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BMC Helix is a portfolio of SaaS offerings delivering cognitive service management (CSM) that is fast, accurate and cost-effective, across multi-cloud, multi-device, and multi-channel environments. BMC Helix services are delivered from a variety of cloud locations and receive the benefits of BMC's world-class SaaS Operations team and processes.

CSM integrates emerging technologies like artificial intelligence (AI) and machine learning (ML) into the enterprise, transforming every layer of service delivery. This end-to-end cloud offering uses containers to give customers the ability to execute their business processes from the BMC cloud or AWS cloud. BMC Helix services include cognitive capabilities (Bots/AI/ML) and help enterprises transform their service management from reactive to proactive and predictive, with increased accuracy and speed, and reduced cost.

Key features

Cloud - services are delivered in a SaaS model allowing for easy consumption and predictive operational costs.

Containers - levering container technology, BMC Helix services are designed to run on any type of public cloud.

Cognitive - adding in cognitive capabilities, BMC Helix services provide end users and agents with an intelligent, integrated customer experience.


Key benefits

Accuracy - services are delivered with the immediacy and accuracy that end-users expect, on their platform of choice.

Speed - automate service desk processes and lever containers technology for increased business agility and reduced time for upgrades and DevOps integrations.

Cost Savings - deploy optional chatbot  and virtual agent services to deflect lower-level service calls, easing the load on support staff and reducing overall costs of your service desk.

Commercial offerings

BMC Helix services are available from various service locations worldwide. Choose from the BMC cloud, or select AWS and Azure locations.

U.S. Public Sector offerings

BMC Helix services for Public Sector are specifically developed for educational, local, state and federal government agencies in the United States. To maintain operational and data integrity, this solution is staffed by U.S. personnel in U.S data centers. The U.S. Public Sector offerings are logically separated from U.S. commercial customers.

U.S. FedRAMP offerings

BMC Helix services for the Federal Risk and Authorization Management Program (FedRAMP) are designed to comply with U.S. federal agency-specific processes for assessing and authorizing federal cloud computing products and services. FedRAMP consists of a subset of National Institute of Standards and Technology Special Publication (NIST SP) 800-53 security controls specifically selected to provide protection in cloud environments. BMC's FedRAMP certification is defined for the Federal Information Processing Standards (FIPS) 199 Moderate impact level. The FedRAMP services are staffed by U.S. personnel in U.S. data centers.

BMC obtained its FedRAMP authority to operate (ATO) authorization in April of 2016. Led by the SaaS Chief Information Security Officer, the FedRAMP team works continually to insure the latest releases of Helix applications and supporting components meet the compliance standards set by the FedRAMP program. FedRAMP testing is conducted annually by a third-party. BMC offers the following services with the ATO:

  • BMC Helix ITSM
  • BMC Helix Digital Workplace Basic
  • BMC Helix Digital Workplace Advanced
  • BMC Helix Custom Applications
  • BMC Helix Premium Connector
  • BMC Helix Business Workflows
  • BMC Helix Multi-Cloud Broker 

UK Government G-Cloud Services

Public Sector entities within the United Kingdom government may procure certain BMC cloud offerings through the UK Government G-Cloud framework. The G-Cloud program allows public sector organizations the ability to purchase services from the online Digital Marketplace store and eliminate the need to go through a competitive procurement process. BMC offers the following services via the Digital Marketplace:

  • BMC Helix ITSM
  • BMC Helix Digital Workplace Basic
  • BMC Helix Digital Workplace Advanced
  • BMC Helix Business Workflows
  • BMC Helix Client Management

For additional information, see Digital Marketplace



  2. Should the diagram above now be updated to include Helix Control-M?

    1. Helix Control-M has its own space on the docs site. Please refer to BMC Helix Control-M