This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 22.1.06 from the Product version picker.

BMC Helix IT Service Management deployment architecture

The system administrator performs a container deployment of BMC Helix Innovation Suiteand Service Management applications.

The BMC Helix IT Service Management container includes the essential components, such as the BMC Helix Innovation Suite, BMC Helix Single Sign-On, and applications developed with Developer Studio (BMC Helix ITSMapplications and Smart IT) and BMC Helix Innovation Studio (Live Chat, BMC Helix Business Workflows, and BMC Helix Multi-Cloud Broker). 

Use the BMC Helix IT Service Management container to set up the BMC Helix Innovation Suite and Service Management applications on your local system. 

Related topic

Preparing for installation

Deployment architecture Open link

Planning the high-availability deployment of the data lake components Open link

Planning the disaster recovery deployment of the data lake components Open link

Deployment architecture

The following diagram depicts the container deployment architecture of BMC Helix IT Service Management:

The architecture consists of the following components:


BMC Docker registry that stores the container images.

Harbor repository

Local Docker registry setup in the customer environment.

For more information, see Setting up a Harbor repository.

BMC Deployment Engine

Logical entity that is used to deploy BMC Helix IT Service Management in your environment. 

For more information, see Setting up BMC Deployment Engine.

BMC Deployment Manager

Enables access to container images.

For more information, see Deploying BMC Helix Platform services for BMC Helix IT Service Management Open link .

Kubernetes platform
NGINX ingress controller

Specialized load balancer for Kubernetes environment. 

NGINX is directly used as an ingress controller. The following features of NGINX are used: 

  • Authorization Module— Used to internally handle redirects to the correct service to authenticate and authorize the service
  • Configuration Customization—Used to intercept calls between services based on authentication criteria  
  • Mergeable Ingress—Allows separate minion ingress objects per service with a single master ingress to handle all major configurations including multi-tenant support with server-alias annotation 
  • Rewrite Target—Is regex-based and flexible. Used to map incoming URL to paths within the micro-service  

With NGINX support, several use cases can be supported including:

  • Centralized Grafana-based reporting for All BMC products 
  • Artificial Intelligence for Service Management 
    • Proactive Problem Management 
    • Real-time Incident Correlation
  • Single stack for Dev/QA environments through multitenancy
Kubernetes serviceA logical group of pods in a cluster.
BMC Helix Innovation Suite

Applications that enable you to access the server tier from a browser and make web services accessible. The following applications are included in the Web tier:

  • Mid Tier—Mid Tier enables you to access BMC Helix Innovation Suite from a browser. The  Mid Tier contains components and add-in services that run on a web server, enabling users to view applications on the web.  Mid Tier translates client requests, interprets responses from the server, handles web service requests, and runs server-side processes that provide BMC Helix Innovation Suite functionality to web and wireless clients.
    A browser is a generic client that has no inherent knowledge of any application that might run within it. By acting as an interpreter, the  Mid Tier allows a browser to become a fully functional BMC Helix Innovation Suite client.
  • Smart IT—Smart IT user interface makes it easier for you to perform basic BMC Helix ITSM processes reducing the number of steps involved in performing the tasks. Smart IT sets a new standard for the modern, collaborative workplace with an intuitive, social, and mobile service desk experience to users.
  • BMC Helix Digital Workplace—BMC Helix Digital Workplace enables you to request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users.
  • Live Chat—Live Chat provides a self-service solution for users to resolve their issues by chatting to support agents.
  • Platform integration and user services:

    • REST API traffic support to the AR System server.
    • Service used by the applications for interacting with the AR System server.

    Learn about BMC Helix Innovation Suite architecture at BMC Helix Innovation Suite architecture Open link .

  • Support Assistant Tool—Enables you to view and collect BMC Helix Innovation Suite and service management application logs. For more information, see Viewing and collecting logs by using the Support Assistant tool.
  • Fluent Bit—Enables you to collect critical logs from your pods running in the BMC Helix Innovation Suite namespace. For more information, see Fluent Bit documentation Open link .
BMC Helix Logging

BMC Helix Logging consists of the following components:

  • Kibana
  • Elasticsearch
  • FluentD

These components facilitate you to use Kibana dashboard to view and collect the critical logs. For more information, see Viewing and collecting critical logs by using the Kibana dashboard.

