This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

BMC Helix ITSM suite overview

BMC Helix ITSM  automates standard ITIL processes out of the box and offers extensive configuration options that enable you to tailor the applications to the needs of your organization. You can handle many aspects of IT support and delivery, including asset and configuration management, change and release management, incident management, and problem management.

BMC provides a one-stop solution for all your ITIL service needs from architecture to integration and implementation to support.

Service Request Management and catalog management

Service Request and Catalog Management offer self-service options to the end users, such as password management options and access to knowledge base to eliminate the number of the most repetitive incidents.

Service Request Management helps to automate repetitive service requests and remove intensive labor-oriented service-fulfillment processes to significantly reduce the cost of service desk calls.

To learn more, see Learning about BMC Service Request Management Open link  and Getting started with Digital Workplace Open link .

Service Desk (Incident Management and Problem Management)

BMC Helix ITSM Service Desk acts as a single point of contact for user requests, user-submitted incidents, and infrastructure-generated incidents. BMC Helix ITSM defines and integrates your service desk and operations with standard processes and tools to reduce variation, operational complexities, and inefficiencies, and to manage the support cost.

 Incident Management gets users up and running after disruptions, and Problem Management determines the root cause and corrects it by using BMC Helix ITSM: Change Management processes. The Service Desk application automates the Incident Management and Problem Management processes to ensure reactive resolution of customer questions and issues, and proactive management of problems to prevent recurring issues.

To learn more, see Learning about Incident Management Open link and Learning about Problem Management Open link .

Asset Management

Asset Management offers complete lifecycle management of people and IT assets. Asset Management helps you to store information about contracts and software licenses. 

Because of integration with multiple applications and process, the asset deployment and usage monitoring are easier. By following and automating standard processes, Asset Management provides the benefits, such as timely reconciliation and normalization of data, supplier order fulfillment, reduced errors in the configuration of assets, and increased compliance with regulations and standards.

To learn more, see Learning about Asset Management Open link .

Knowledge Management and Knowledge-Centered Service

BMC Helix Knowledge Management is a framework for creating, publishing, reviewing, and searching knowledge articles. The application provides service desk analysts with a knowledge base of easy-to-find solutions and gives users self-service search options to help them resolve issues on their own. These self-service options improve service quality through easy access to knowledge and reduce support calls and costs by enabling users to find solutions to their issues without involving the service desk.


If you are using Progressive Web Applications (PWA) in Smart IT, you can also integrate BMC Helix ITSM: Knowledge Management by ComAround. For more information, see Integrating BMC Helix Knowledge Management by ComAround with Smart IT Open link .

To learn more, see Learning about Knowledge Management Open link .

Change and Release Management

BMC Helix Change Management is a system for planning, scheduling, implementing, and tracking changes that need to be completed within your organization. BMC Helix ITSM: Change Management  is closely aligned with standard ITIL service management processes.

BMC Helix Change Management works in conjunction with the Approval Server  and the other BMC Helix ITSM  applications. BMC Helix ITSM: Change Management in combination with these applications enables you to assess the scope of a change, analyze the costs associated with the change, perform impact and risk analysis, and schedule the resources needed to complete the change.

To learn more, see Learning about Change Management Open link and Learning about Release Management Open link .

Service Level Management

BMC Service Level Management  is an application to define service targets and measure the efforts of your support staff as they implement the changes. By using BMC Service Level Management, you can review, enforce, and report on the level of service provided to ensure that adequate levels of services are delivered in alignment with business needs and at an acceptable cost. By using various dashboard, you can achieve your service level goals, such as monitoring targets, performance, compliance for the services, and analysis of service health.

To learn more, see Learning about Service Level Management Open link .

Cognitive automation capabilities

BMC Helix ITSM integrates cognitive technologies like artificial intelligence and machine learning for automatic classification, assignment, and routing of incidents. These capabilities transform the overall service delivery for end users, agents, and developers. By using the cognitive automation capabilities, you can automate multiple service desk interactions and repetitive tasks, which results in faster resolution of tickets. By using machine learning capabilities, you can provide self-help to your end users by providing them with the links to the most relevant BMC Digital Workplace service catalog or knowledge articles.

To learn more, see Automating service management by using BMC Helix Cognitive Automation.

Proactive Problem Management

BMC Helix ITSM Insights uses NLP (Natural Language Processing) and AI clustering algorithms to deliver proactive problem management and real-time incident correlation. Problem coordinators run analytics on historic incident data and leverage AI clustering technology to identify patterns of recurring incidents. By identifying frequently recurring incidents and perform a root-cause analysis, the Proactive problem management helps you in improving Service Desk efficiency and preventing these incidents from reoccurring in the future.

Proactive problem management seeks out issues, faults, and known errors in IT systems by going through past incidents, networking monitor data logs and indicates potential problem areas. Proactive problem management activities take place as ongoing activities targeted to improve the overall availability and end user satisfaction with IT services.

Configuration Management (CMDB)

CMDB is a single source of reference for all your IT infrastructure and services which helps you source, store, monitor, and manage the configuration items (CIs) data, including the relationships among them. The common data model of the  BMC Helix CMDB  unifies the representation of Cl data. The Product Catalog helps to bring in consistency with the industry standards for tracking and managing this type of information and maintaining a single product catalog shared among multiple companies. The Normalization Engine in  CMDB  provides a centralized, customizable, and uniform method of overcoming data consistency problems. Reconciliation in CMDB aims to create an accurate production dataset. These CMDB features help you understand your IT environment better.

To learn more, see Getting started with BMC CMDB Open link .

Data-driven insights with Smart Reporting

BMC Hellix Smart Reporting is a  web-based report writer for technical and non-technical users. Use Smart Reporting to create rich data visualization, interactive charts, and cross-application reports. Smart Reporting dashboards present reports to quickly scan all the key metrics. Dashboards, storyboards, out-of-the-box reports for BMC Helix ITSM applications, and report builder enable you to build simple to complex analytical reports.

To learn more, see Getting started with Smart Reporting Open link .

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