Roles and responsibilities

From service activation to onboarding to ongoing operations of your BMC Helix service, it is important to understand the various roles and responsibilities of the BMC and customer teams. This topic describes BMC and customer roles, communication plans, and functional responsibilities for service control administration.

Roles and responsibilities

The following table describes the key roles and their associated responsibilities for BMC and customers.

Role	Responsibilities
BMC Account Manager	The BMC Account Manager is responsible for account oversight and management of commercial terms related to license sales.
BMC Onboarding Specialist	The Onboarding Specialists' goal is to provide consistent value-based BMC oversight for BMC Helix onboardings and reduce time to value for customers. They are assigned for all BMC Helix ITSM onboards (customers migrating from on-premise, Remedyforce, and/or other ITSM solutions).
BMC Customer Success Specialist	Upon contract execution, customers are formally welcomed to BMC by a Customer Success Specialist (CSS). The CSS organization comprises BMC resources that are focused on driving value realization and business alignment for BMC Helix services. This organization is ultimately accountable for customer success. They strategically partner with customers to ensure that they are satisfied with their investment and work to improve areas of dissatisfaction. The following list highlights a few of the key responsibilities of the CSS: Understand and validate what the customer considers “success”, what value the customer expects to get from the service, and what KPIs will be measured to realize that value Use processes and resources to manage customer success such as the coordination of periodic service reviews, roadmap reviews, and management of success plans Help customers plan for product updates and patches, and maintenance activities Coordinate with various internal teams to ensure consistent alignment of standard processes The level of CSS involvement varies depending on the lifecycle phase and customer needs.
BMC SaaS Service Desk	Led by a support manager, the BMC SaaS Service Desk provides management of service disruptions, operational issues, product defects, and service requests submitted through a BMC support portal, email, or phone call. Access is available via any channel 24 hours a day, 7 days a week. The support manager acts as an escalation point for missed targets or issues with critical service impacts. To review which support portal to use, see Support team options.
Onboarding Project Manager	Whether onboarded by BMC Global Services or a trusted partner, a project manager is typically assigned by the onboarding team to the account throughout the onboarding phase to manage overall project governance and project-related activities from the implementation perspective. This role works closely with the customer project manager to plan activities and logistics for the project and to manage onboarding resources, budget, and scope.
Professional services/ Partner	The BMC Professional services Team or a Partner perform the following activities: Support or own various stages of solution implementation and/or custom integrations. Provide technical advice and consult on project timelines Assist in migrations, typically from on-premises to SaaS
Customer Project Manager	The customer's project manager works in close coordination with the onboarding project manager to manage customer onboarding tasks and customer resources required for the successful delivery of contracted requirements. This role typically stays active in the project post-go-live for a period of time to ensure smooth operations.
Customer Process Owners	This group of resources includes any technical, administrator, and security personnel required to provide approvals, data configuration, and technical direction for onboarding activities and connectivity methods to the BMC data centers (for example, BMC Helix Client Gateway configuration, integration points, and so on). Some of these resources might not be directly involved with service operations on an ongoing basis, but they are vital for planning and executing the initial rollout of the service to the production environment. This group typically includes the following roles: Security administrators – Representatives from the customer’s Information Security team Change approvers – Representatives from the customer’s Change Advisory Board who are authorized to approve a change to customer systems Application experts – Specialists from the application process groups (for example, Service Desk Manager, Change Manager, HR Business Analyst, and so on) who manage the applications on an ongoing basis and submit issues and service requests to BMC Support Central . Application administrators – Responsible for ongoing data configuration of your BMC Helix applications Integrated systems managers – Includes application owners for all integration sources and related content
Customer Change Approvers	Given that all changes require customer approval, BMC asks that customers identify a set of individuals responsible for authorizing changes in the environments. This list of change approvers must be provided to BMC prior to go-live and may be updated at any time via written communication. To modify your list, use the Contact Lists utility from the BMC SaaS support portal. See BMC Helix Change Management policy for additional information.

Communication plan

BMC will liaise with you to schedule review meetings dependent on your requirements. Unless otherwise denoted in your contract, the communication plan is as follows:

Meeting Type	Frequency	Description	Duration	Format	Audience	Facilitator
Support review	As needed	Review of service performance and escalated critical and high-priority tickets	As needed	Conference call	Customer, BMC SaaS Support Manager	BMC SaaS Support Manager
Business Review	Periodic	Business Review of adoption and value realization	1 hour	Onsite / conference call	Customer, CSS, BMC Account Manager, and CVA If applicable	CSS
Roadmap alignment and review	Quarterly	Two-way discussion of roadmap strategy and future plans	1-2 hours	BMC Communities / onsite / conference call	Customer, CSS, BMC Account Manager, and Product Management	CSS

Service control administration

At a high level, service control task ownership is summarized as follows:

Activity	Owner	Description	Responsibility
Data Administration	Customer	Foundation data Service Catalog definitions Knowledge content Application-specific data Report data	Management of foundation and other customer-defined data
End User Support	Customer	User requests User incidents	Support of end-user requests
User Administration	Customer	Create/modify/delete users and associated user data	Management of users and permissions
Service Administration	BMC	Service change management	Management and control of the service through the operation of the incident, change, and request processes
Application Maintenance	BMC	Promotion of QA and production changes	Management and support of the BMC Helix applications necessary to support the agreed level of availability and to undertake patching, updates, and code promotions
Infrastructure Administration	BMC	Environment provisioning and maintenance	Management and support of the hardware and network infrastructure necessary to support the agreed level of availability

Roles and responsibilities