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

To view the documentation for the latest version, select 23.3.01 from the Product version picker.

BMC Helix Service Management deployment architecture

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

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

Related topics

Preparing for installation

Deployment architecture Open link in BMC Helix IT Operations Management deployment documentation

Configuring data backup and restoration Open link in BMC Helix IT Operations Management deployment documentation

Deployment architecture

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

Deployment infrastructure

The deployment infrastructure consists of the following components:


BMC Docker Trusted Registry (DTR) that stores the container images.


We recommend that you set up a local repository, such as a Harbor repository. Synchronize the local Harbor repository with BMC DTR, and then access the container images from the repository. 

To synchronize the container images with BMC DTR, you can choose any container repository solution that is compatible with the BMC Helix Service Management. We do not anticipate any issues with alternative repositories. However, we do not provide support for alternative container repositories.

BMC Deployment Manager

An entity that is used to deploy BMC Helix Platform Common Services in your environment.

BMC Deployment Engine

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

On-premises cluster

Consists of a Kubernetes cluster that includes the following artifacts:

  • All relevant network and storage plugin and an Ingress controller
  • Nodes in the cluster with internet access to fetch images from the Docker registry
NGNIX ingress controller (load balancer)

This component is a specialized load balancer for the Kubernetes environment. It distributes network traffic and scales workloads.

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  
Domain Name System (DNS)

This component manages the naming system all the resources connected to your private network.

BMC Helix Innovation Suite database

Stores definitions and data for AR System server , Mid Tier, BMC Helix Digital Workplace, BMC Helix Digital Workplace Catalog, and BMC Helix ITSM applications.

Block storage

We support a Bring-Your-Own-Storage-Class model, for any block storage supporting recommended IOPS.
For more information about recommended IOPS, see  Sizing considerations Open link in the BMC Helix IT Operations Management documentation.
We support ReadWriteMany file stores.

The components of BMC Helix Operations Management, such as SmartGraph, and BMC Helix Continuous Optimization require ReadWriteMany storage-class.

BMC Helix Platform Common Services components

BMC Deployment manager deploys the service tier components, data tier components, and applications tier components. These components have a hierarchical dependency on each other. The service tier and data tier components are together called the BMC Helix Platform Common Services.

Common service tier

The common services tier includes the services required for the functioning and management of the applications. It consists of the following components:


BMC Helix Portal

BMC Helix Portal is the launchpad for all your licensed BMC Helix services. BMC Helix Portal is built on a microservices-based architecture.

For more information, see  BMC Helix Portal Open link .

BMC Helix Dashboards

BMC Helix Dashboards offers unified reporting and gives you a consolidated view of data from applications across your environment. The consolidated view of dashboards helps you perform tasks such as responding to issues quickly so that system downtime is minimized. 

For more information, see  BMC Helix Dashboards Open link .


BMC Helix Single Sign-On helps to present credentials for authentication only once in a multi software environment.

For more information, see  BMC Helix Single Sign-On Open link .

Identity Management (IMS)

Identity Management Service (IMS) is a common service that helps you set up role-based access control and data-level access control. You can access IMS from the BMC Helix Portal. These actions cannot be set up by end users.

Tenant Management Service (TMS)

Tenant Management Service (TMS) is a common service that enables onboarding and offboarding of tenants and associated actions; for example, configure an external identity provider, configure the data retention period for a tenant, and so on. You can access TMS from the BMC Helix Portal. 

Common data tier 

The common data tier includes the various databases that store the data generated by the applications. This tier is also called the data lake.

Victoria Metrics

Used to store:

  • Time series metrics and aggregations.
  • Custom dashboards.

Kafka is a messaging service that is used for:

  • Asynchronous communication.
  • Ingestion queues related to metrics, events, or logs.

Zookeeper is a messaging service that is used for:

  • Asynchronous communication.
  • Ingestion queues related to metrics, events, or logs.
PostgreSQLUsed to structure data across the product and platform about organization, users, metadata, and so on.
MinIOMinIO is a server-side storage stack that is used for file storage and backups.

