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Reuse the following blurb in your enhancement topic for 21.02  for products releasing on 17th March:


Product name changes in Remedy platform, Remedy ITSM, and BMC Helix Platform applications

Consult the following tables for changes to the product and component names starting with version 21.02.

While the product names have changed in 21.02, some instances in the product documentation still refer to the previous product name.

Remedy platform and ITSM applications

Version 20.08 and earlier

Version 21.02 and later

Remedy Action Request System (Remedy AR System)

Remedy IT Service Management Suite (Remedy ITSM)

BMC Helix ITSM
BMC CMDBBMC Helix CMDB
Remedy with Smart ITBMC Helix ITSM: Smart IT
Remedy Smart ReportingBMC Helix ITSM: Smart Reporting
Remedy Change ManagementBMC Helix ITSM: Change Management
Remedy Knowledge ManagementBMC Helix ITSM: Knowledge Management

Remedy Asset Management

BMC Helix ITSM: Asset Management

Remedy Service Desk 

BMC Helix ITSM: Service Desk

Remedy Single Sign-On

BMC Helix Single Sign-On

BMC Helix Platform and applications

Version 20.08 and earlier

Version 21.02 and later

BMC Helix Platform

BMC Helix Chatbot

BMC Helix Virtual Agent

Reuse the following blurb in your enhancement topic for 21.02 as applicable for products releasing on 15th April:

Product name changes in BMC Helix Platform applications

Consult the following table for changes to the product and component names starting with version 21.02.

While the product names have changed in 21.02, some instances in the product documentation still refer to the previous product name.

BMC Helix Platform and applications

Version 20.08 and earlier

Version 21.02 and later

BMC Helix Platform

BMC Helix Chatbot

BMC Helix Virtual Agent

BMC Helix Multi-Cloud Service Management

BMC Helix Multi-Cloud Broker

BMC Helix Integration Platform

BMC Helix iPaaS

Reuse the following blurb in your enhancement topic for 21.02

BMC Helix Innovation Suite for Service Management applications

Starting with version 21.02, Service Management applications run on a single environment named, BMC Helix Innovation Suite. With the new BMC Helix Innovation Suite, we bring together the capabilities of Action Request System and BMC Helix Innovation Studio.

As an Action Request System user, use the Action Request System components and clients. Leverage Service Management applications or build a custom application by using Developer Studio.

As a BMC Helix Innovation Studio user, use the the Service Management applications or build a custom application by using BMC Helix Innovation Studio

BMC Helix Innovation Suite provides the following benefits:

  • A single-tenant common platform for Service Management applications.

  • A shared database between AR System and BMC Helix Innovation Studio.

  • A common Foundation data for applications that run on the BMC Helix Innovation Suite

  • The ability to interoperate between AR System and BMC Helix Innovation Studio. For example, you can call a process defined by using BMC Helix Innovation Studio in AR System. The process is called by triggering a filter written in Developer Studio.



Reuse the following blurb in your enhancement topic, as applicable:

Leverage common Foundation data for Service Management applications

BMC Helix Innovation Suite includes common Foundation data that can be used by Service Management applications, such as BMC Helix Business Workflows BMC Helix Virtual Agent BMC Helix ITSM: Change Management, and so on. As an administrator, you can onboard Foundation data or load the data in bulk for the Service Management applications.

The common Foundation data provides the following benefits:

  • Creates a single data source for all the service management applications.
  • Eliminates the need to perform Foundation data sync from  BMC Helix ITSM to BMC Helix Innovation Studio  applications.
  • Eliminates the need to normalize application data.

Reuse the following two blurbs in your enhancements Preview topic:

  • BWF 21.02 enhancements preview
    • BMC Helix Innovation Suite delivered as phased rollout for early adopters

      Starting with version 21.02, Service Management applications run on BMC Helix Innovation Suite. With the new BMC Helix Innovation Suite, we bring together the capabilities of Action Request System and BMC Helix Innovation Studio. This change accelerates our ability to deliver innovations to our customers. The new architecture uses fewer resources and improves integration between components.

      Initially, distribution of the 21.02 release will be available only to early adopters as phased rollout followed by a full distribution.

    • Foundation data and administration for BMC Helix Business Workflows

      Previously, administrators synced the Foundation data in BMC Helix Innovation Studio and associated domain tags in BMC Helix Innovation Studio for use in BMC Helix Business Workflows. With 21.02, Foundation data will be used directly from BMC Helix Innovation Suite, and no syncing will be required. Administrators will need to associate domain tags to Foundation data in BMC Helix ITSM instead of in BMC Helix Innovation Studio.

      With 21.02 administrators will also configure some settings from BMC Helix ITSM instead of BMC Helix Innovation Studio. For case business analysts and case agents, the BMC Helix Business Workflows UI will offer a seamless experience with minimal changes.




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