Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.


BMC Helix ITSM: Smart IT 21.02

All versions
BMC Helix ITSM: Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.

Release notes and notices
updated 27 Nov

Learn what’s new or changed for BMC Helix ITSM: Smart IT 21.02, including new features, urgent issues, documentation updates, and fixes or patches. 


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

BMC Helix ITSM 21.02 release notes Open link




May 4, 202121.02.01: Patch 1

This patch release includes fixes and updates in BMC Helix Innovation Studio, and defect fixes for Smart IT.

March 17, 2021

21.02 enhancements

Enhancements available in this release:

  • Progressive Web App screens for six more ticket types
  • BMC Helix ITSM extends Russian language support and adds Polish language support
  • Product name change for Remedy Smart IT



As an end user, access and navigate the Smart IT interface.



Use the planning information for resources, processes, and activities for Smart IT.



As an administrator, manage access to tickets and resources, configure actions in Smart IT, and perform centralized configuration.



As an administrator, set up integrations with BMC Digital Workplace service request and BMC Client Management.



Resolve common issues or errors, review logs, or contact Support.


Knowledge Base



PDFs and videos


or register to view the contents of this page.


Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Using videos

The following topics in the Using Smart IT sections contain videos that supplement or replace the text-based documentation:

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Frequently asked questions


This topic provides information that supplements the BMC Helix ITSM: Smart IT documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Helix ITSM: Smart IT.

You can find the answer to this question and a general overview of Smart IT in Getting started.

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the Smart IT documentation that you might find helpful:

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