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

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 Open link
  • How knowledge articles are found Open link
  • Using reports and flashboards Open link

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 Open link
  • Resolving incident requests Open link
  • Working with incident requests as a manager Open link

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

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

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

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

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

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 Open link
  • Overview of purchase requisitions Open link
  • Managing contracts Open link
  • Managing software licenses Open link
  • Managing costs and charge-backs Open link
  • Managing asset inventory Open link
  • Managing the configuration catalog Open link
  • Using reports and flashboards Open link

BMC Helix ITSM: Asset Management helps 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 Open link
  • Monitoring service requests Open link
  • Coordinating the service requests Open link
  • Fulfilling service requests Open link
  • Analyzing services by running reports Open link

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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