Provide Out of the Box (OOTB) BMC integration templates for Integration workflows with either JIRA or Service NOW.
Integration of either a cloud based or on-premises environment for JIRA or Service NOW (SNOW).
Manage ticket brokering and error handling via the BMC Multi-cloud Broker*
Configure and develop requirements for:
- Up to five use cases in the Customer’s Jira or SNOW SaaS environment
- OR
- Up to five use cases in the Customer’s Jira or SNOW on-premises environment
Validation of data between all systems, ITSM, Jira or SNOW.
Integration options & knowledge transfer will include:
- Creation of tickets between systems
- Synchronization of ticket updates
- Sharing comments (with or without attachments)
Demonstrate the OOTB Dashboard capabilities.
Prepare Project Schedule.
Prepare Project Status Report.
Prepare Construction Document.
Prepare Solution Design Document.
Prepare System Test Plan Document.

BMC will provide this Service with one or many of the approaches below:

Additional Use Cases* are available to be purchased for integrations that exceed the “up to five use cases” within the base service.

	3rd Party Environment Type
	SaaS		On-Premise
Service Options	Standard Delivery*	Country-Specific Delivery*	Standard Delivery	Country-Specific Delivery	Estimated Duration
	Success Credits Required
Incident to Jira	30 credits	51 credits	30 credits	51 credits	6 weeks
Work Order to Jira	30 credits	51 credits	30 credits	51 credits	6 weeks
Change to Jira	30 credits	51 credits	30 credits	51 credits	6 weeks
Incident to SNOW	30 credits	51 credits	30 credits	51 credits	6 weeks

Additional Use Case Options:

Up to five Additional Use Cases
	3rd Party Environment Type
	SaaS		On-Premise
Service Options	Standard Delivery	Country-Specific Delivery	Standard Delivery	Country-Specific Delivery	Estimated Duration
	Success Credits Required
Incident to Jira	17 credits	27 credits	17 credits	27 credits	3-4 weeks
Work Order to Jira	17 credits	27 credits	17 credits	27 credits	3-4 weeks
Change to Jira	17 credits	27 credits	17 credits	27 credits	3-4 weeks
Incident to SNOW	17 credits	27 credits	17 credits	27 credits	3-4 weeks

Customer will be responsible for the following:

Assist with the creation of the Project Schedule.
Assist with the planning and facilitation of a project kick-off meeting with the project stakeholders at the beginning of the project
Identify required Customer resources and assign roles to support the project
Identify the owner of the ticket (and which system is the master / manager of the ticket – once integrated)
Provide detailed diagrams and other technical/use case documentation about the JIRA or ServiceNow environment
Provide ticket volumes and predicted API rates (low & peak times)
Provide information and details on foundation data that is required to be present on both systems (i.e., Users, Categories, CMDB/ Assets etc.)
Collaborate to define project milestones, dates, and detailed tasks for the Project Schedule
Review Project Schedule
Provide access to/or enable collaboration with:
- JIRA or ServiceNow administrators & subject matter experts
- Available documentation on the current JIRA / SNOW ITSM use cases / business scenarios
Provide access and privileges to:
- Non-production JIRA or SNOW environments
- BMC Helix non-production environments
Perform functional / User Acceptance Testing* (UAT) testing
Install and/or configure forward / reverse proxy servers (if required for on premise JIRA / SNOW bi-directional connectivity with BMC Helix SaaS environments)
Deploy configurations to additional environments
Identify Foundation Data* and/or Meta Data* required to be present on both systems and considerations for syncing (data types, data scope, schedule / interval)
Plan, manage and execute all forms of non-functional testing, which may include but not limited to performance, load and penetration testing
Ensure that the correct roles and responsibilities are available to assist go live
Confirm go / no-go decision
Review and approve Go-Live Report.

Project Milestones: The following Milestones are established between the Customer and BMC. Once BMC has reached a milestone, the BMC project manager will issue a milestone completion letter to the Customer.

Milestone 1: Upon delivery of the Project Schedule
Milestone 2: Upon delivery and approval of the Solution Design Document

Milestone 3: Upon delivery and approval of the Construction Document
Milestone 4: Upon completion of the Project Closeout meeting and the delivery of the project completion letter

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

Project Schedule
Project Status Report
Solution Design Document
Construction Document
Test Strategy and System Test Plan

Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.

Pre-requisites:

BMC Helix SaaS platform must already be implemented
Whitelisting of BMC Helix iPaaS and JIRA IP addresses / domains to be configured
Components, configurations and attributes in JIRA/SNOW non-production environment(s) are to match components, configurations and attributes in the JIRA/SNOW Production environment
Non OOTB Status Transitions and Stages are to be reviewed
JIRA/SNOW messages sent to iPaaS using Webhooks are subject to JIRA’s/SNOW’s failure/retry policies
Minimum BMC Helix Multi-Cloud Broker version is 22.1.08 or later.
Download of applicable templates, listed below:

Additional information:

