This documentation supports the 21.3 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 reduces the complexities of customer support, change and release management, and asset management processes and activities by making them simple, integrated, and efficient. BMC provides a one-stop solution for all your ITIL service needs from architecture to integration and implementation to support. This complete IT service management solution enables your organization to reach  faster resolution of incidents and problems, and effective implementation of change requests because of the following:

  • BMC Helix ITSM is developed on a purpose-built architecture that helps you to provide end-to-end services even in the most complex enterprise environment.
  • BMC Helix ITSM is developed for better alignment of people, processes, and technology.
  • BMC Helix ITSM provides seamlessly integrated environment for managing your IT infrastructure and improving service availability.


Product features

BMC Helix ITSM provides simple, easy to implement and use, predictive and industry leading service management capabilities.

  • Helps in implementing and aligning organization's IT goals to ITIL best practices.
  • Delivers in the cloud, hybrid, or on-premise option.
  • Gives you persona-based user experience, which helps you perform effectively in your role.
  • Transforms the overall service desk experience through cognitive automation capabilities.
  • Contains a built-in Knowledge-Centered Service (KCS) that helps with faster and accurate resolution of tickets and request fulfillment.
  • Optimizes management of service assets from initial procurement to retirement.
  • Helps you achieve comprehensive Change and Release Management with minimum risks.
  • Packs data driven insights, visualizations, and reports.
  • Helps in effectively managing a single, shared data model.


Quick overview

You can watch the following videos for an overview of BMC Helix ITSM and its applications.

Quick tour of BMC Helix ITSM: Change Management

Quick tour of BMC Helix ITSM: Service Desk

Quick tour of BMC Helix ITSM: Knowledge Management

https://youtu.be/Tom1XafFLVQ

https://youtu.be/qceYuNek94Y

https://youtu.be/Sc0132uZEho


You can effectively manage ITSM processes, such as creating and resolving tickets, fulfilling service requests, viewing and associating related items such as tickets, assets, or knowledge articles, updating profile information, implementing change requests, and managing releases.

The BMC Helix ITSM user interface reduces the steps involved in performing ITSM tasks, thus providing a feaster user experience. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules. 


Product overview

BMC Helix ITSM: 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 .



BMC Helix ITSM: Asset Management

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

Because of the integration with multiple applications and processes, the asset deployment and usage monitoring are easier. By following and automating standard processes, Asset Management provides 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 .



BMC Helix ITSM: Knowledge Management and Knowledge-Centered Service

BMC Helix ITSM: 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.

Important

If you are using Progressive Web Applications (PWA), you can also integrate BMC Helix ITSM: Knowledge Management by ComAround. For more information, see the BMC Helix Knowledge Management by ComAround  online documentation.

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



Digital workplace

BMC Helix Digital Workplace provides end users access to services, knowledge, and policies across lines of business such as IT, HR, Facilities, and more. End users can find what they need using their preferred device, from anywhere, at any time.

BMC Helix Digital Workplace provides administrators with straightforward, highly configurable ways to present the capabilities that end users need to be successful. They can easily customize the experience, via bundles, banners, virtual marketplaces, and more.

To learn more, see  and Getting started with Digital Workplace Open link .




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 performing a root-cause analysis, Proactive Problem Management helps you improve 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 the monitor data logs, and indicating 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.



BMC Helix ITSM: Change Management and Release Management Management

BMC Helix ITSM: 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 ITSM: Change Management works in conjunction with the Approval Server and the other BMC Helix ITSM applications. Use BMC Helix ITSM: Change Management in combination with these applications 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 .



BMC 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 dashboards, 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 automate multiple service desk interactions and repetitive tasks, which results in faster resolution of tickets. By using machine learning capabilities, you 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.



Data-driven insights with BMC Helix ITSM reports from BMC Helix Dashboards

Use dashboards, storyboards, out-of-the-box reports for BMC Helix ITSM applications, and report builder to build simple to complex analytical reports.

To learn more, see Getting started with BMC Helix Dashboards Open link



Configuration Management (CMDB)

BMC Helix CMDB is a single source of reference for all your IT infrastructure and services that helps you source, store, monitor, and manage the configuration items (CIs) data, including the relationships among them. The common data model of BMC Helix CMDB unifies the representation of Cl data. Product Catalog helps bring alignment 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 BMC Helix CMDB provides a centralized, customizable, and uniform method of overcoming data consistency problems. Reconciliation in BMC Helix CMDB aims to create an accurate production data set. These BMC Helix CMDB features help you understand your IT environment better.

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

Product documentation

Use the links listed in the following table to find information quickly that will help you work with BMC Helix ITSM according to your role:


Product roleUser typeWhere to go
Administrator

System administrators working with new installations and upgrades

  • Loading Foundation data by using Data Management Open link
  • Onboarding and implementing
  • Administering
System administrators working with existing installations
Data Management administrators
  • Loading Foundation data by using Data Management Open link
Task administrators
  • Configuring the Task Management System Open link
AgentService Desk users (Incident and Problem Management)
  • Learning about Incident Management Open link
  • Learning about Problem Management Open link
Change and Release Management users
  • Learning about Release Management Open link
  • Learning about Change Management Open link
Asset Management users
  • Learning about Asset Management Open link
Data Management users
  • Loading Foundation data by using Data Management Open link
DeveloperDeveloping customizations


Interfaces

Progressive Web Application (PWA) screens in BMC Helix ITSM provide a modern, mobile-friendly interface that is similar to classic Smart ITAdditionally, the PWA screens are customizable and extensible like the classic Mid Tier screens.  Administrators can tailor the interface to the specific business needs of the company. The following screenshots show the classic Smart IT and Mid Tier interfaces.

Classic Smart IT / PWA screens

Classic Mid-Tier


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