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 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:

  • 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:

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

Definitions:

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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