BMC Helix iPaaS to JIRA or ServiceNow Integration Service

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.

Up to five Additional Use Cases:

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:
  • OOTB BMC Helix MCB Template: “Sync BMC Helix ITSM incident and Jira issue”
  • OOTB BMC Helix MCB Template: “Sync BMC Helix ITSM Change and Jira issue”
  • OOTB BMC Helix MCB Template: “Sync BMC Helix ITSM work order and Atlassian Jira issue”
  • OOTB BMC Helix MCB Template: “Sync BMC Helix ITSM incident and SNOW issue”

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