Redis is a data structure store that is used for ephemeral data and caching. It is used to store:

  • Events
  • Logs

Elasticsearch is used to store:

  • Events
  • Logs
Dynamic Service Modeling

Dynamic Service Modeling (DSM) provides topology information for devices and resources. 
This data is available to all BMC Helix applications.

BMC Helix Innovation Suite platform tier components

BMC Helix Innovation Suite platform tier consists of the following components:


AR System

AR System enables you to automate business processes without learning a programming language or complex development tools.

For more information, see AR System Open link .

BMC Helix Innovation Studio

BMC Helix Innovation Studio helps you develop, build, deploy, and use applications in your environment. It also helps you create and automate business processes without learning programming languages or complex development tools. 

For more information, see  BMC Helix Innovation Studio Open link .

Service Management application tier components

Service Management application tier consists of the following components:


With BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the Service Management requests and functions of your organization. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations.

For more information, see  BMC Helix ITSM Open link .


BMC Helix CMDB is used to store and manage the configuration items (CIs) that represent your IT environment.

For more information, see BMC Helix CMDB Open link .

Smart IT

Smart IT user interface makes it easier for you to perform basic BMC Helix ITSM processes by reducing the number of steps involved in performing the tasks. Smart IT provides modern, collaborative workplace with an intuitive, social, and mobile service desk experience to users.

For more information, see  BMC Helix ITSM: Smart IT Open link .

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. 

Mid Tier

Mid Tier provides access BMC Helix Innovation Suite from a browser. The Mid Tier contains components and add-in services that run on a web server, so users can 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.

For more information, see  AR System Open link .

BMC Helix Digital Workplace

BMC Helix Digital Workplace and BMC Helix Digital Workplace Catalog helps you request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users.

For more information, see  BMC Helix Digital Workplace Open link .

BMC Helix Digital Workplace Catalog
BMC Helix Multi-Cloud Broker

BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that enables organizations to effectively manage IT services in a hybrid, multiprovider environment. It provides out-of-the-box integrations to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.

For more information, see BMC Helix Multi-Cloud Broker Open link .

BMC Helix Business Workflows

BMC Helix Business Workflows is a case management application for all lines of business. It provides services to employees in a scalable, managed, and automated way.

For more information, see  BMC Helix Business Workflows Open link .

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  1. Adam Neuman

    Link to "Planning high-availability deployment" refers to old version (21.3)

    Oct 19, 2023 08:13
    1. Adam Neuman

      Same for "Planning the disaster recovery deployment of the data lake components"

      Oct 19, 2023 08:15
      1. Poonam Morti

        Hi Adam,

        Thank you for the feedback. We have updated the links.



        Oct 20, 2023 03:26
  2. Jim Ellertson

    What os do the platform pods run on in this version?

    Mar 13, 2024 03:54
    1. Poonam Morti

      Hi Jim,

      The platform pods use the operating system CentOS 7.

      Thanks, Poonam

      Mar 28, 2024 04:21
  3. Sneha Koli

    In 22.1.06 Helix version SRM is there or completely removed? In this current doc there is no SRM but somewhere I read that SRM will be part of service management tier components. whole SRM module is removed or only request entry console?

    Mar 15, 2024 05:42
    1. Poonam Morti

      Hi Sneha,

      SRM is a part of BMC Helix ITSM.

      The SRM product documentation is as follows:

      BMC Service Request Management 22.1



      Mar 18, 2024 03:47
  4. Mario Röhr

    Hi Team,

    there is a typo in the following section: Common service tier -> Tenant Management Service (TMS) ".... You can access IMS from the BMC Helix Portal"

    I think it should be "TMS" instead of "IMS", right?

    Apr 06, 2024 05:09
    1. Poonam Morti

      Hi Mario,

      Thank you for bringing this to our notice. We have corrected the typo.



      Apr 10, 2024 12:40