BMC Helix Platform

BMC Helix Platform is a microservices-based SaaS platform, you can use foundational services such as user management, tenant management, and single sign-on. 

BMC Helix Platform consists of the following components:

  • AISM—AI-driven Service Management (AISM) capabilities enable IT service and operations teams to predict issues better, resolve them faster, and provide always-on service. 
  • BMC Helix Dashboards—BMC Helix Dashboards is a SaaS service on the BMC Helix Portal that offers unified reporting and gives you a consolidated view of data from applications across your environment.
  • BMC Helix ITSM Insights—BMC Helix ITSM Insights is a module of BMC Helix that delivers value by providing AI Service Management capabilities to use in combination with your BMC Helix ITSM instances. For more information about BMC Helix ITSM Insights, see Orientation Open link in BMC Helix ITSM Insights documentation.
  • BMC Helix Portal—BMC Helix Portal is a SaaS solution with built-in common services on a microservices-based architecture and a set of integrated BMC Helix products from a single, unified view for an improved end-user experience.
  • BMC Helix SSO—BMC Helix Single Sign-On enables users to present credentials for authentication only once in a multi software environment.
  • Identity Management—Identity Management Service (IMS) is a common service of BMC Helix Portal that enables you to set up role-based access control and data-level access control. These actions cannot be set up by end users.
  • Tenant Management—Tenant Management Service (TMS) is a common service of BMC Helix Portal that enables the BMC SaaS Operations team onboard and offboard tenants and perform associated actions; for example, configure an external identity provider, configure the data retention period for a tenant, and so on.

For more information about the components, see the Orientation Open link in BMC Helix Portal documentation.

BMC Helix common services

BMC Helix common services consists of the following components:

  • Events—Services for ingestion and querying of event data.
  • Logs—Services for ingestion and querying of logs data.
  • Metrics—Services for ingestion and querying metrics data.
Data Tier

The Data tier holds data that applications can create and manipulate. The Data tier consists of the following data stores:

  • Kafka/Zookeeper— Used for asynchronous communication and ingestion queues.
  • PostgreSQL— Used for structured data across the BMC Helix Platform.
  • ElasticsearchUsed to store ingested events and logs.
  • Redis—Data structure store that is used for ephemeral data and caching.
  • VictoriaMetrics—Offers built-in tools to take backups of all data and is used to store time series metrics and aggregations.
  • MinIO—Server-side storage stack that is used for file storage and backups.

The following table describes the data store usage in products:

Data store

Data store usage in the product

BMC Helix Innovation Suite

BMC Helix ITSM Insights

BMC Helix Dashboards



  • Used for Full Text Search (FTS)
  • Uses logs cluster


  • Used for AISM tickets
  • Uses logs cluster


Used for ticket ingestion


Used for user and team notifications



Used for BMC Helix Single Sign-On metadata


Used for models and training schedules


Used for Grafana metadata, organizations, users, dashboards metadata, and permissions data



Used for platform and user sessions


Used for user sessions



Used for ITSM Insights metrics



  • Used for object storage to train models
  • Used for branding


Used for branding

Database server

Storage for data that applications can create and manipulate. The data tier uses PostgreSQL (Linux), Oracle, or SQL Server database platform.

The following databases are included in the data tier:

  • BMC Helix Innovation Suite databaseStores definitions and data for AR System server, Mid Tier, and BMC Helix ITSM applications.
  • BMC Helix ITSM: Smart IT databaseStores definitions and data for BMC Helix ITSM: Smart IT.
  • BMC Helix Single Sign-On database—Stores definitions and data for BMC Helix Single Sign-On.
Persistent volumesFacilitates the storage of block-based data. We recommend block storage of Elasticsearch. Currently we support Ceph RBD.
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