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