This documentation supports the 20.22.01 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

Business value

BMC Helix Remedyforce  supports all your ITIL service support needs: from architecture to integration and implementation to support. BMC Helix Remedyforce  addresses the following IT Service Management business goals:

  • Effective collaboration and reporting
  • IT transparency (visibility of costs and business-value contributions)
  • Improvements from tool and process standardization
  • Flexible and agile services
  • Fast tracking of your ITIL initiatives
  • Single, central, shared data model

You can make IT service support a seamless integrated process by leveraging BMC Helix Remedyforce  for the following value paths. 

Value pathProvided capabilities
Configuration Item LifecycleManagement of IT configuration items
Service Desk Optimization
  • Service desk consolidation that unifies all service desks onto a single, integrated platform
  • Reduced calls to the service desk by fully automating service requests and integrating with the workflow engine
  • Best practice Incident Management processes to manage the entire incident resolution process while restoring service quickly
  • Best practice Problem Management processes to remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment
Self Service and Knowledge Management
  • Tightly integrated Knowledge Base that provides ready access to common solutions, known errors, and workarounds to expedite incident resolution
  • Self service for searching FAQs, known solutions, and workarounds to common issues to encourage user self-sufficiency and reduce call volume
  • A service catalog that enables you to view the details and relationships of IT and business services and add new services to your service model
Change and Release ManagementStreamlined change and release process and approvals


The BMC Helix Remedyforce  cloud-enabled solution is designed to meet your business requirements by automating your service desk processes and lowering the cost of support operations. BMC Helix Remedyforce  includes the following modules:

  • Incident Management
  • Problem Management
  • Knowledge Management
  • Change Management
  • Configuration Management
  • Asset Management
  • Release Management
  • Service Level Management
  • Service Request Management


The modules that are available to you depend on the permissions or security rights that are assigned by your system or group administrator.

BMC Helix Remedyforce  provides the following capabilities:

  • Reduces IT service desk software training and accelerates time-to-productivity through a simplified, best-practice user experience
  • Delivers out-of-the-box compliance with SAS 70 guidelines for higher security
  • Controls IT asset costs with simplified inventory and asset tracking for your service desk
  • Provides a single, central, shared data model
  • Streamlines IT service desk setup with wizard-guided templates
  • Reduces the cost of service desk calls by automating repetitive service requests and removing intensive, labor-oriented service fulfillment processes
  • Enables your service desk to get users back to work quickly with an easy-to-use self-service portal
  • Provides the services users want, when they want them, and allows them to track progress through the self-service portal
  • Eliminates up to half of your most repetitive incidents by offering self-service options, such as password resets and requests for access
  • Minimizes the number of incidents escalated to problems by providing a self-service knowledge base for users and service desk agents
  • Enables users to communicate their requests in multiple ways: through the web, mobile devices, and email messages
  • Reduces the risk of unplanned changes with advanced scheduling, including planned outages and automated approval process
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