Estimated Duration: 6 – 7 weeks
In-scope Product: BMC Helix iPaaS
Service Type: Deployment
Availability: Active
Success Service Code: IPAAS_INJRA_SAAS_001_OFFSHORE, IPAAS_INJRA_SAAS_001_ONSHORE, IPAAS_WOJRA_SAAS_001_OFFSHORE, IPAAS_WOJRA_SAAS_001_ONSHORE, IPAAS_CHJRA_SAAS_001_OFFSHORE, IPAAS_CHJRA_SAAS_001_ONSHORE, IPAAS_INSNO_SAAS_001_OFFSHORE,
IPAAS_INSNO_SAAS_001_ONSHORE, IPAAS_INJRA_ONPR_001_OFFSHORE, IPAAS_INJRA_ ONPR _001_ONSHORE, IPAAS_WOJRA_ ONPR_001_OFFSHORE, IPAAS_WOJRA_ ONPR_001_ONSHORE, IPAAS_CHJRA_ ONPR_001_OFFSHORE, IPAAS_CHJRA_ ONPR_001_ONSHORE, IPAAS_INSNO_
ONPR_001_OFFSHORE, IPAAS_INSNO_ ONPR_001_ONSHORE, 5ADD_INJRA_SAAS_001_OFFSHORE, 5ADD _INJRA_SAAS_001_ONSHORE, 5ADD _WOJRA_SAAS_001_OFFSHORE, 5ADD _WOJRA_SAAS_001_ONSHORE, 5ADD _CHJRA_SAAS_001_OFFSHORE, 5ADD _CHJRA_SAAS_001_ONSHORE, 5ADD
_INSNO_SAAS_001_OFFSHORE, 5ADD _INSNO_SAAS_001_ONSHORE, 5ADD _INJRA_ONPR_001_OFFSHORE, 5ADD _INJRA_ ONPR _001_ONSHORE, 5ADD _WOJRA_ ONPR_001_OFFSHORE, 5ADD _WOJRA_ ONPR_001_ONSHORE, 5ADD _CHJRA_ ONPR_001_OFFSHORE, 5ADD _CHJRA_
ONPR_001_ONSHORE, 5ADD _INSNO_ ONPR_001_OFFSHORE, 5ADD _INSNO_ ONPR_001_ONSHORE
Date Last Updated: 12/03/2024

BMC Helix Integration Platform as a Service (iPaaS): iPaaS platform offering to help enable a broad set of integrations between BMC products and 3rd party solutions and sources. It serves as a single point integration technology that simplifies integration between BMC Helix applications and third-party applications like JIRA or SNOW.

BMC Helix Multi Cloud Broker (MCB): A service that can broker, consolidate, and manage tickets between BMC Helix ITSM and third-party applications. In addition, third-party application ticket details in BMC Helix ITSM and the latest updates from agents can be viewed directly in the Helix ITSM tickets.

Use case	BMC Helix ITSM to Jira/SNOW	Jira/SNOW to BMC Helix ITSM
Synchronize updates	Jira: Synchronizes updates from the issue with the incident Synchronizes updates in the BMC Helix ITSM incident with the ServiceNow ITSM incident	JIRA: Synchronizes updates from the incident to the issue Synchronizes updates in the ServiceNow ITSM incident with the BMC Helix ITSM incident
Share comments (with and without attachments)	Jira: Creates a comment in the Jira issue from an activity note in the incident SNOW: Creates a work note in the ServiceNow ITSM incident when an activity note is created in the BMC Helix ITSM incident	Jira: Creates an activity note in the incident from a Jira issue comment SNOW: Creates an activity note in the BMC Helix ITSM incident when a work note is created in the ServiceNow ITSM incident.
Create tickets		Jira: Creates a Jira issue from a BMC Helix ITSM incident. SNOW: Creates an incident in ServiceNow ITSM when an incident is created in BMC Helix ITSM
Perceptive Software (formerly Twistage)	Perceptive	Non-Expiry

Additional Use Cases:

In the context of this integration, an additional integration or a "n-way integration" refers to a scenario where Helix and JIRA / SNOW are integrated bidirectionally (a two-way integration), and customer then adds another system (or API) to this interconnected environment, customer now has a three-way integration. For example, JIRA creates a BMC Helix Incident ticket, where its conditions will trigger Helix iPaaS to initiate a record creation in a SharePoint site. Note that the main integration in scope is between BMC Helix and JIRA Incident Management. Any additional integrations added to the interconnected environment are to be considered minor integrations.

Extra Ticket Creation Workflow: Automatically create other Helix ITSM tickets that are complimentary to the Helix Incident ticket. For example, JIRA/SNOW creates a BMC Helix Incident ticket, where its conditions will trigger Helix to create a related:
- BMC Helix Change Management record
- BMC Helix Work Order
- The creation of subsequent Helix Change Management and Helix Work Order tickets is to not trigger a new integration back to the JIRA/SNOW system.

Foundation data is data required for the application to function properly

Meta Data: a set of data that describes and gives information about other data.

Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations.

Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. The staffing choice from which country a BMC resource comes will be mutually agreed to by BMC and the Customer.

User Acceptance testing (UAT): In a broad sense, this is where the application is verified for delivery acceptability. The aim is to check compliance with user and business requirements. The results may vary depending on agreed pass criteria commonly associated with volume, types and priority of defects. For simplicity’s sake, UAT should also include checks for business alignment and adherence to regulatory requirements.

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