Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

User goals and features

The following table provides a list of specific goals that you can accomplish with BMC Helix ITSM. The table also lists the links to the related feature documentation and the relevant application in BMC Helix ITSM.


The links in the following table take you to the BMC Helix ITSM: Knowledge Management, BMC Helix ITSM: Service Desk, BMC Helix ITSM: Change Management, BMC Helix ITSM: Asset Management, BMC Service Level Management, and BMC Service Request Management online technical documentation.

GoalInstructionsRelated application
Managing your knowledge base
  • Creating and publishing knowledge articles
  • How knowledge articles are found
  • Using reports and flashboards

BMC Helix ITSM: Knowledge Management includes knowledge article creation, storing, reviewing, publishing, and retirement with the aim of continually improving your self help capabilities and reducing support costs.

Managing incident requests
  • Managing incident requests
  • Resolving incident requests
  • Working with incident requests as a manager

The BMC Helix ITSM: Service Desk incident management process restores normal service operation as quickly as possible with minimum disruption to the business. And ensure that the highest levels of availability and service are maintained. 

Managing problem investigations
  • Performing the incident request review
  • Performing the root cause analysis
  • Reviewing problem investigations
  • Closing the problem investigation and known errors

The BMC Helix ITSM: Service Desk problem management process reduces the number of incidents; either proactively, by preventing them from happening, or reactively, by preventing them from happening again.

Managing service levels
  • Service targets
  • Defining request-based service targets
  • Defining availability service targets
  • Defining CI Outage service targets
  • Defining compliance-only service targets
  • Defining the service offerings by using agreements
  • Contracts
  • Using reports in BMC Service Level Management

BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business. And provide the correct level of service to meet those needs.

Managing change requests
  • Creating change requests in the Initiation and Recording stage
  • Defining and managing relationships
  • Creating and managing relationships between change requests
  • Assigning and reassigning change requests
  • Approving change requests in the Approval stage
  • Managing the cost of change
  • Scheduling changes by using the Calendar
  • Relating and managing configuration items and impacted services for a change request
  • Managing tasks

BMC Helix ITSM: Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks, verification, and recording changes to the production environment.

Managing release requests
  • Initiating a release
  • Managing relationships between requests and other records
  • Creating a release manifest
  • Assigning release requests
  • Approving release requests

The Release Management module helps you plan, build, test, and deploy controlled releases into your IT environment. A release is a collection of related authorized changes to an IT service that are tested and introduced into the live environment together.

Managing assets
  • Working with CIs
  • Overview of purchase requisitions
  • Managing contracts
  • Managing software licenses
  • Managing costs and charge-backs
  • Managing asset inventory
  • Managing the configuration catalog
  • Using reports and flashboards

BMC Helix ITSM: Asset Management enables you to track and manage enterprise configuration items (CIs), the items they represent, and their changing relationships, throughout the entire CI lifecycle.

Managing service requests
  • Quick tour of Service Request Management
  • Monitoring service requests
  • Coordinating the service requests
  • Fulfilling service requests
  • Communicating with users by using broadcasts
  • Analyzing services by running reports

BMC Service Request Management provides an online service catalog from which employees can view and request services that are available to them.

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