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.

BMC Account ManagerThe BMC Account Manager is responsible for account oversight and management of commercial terms related to license sales.
BMC Onboarding SpecialistThe 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 DeskLed 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 ManagerWhether 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 ManagerThe 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 Open link .
  • 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 ApproversGiven 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 TypeFrequencyDescriptionDurationFormatAudienceFacilitator
Support reviewAs neededReview of service performance and escalated critical and high-priority ticketsAs neededConference callCustomer, BMC SaaS Support ManagerBMC SaaS Support Manager
Business ReviewPeriodic

Business Review of adoption and value realization

1 hourOnsite / conference callCustomer, CSS, BMC Account Manager, and CVA

If applicable

Roadmap alignment and reviewQuarterlyTwo-way discussion of roadmap strategy and future plans1-2 hoursBMC Communities / onsite / conference callCustomer, CSS, BMC Account Manager, and Product Management CSS

Service control administration

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

Data AdministrationCustomer

Foundation data

Service Catalog definitions

Knowledge content

Application-specific data

Report data

Management of foundation and other customer-defined data
End User SupportCustomer

User requests

User incidents
Support of end-user requests
User AdministrationCustomer

Create/modify/delete users and associated user data

Management of users and permissions
Service AdministrationBMCService change management

Management and control of the service through the operation of the incident, change, and request processes

Application MaintenanceBMCPromotion 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 AdministrationBMCEnvironment provisioning and maintenance

Management and support of the hardware and network infrastructure necessary to support the agreed level of availability

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  1. Terje Moglestue

    Thank you for clarifying the roles and responsibilities. However, it does not clarify the different roles of a BMC partner or other third parties can hold. Every situation is different. Both a client (end-user) and BMC can delegate responsibilities to a named partner. Without making it too complex it would be good to clarify both roles and responsibilities for a BMC Partner. I am looking at this from the view of an end client.

    Jan 29, 2024 09:26
    1. Dhanya Menon

      Thank you for your feedback, Terje.

      We have added the roles and responsibilities for a BMC Partner on this page.

      Hope this helps!



      Mar 20, 2024 02:10