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Contact usThis 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.
BMC will perform the following in one non-production environment:
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 | 3rd Party Environment Type - On-Premise | ||||
---|---|---|---|---|---|
Service Options | Standard Delivery*
|
Country-Specific Delivery*
|
Standard Delivery
|
Country-Specific Delivery
|
Estimated Duration
|
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
|
Up to five Additional Use Cases:
3rd Party Environment Type - Saas | 3rd Party Environment Type - On-Premise | ||||
---|---|---|---|---|---|
Service Options | Standard Delivery
|
Country-Specific Delivery
|
Standard Delivery
|
Country-Specific Delivery
|
Estimated Duration
|
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:
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.
Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:
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.
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.
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.