This documentation supports the 20.02 version of BMC Helix ITSM.
To view an earlier version, select the version from the Product version menu.




ITSM

BMC Helix ITSM 20.02

All versions
BMC Helix ITSM is a cloud-native service management application that is delivered in the cloud deployments. It provides persona-based UX optimized across devices, cognitive automation capabilities, stunning reports and visualizations allowing data driven insights, and the ability to deploy on any type of cloud. Also, it provides out of-the-box IT Information Library (ITIL) service support functionality. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future.
Release notes and notices
updated 24 Apr

Learn what’s new or changed for BMC Helix IT Service Management 20.02, including new features, urgent issues, documentation updates, and fixes or patches.

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DateTitleSummary
February 21, 202020.02 enhancements

Enhancements to Helix ITSM are:

  • Faster loading of change collision detection in Change Management

Enhancements to Smart IT are:

  • Enhancement to display the latest published knowledge articles
  • Ability to view the latest created tickets in a pinned knowledge article at the top of the list
  • Enhancement in the Release Management ticket
  • Ability to search for relevant help content within the Smart IT UI

Enhancements to Smart Reporting are:

  • Tracking the progress of work order automation initiative by using the Service Automation Dashboard and reports
  • Ability to change the default custom role of new users

Release note for components

Release notes and notices for Smart IT

Release notes and notices for AR System server

Release notes and notices for Change Management

Release notes and notices for Asset Management

Release notes and notices for Knowledge Management

Release notes and notices for Service Desk

Release notes and notices for Service Level Management

Release notes and notices for Service Request Management

Release notes and notices for Single Sign-On

Release notes and notices for Smart Reporting

Release notes and notices for CMDB

Using

 

Interface descriptions, using the product.

Administering

 

Information and instructions for administering Helix ITSM.

Subscriber information

Find information about
service activation, licensing,
and more.

Communities

Join discussions
with peers and experts.

Support

Search for knowledge articles
(requires a Support ID).


Videos

View BMC Helix videos.
FAQs and additional resources

BMC Helix IT Service Management is very similar in functionality to the traditional ITSM except with respect to cloud deployment. The following links take you to the FAQs and additional resources documentation of the traditional ITSM suite.

FAQs and additional resources for ITSM

FAQs and additional resources for Smart IT

FAQs for Change Management

FAQs and additional resources for Service Desk

FAQs and additional resources for Service Request Management

FAQs and additional resources for CMDB


Additional resources for BMC Helix

The following hyperlinks provide additional information that you might find helpful:

For BMC Helix FAQs, see FAQs and additional resources.

 

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