BMC Helix ITSM Service Desk service

This topic provides BMC Helix ITSM Service Desk customers with information specific to service operations. For BMC Service Desk product-specific documentation, visit the Service Desk product overview.

The following items are documented for this service:

• • Licensing
  • License entitlements
  • Additional license terms
  • Standard environments
  • Add-on services
  • Related topics

Licensing

The BMC Helix ITSM Service Desk service is available with the purchase of any of the following line items from your ordering document:

Please refer to Service locations for available datacenter locations.  

With the "per named user - SaaS" unit of measurement, each named user accessing the application has an assigned license that is not available to other users.

With the "per concurrent user - SaaS" unit of measurement, a concurrent user accesses the application from a pool of shared licenses if one is available.

License entitlements

The following applications, features and utilities are available with the purchase of BMC Helix ITSM Service Desk:

For additional details, see BMC-Helix-ITSM-application-components.

Additional license terms

The following additional terms apply to the BMC Helix ITSM Service Desk service:

• A user license is needed for all interactions with the BMC Helix ITSM applications provided by BMC, even if customized. There is no free read access to these ITSM applications from BMC.
• Licensing terms and conditions are as defined in the governing master agreement and take precedence over any published description from this site.
• Entitlements are subject to change.
• Non-production environments are configured with the same license capacity as the production environment. 
• User licenses cannot be shared between multiple users; each user license entitles one user access to all license capabilities referenced above and these entitlements may not be split between multiple users.
• Purchased licenses are only valid on one production environment.
• Each user can have only one license type - fixed, concurrent or read.
• A concurrent user license is consumed from the pool as soon as the user logs into the system and is held for a minimum of one hour in case of inactivity.
• It is recommended that users with the Administrator permission have a fixed license assigned to avoid being locked out of the system. Each customer must have a minimum three named user licenses. 
• Integrations into the BMC Helix ITSM Service Desk service may not be used to circumvent user licensing.
• A maximum device limit of three (3) is applied to BMC Helix Digital Workplace Basic licenses. Purchasing BMC Helix Digital Workplace Advanced removes this restriction.

• An ITSM Service Desk user named or concurrent license entitles the user with a Smart Reporting license of the same type, as long as BMC supports Smart Reporting, for reporting against BMC Helix ITSM applications or extensions thereof. Please be advised of the Statement of direction for Smart Reporting. 

  Important

  Select customers will keep the BMC Helix Innovation Studio - Reporting User service as long as they have extended support from BMC. 

• Read license capacity is limited to the BMC Helix Digital Workplace Basic entitlement capacity or the number of BMC Helix Digital Workplace Advanced purchased capacity.
• Certain fixed licenses are configured by BMC for use in-application and for the purposes of providing support to the customer. These licenses are not billed to the customer.

Standard environments

Your purchase of BMC Helix ITSM Service Desk provides the following environments:

• Development
• Quality Assurance
• Production

Additional environments are available for any BMC Helix service for an additional fee. See Helix additional environment option.

Add-on services

The following optional add-ons are also available for an additional fee:

• BMC Helix ITSM Suite
• BMC Helix Service Optimization
• BMC Helix Digital Workplace Advanced (including Excerpt named Live Chat home was not found in document xwiki:Helix-Common-Services.Other.BMC-Helix-Subscriber-Information.helixsubscriber._inclusionsLibrary_helixsubscriberinfo._helixsubscriberinfo_itsm_linklibrary.WebHome.)
• BMC Helix Multi-Cloud Broker

Related topics

• BMC-Helix-ITSM-activation
• BMC-Helix-Digital-Workplace-Basic-service
• Authentication-options
• Reporting-options
• Supported-devices-and-browsers
• Supported-languages

• BMC Helix ITSM trial