This documentation supports the 22.1 version of BMC Helix ITSM.

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

Leveraging the out-of-the-box IT services

BMC provides an out-of-the-box IT content pack that offers services for common IT-related queries. These ready-made services can be up and running for your end users with minimal configuration. If required, the  content pack  provides flexible and powerful ways to customize the services easily with reusable questionnaires, templates, and workflows. 

The content pack contains various components such as an IT portal to submit the services, foundation data, approval workflows, fulfillment workflows, and work order templates that are required for the end-to-end resolution of a service request.

Related topic

The content pack spans the following products: 

  • AR System server—To include foundation data.
  • BMC Helix Digital Workplace—To publish the services, to customize the IT portal if required, and to use the IT portal to submit the service requests. 
  • BMC Helix ITSM—To work on incidents and work orders. 
  • BMC Helix CMDB—To get Configuration Items (CIs) with services.

Content pack benefits

  • Ready-made services such as fix or repair an asset or a service, order new PC, and application access request to quickly implement in your organization. 
  • Quickly extend or modify the services to suit your business processes. 
  • Easily rebrand and customize the IT portal for your end users. 
  • Faster ROI by reusing BMC provided questionnaires, advanced approval workflows, and fulfilment workflows. 

Content pack services

The following BMC Helix Digital Workplace Catalog native services are provided in the content pack: 

  • Fix or Repair
  • Order New PC
  • PC Refresh
  • Guest WiFi
  • Create User Account
  • Application Access Request

To learn more about each service, see Out-of-the-box IT services.

Content pack scenario

Apex Global is a new customer of BMC Helix Digital Workplace and BMC Helix ITSM. As an Apex Global administrator, you contact BMC Customer Support to get the content pack.

As a BMC Helix Digital Workplace Catalog administrator, Hannah wants to leverage the content pack to quickly set up common IT services such as order new PC or application access request for the employees. Hannah can publish the services for her employees with three easy steps: 

  • Verify the content pack contents
  • Complete the configurations
  • Enable the IT portal for your end users

End users can use the IT portal to submit these common IT requests, as shown in the following image:

Roles required to leverage the content pack

The following roles are required to leverage the content pack in your organization: 


To get more information about the IT content pack , refer to the following questions and their responses:

  • If you are a SaaS customer, contact BMC Customer Support to deploy the content pack in your environment. The content pack is deployed in the development environment. 
  • If you are an on-premises customer, visit Task 1: Getting the IT content pack for details. 

Yes. You can customize the content pack to suit your business requirements. We recommend that you create a copy of the services and workflows before modifying it. 

You should have access to BMC Helix Digital Workplace Catalog and the Studio capability before using the content pack. 

Yes. We provide content packs for different lines of business. See Helix Solutions content for more details. 

Where to go from here

Setting up the IT content pack

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