BMC Helix ITOM Integration Service

This service uses BMC Helix Intelligent Integrations, BMC Helix pre-built, out-of-the-box framework, to connect a supported third-party tool to BMC Helix Operations Management. Setup is mostly guided configuration rather than custom development, making it the faster, lower-effort path.

What you get:

Conduct a workshop to confirm the source system and integration requirements
Identify the matching out-of-the-box (OOTB) integration in the Intelligent Integrations catalog
Select the appropriate deployment mode (cloud or on-premises gateway)
Configure the connection between the source system and BHOM using the pre-built REST API/webhook integration
Configure filters and ensuring the required set of events are coming into BHOM
Map incoming alert, event, metric, and/or topology data to BHOM
Validate that data is flowing correctly from the source into BHOM
Assist with up to five policies on BHOM to enrich or deduplicate events from the source
Enable out-of-the-box event views and dashboards for the integrated source
Prepare a Construction Document outlining the standard integration approach
Assist customer with functional testing
Knowledge transfer on managing and monitoring the integration
Handover with access to derived insights via BMC Helix AIOps Overview

Customer Responsibilities:

Provide a tenant administrator with access to BMC Helix Portal to configure and manage the integration
Decide and communicate the deployment mode — cloud-based, on-premises, or hybrid — based on where the source system resides
Provision and maintain the on-premises gateway infrastructure, if an on-premises or hybrid deployment mode is selected
Provide valid credentials, API access, or webhook configuration details for the third-party source system
Ensure network connectivity/firewall rules allow communication between the source system and BMC Helix (Intelligent Integration
Make the third-party product and its corresponding SME available and accessible during configuration and testing
Participate in the requirements workshop and validate that the correct data (alerts, events, metrics, topology) is expected from the source
Support functional testing by confirming the integrated data appears correctly in BHOM/AIOps

BMC Helix will provide this service with one of the approaches below:

Delivery Options	Success Credits Required	Success Service Codes
Standard Delivery*	14	ITOM_STD_01
Country-Specific Staffing*	24	ITOM_STD_02

This service uses REST API-based connectors to integrate a third-party tool with no out-of-the-box option available. It involves deploying a connector and, where needed, building a custom integration against the source system's API.

What you get:

Conduct a workshop to gather requirements and confirm no OOTB integration exists for the source system
Assist with integrating calls directly from sources into BHOM
Assist with payload and request body structure
Map incoming event, or metric data to BHOM/BMC Helix data structures
Assist with up to five policies on BHOM to enrich or deduplicate events from the source
Prepare a Construction Document outlining the custom integration approach
Assist customer with functional testing
Knowledge transfer on managing and troubleshooting the integration
Handover with access to derived insights via BMC Helix AIOps Overview

Customer Responsibilities:

Provide a tenant administrator with access to BMC Helix Portal to configure and manage the integration
Provide access to source system's REST API, including authentication details and sample payloads
Ensure network connectivity/firewall rules allow the connector to communicate with both the source system and BMC Helix Operations Management
Participate in requirements discussions to define what event, topology, services, or log data should be collected and how it should be mapped
Support functional testing by confirming the integrated data appears correctly in BHOM/AIOps

BMC Helix will provide this service with one of the approaches below:

Delivery Options	Success Credits Required	Success Service Codes
Standard Delivery*	11	ITOM_ADV_01
Country-Specific Staffing*	20	ITOM_ADV_02

What you get:

Conduct a workshop to confirm the source system and integration requirements
Identify the matching out-of-the-box (OOTB) integration in the Intelligent Integrations catalog
Select the appropriate deployment mode (cloud or on-premises gateway)
Configure the connection between the source system and BHOM using the pre-built REST API/webhook integration
Configure filters and ensuring the required set of events are coming into BHOM
Map incoming alert, event, metric, and/or topology data to BHOM
Validate that data is flowing correctly from the source into BHOM
Assist with up to five policies on BHOM to enrich or deduplicate events from the source
Enable out-of-the-box event views and dashboards for the integrated source
Prepare a Construction Document outlining the standard integration approach
Assist customer with functional testing
Knowledge transfer on managing and monitoring the integration
Handover with access to derived insights via BMC Helix AIOps Overview

Customer Responsibilities:

Provide a tenant administrator with access to BMC Helix Portal to configure and manage the integration
Decide and communicate the deployment mode — cloud-based, on-premises, or hybrid — based on where the source system resides
Provision and maintain the on-premises gateway infrastructure, if an on-premises or hybrid deployment mode is selected
Provide valid credentials, API access, or webhook configuration details for the third-party source system
Ensure network connectivity/firewall rules allow communication between the source system and BMC Helix (Intelligent Integration
Make the third-party product and its corresponding SME available and accessible during configuration and testing
Participate in the requirements workshop and validate that the correct data (alerts, events, metrics, topology) is expected from the source
Support functional testing by confirming the integrated data appears correctly in BHOM/AIOps

BMC Helix will provide this service with one of the approaches below:

Delivery Options	Success Credits Required	Success Service Codes
Standard Delivery*	14	ITOM_STD_01
Country-Specific Staffing*	24	ITOM_STD_02

What you get:

Conduct a workshop to gather requirements and confirm no OOTB integration exists for the source system
Assist with integrating calls directly from sources into BHOM
Assist with payload and request body structure
Map incoming event, or metric data to BHOM/BMC Helix data structures
Assist with up to five policies on BHOM to enrich or deduplicate events from the source
Prepare a Construction Document outlining the custom integration approach
Assist customer with functional testing
Knowledge transfer on managing and troubleshooting the integration
Handover with access to derived insights via BMC Helix AIOps Overview

Customer Responsibilities:

Provide a tenant administrator with access to BMC Helix Portal to configure and manage the integration
Provide access to source system's REST API, including authentication details and sample payloads
Ensure network connectivity/firewall rules allow the connector to communicate with both the source system and BMC Helix Operations Management
Participate in requirements discussions to define what event, topology, services, or log data should be collected and how it should be mapped
Support functional testing by confirming the integrated data appears correctly in BHOM/AIOps

BMC Helix will provide this service with one of the approaches below:

Delivery Options	Success Credits Required	Success Service Codes
Standard Delivery*	11	ITOM_ADV_01
Country-Specific Staffing*	20	ITOM_ADV_02

Attribute	Standard Integration	Advanced Integration
Underlying Tool	BMC Helix Intelligent Integrations	REST API
Integration Type	Out-of-the-box (OOTB), pre-built	Custom-built REST API based
Source Coverage	Products on the supported OOTB catalog (30+ integrations)	Any product not on the OOTB catalog that supports REST API based forwarding , incl. TrueSight Operations Management, logs, and custom sources
Data Types	Alerts, events, metrics, topology	Events
Communication Mechanism	REST API and Webhook (pre-configured)	REST API calls
Configuration Effort	Low — guided setup via BMC Helix Portal	Medium—custom mapping
Typical Duration	Shorter — days	Longer — days to weeks, depending on complexity
Best Suited For	Common monitoring tools already on the OOTB list	Unsupported/niche tools

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