BMC Helix ITSM Suite service

This topic provides BMC Helix ITSM Suite customers with information specific to service operations. For BMC Service Management product-specific documentation, see BMC Helix ITSM suite overview. 

Important

You can stay on a version no less than n-2 of the current BMC Helix ITSM version, where “n” refers to the latest version of BMC Helix ITSM available generally. To learn more, see Service update policy.

The following items are documented for this service:

Licensing

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

License

Unit of Measurement

BMC Helix ITSM - Suite User License

per named user - SaaS

BMC Helix ITSM - Suite Concurrent User License

per concurrent user - SaaS

BMC Helix ITSM on BMC Cloud (Public Sector) - Suite User License

per named user - SaaS

BMC Helix ITSM on BMC Cloud (Public Sector) - Suite Concurrent User License

per concurrent user - SaaS

BMC Helix ITSM (FedRAMP) - Suite User License

per named user - SaaS

BMC Helix ITSM (FedRAMP) - Suite Concurrent User License

per concurrent user - SaaS

BMC Helix ITSM on AWS (DoD Impact Level 4) - Suite User License

per named user - SaaS

BMC Helix ITSM on AWS (DoD Impact Level 4) - Suite Concurrent User License

per concurrent user - SaaS

BMC Helix ITSM on AWS (DoD Impact Level 5) - Suite User License

per named user - SaaS

BMC Helix ITSM on AWS (DoD Impact Level 5) - Suite Concurrent User License

per concurrent user - SaaS

Please refer to Service location for available datacenter locations.  

BMC Helix ITSM for Migrations Entitlements

The BMC Helix ITSM for Migration subscription service is available as an option for BMC Helix Remedyforce customers.

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.

Reminder:

Users accessing the service via the BMC Helix Digital Workplace portal, commonly referred to as end users, require only a Read license type; however, if a user is assigned a named or concurrent license and accesses via this portal, they are consuming their assigned license type. A Read license enables a user to submit and modify requests as part of the BMC Helix Digital Workplace entitlement.

License entitlements

The following applications, features, and utilities are available with the purchase of BMC Helix ITSM Suite.

Entitlements - BMC Helix ITSM Suite applications, features, and utilities

  • Incident Management
  • Problem Management
  • Asset Management
  • Configuration Management (CMDB)
    • Normalization Engine
    • Reconciliation Engine
    • Atrium Explorer
    • Atrium Impact Simulator
    • Common Data Model
    • Class Manager
    • Product Catalog and Definitive Media Library
    • Service Catalog
  • Change Management
  • Release Management
  • Service Level Management
  • Smart IT, including mobile access 
  • ITSM AI capabilities
    • Proactive Problem Management*
    • Incident Correlation*
  • HelixGPT (Employee Navigator)**
  • Digital Workplace Basic (self-service, limited capacity)
  • Digital Workplace Catalog*
  • Loading Foundation data by using Data Management
  • Personal Data Privacy (for GDPR) utility
  • Atrium Integrator Spoon client
  • Converged Innovation Suite, including Dev Studio and Innovation Studio*
  • BMC Helix Dashboards*
  • BMC Helix Portal*
  • ChatOps- Swarming and Collaboration*
  • BMC Helix Service Monitoring
  • BMC Helix Intelligent Integrations

*Available in version 21.3 and later.

**Available in version 23.3.04 and later. Customers are required to bring their own Compute/Large Language Model (LLM) for HelixGPT use cases, please visit Licensing and pricing for BMC HelixGPT.

  • BMC Helix ITSM ChatOps is not activated by default. Please submit a Support Case to have these features enabled for your subscription service, if required.  
  • ITSM Foundation functionality:
    • Foundation data management (people, orgs, locations, and so on)
    • Knowledge Management
    • Asset CI Management
    • Task Management
    • Work Order Management
    • Broadcasts
    • Outages
    • Service Context
    • Calendar
    • IT collaboration: agent-to-agent chat and email
    • ITSM dashboard and reports
    • ROI console

    • Service Resolution / Proactive Service Resolution

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

A purchase of a BMC Helix ITSM Suite subscription entitles the customer to the following BMC Helix Digital Workplace Basic named users:

  • For each named BMC Helix ITSM Suite license, 100 named BMC Helix Digital Workplace Basic licenses
  • For each concurrent BMC Helix ITSM Suite license, 250 named BMC Helix Digital Workplace Basic licenses

If these entitlements are not enough for your organization, additional capacity may be purchased via the BMC-Helix-Digital-Workplace-Basic-service.

Additional license terms

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

  • A user license is needed for all interactions with the BMC Helix ITSM applications provided by BMC, even if customized. 
  • 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 for 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 of three (3) named user licenses.
  • Integrations into the BMC Helix ITSM Suite service system 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 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. 

  • Certain fixed licenses are configured by BMC for use in-application and for providing support to the customer. These licenses are not billed to the customer.
  • You can stay on a version no less than n-2 of the current BMC Helix ITSM version, where “n” refers to the latest version of BMC Helix ITSM available generally. To learn more, see Service update policy.

Standard environments

Your purchase of BMC Helix ITSM Suite provides the following environments:

  • Development
  • Quality Assurance
  • Production

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

Add-on services

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

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