This documentation supports the 21.3 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.


Use the following planning resources, processes, and activities for BMC Helix ITSM.

Planning categoryDescriptionReference
Installation and deployment

 Information about installation and deployment of BMC Helix ITSM.

  • Installing Open link
  • System requirements Open link

SecuritySecurity requirements in an organization might be internal, such as policies, or external, such as government-mandated regulations. Think carefully about these security needs.

Securing AR System Open link


BMC Helix ITSM is built on Action Request System, which is a fully internationalized environment. This environment includes internal support for different character sets and a full suite of features that enable administrators to produce localized applications. 

In addition, support is provided for a locale model in which users can specify their language and formatting preferences to have the application delivered in the style that is the most useful to them. This model includes delivering to different users, simultaneously, the same application in multiple languages with different formatting.

BMC Helix ITSM compatibility matrix
Roles and permissions

User roles and permissions let administrators control how people access and interact with the BMC Helix ITSM.

Support groups

Support groups play an important role in the BMC Helix ITSM permission model by controlling access to data. The definition of what records a user can modify is based on whether a record has been assigned to one of the user's support groups.

For example, if a user is assigned the role of Service Desk Analyst and is a member of the Hardware support group, that person can modify only incident requests that are assigned to the Hardware support group. The user can view other incident requests but cannot modify them.

  • Access control for ticket data
  • Creating support groups Open link
  • Configuring support groups Open link
  • Updating people information

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