This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Getting started

BMC Helix ITSM: Smart IT (Smart IT) provides the next-generation user experience for BMC Helix ITSM. Basic BMC Helix ITSM processes, such as creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information are now easier and quicker. The Smart IT user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules.

Smart IT enables you to:

  • Experience an elegant, friction-free UI that is designed for specific BMC Helix ITSM roles
  • Access all relevant information in a single window, including a 360-degree view of your customer, service history, and related incidents
  • Experience anytime, anywhere access to complete ITSM functionality from the field (mobile-first design)
  • Share knowledge and collaborate in real time with crowd-sourcing

Read the following content to get started with Smart IT:

OrientationOverview of product and documentation

Learning about Asset Management

Learning about Change Management

Learning about Incident Management

Learning about Knowledge Management

Learning about Problem Management

Learning about Release Management

Learning about Work Order Management

Learning modules about key areas, and how to work in those areas in Smart IT

Key conceptsProduct architecture and other key concepts
Use casesUse cases
Best practices for Smart IT

Best practices for BMC Helix ITSM: Smart IT

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