This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Leveraging the out-of-the-box lines of business and content packs

BMC provides several out-of-the-box lines of business, such as HR and Facilities, and content packs, such as IT content pack with common, ready-to-use services, that you can leverage in your organization. 

The lines of business and content packs contain various components, such as an end user portal to submit the services, foundation data, approval workflows, fulfillment workflows, and work order templates, that are required for the end-to-end resolution of a service request.

Related topics


You can leverage the lines of business and content packs for the following benefits: 

  • Ready-made services to quickly implement in your organization.
  • Extend or modify the services to suit your business processes. 
  • Easily rebrand and customize the portals for end users. 
  • Faster ROI by reusing BMC-provided questionnaires, advanced approval workflows, and fulfillment workflows.

Scenario: Leverage the out-of-the-box content pack and HR line of business

Apex Global is a new customer of BMC Helix Digital Workplace. The company wants to leverage the common services provided with the content pack and HR Service Management to quickly set up common services for employees. Hannah can publish the services for her employees with these simple steps: 

Out-of-the-box lines of business and content packs

The following table describes the out-of-the-box lines of business and content packs: 

Content packDescriptionReference

IT content pack

Includes BMC Helix Digital Workplace Catalog native IT services such as fix or repair an asset or a service, order new PC, create user account, and request application access.

It also includes an IT portal for end users to submit the requests, foundation data, and related artifacts to fulfill the requests such as approval workflows, work order templates, and fulfillment workflows.

Setting up the IT content pack Open link

HR Service Management

Includes HR services such as add a family member, employee education reimbursement, referral bonus payout, and verification of employment letter.

It also includes the HR Portal, Onboarding Portal, and a New Hire Portal for end users. 

HR Service Management overview Open link

Workplace Service ManagementIncludes common employee services such as issues with the electrical system, running water in a restroom, and request for a new chair.

Workplace Service Management overview Open link


To get more information about the lines of business and content packs, refer to the following questions and their responses:

You can get HR Service Management and Workplace Service Management by default with BMC Helix Business Workflows

If you are a SaaS customer, to get the IT content pack, contact BMC Support to deploy it in your environment. The content pack is deployed in the development environment. 

If you are an on-premises customer, to get the IT content pack, visit  Task 1: Getting the IT content pack Open link for details. 

Yes. You can customize the lines of business and content packs to suit your business requirements. We recommend that you create a copy of the templates, services, and workflows before modifying them. 

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