BMC Helix Service Management service

This topic provides BMC Helix Service Management customers with information specific each package. BMC Helix Service Management is a simplified packaging and pricing model for a suite of service management products, including BMC Helix ITSM, BMC Helix Digital Workplace, Lines of Business, and other services.

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 the Service update policy.

The following items are documented for this service:

Related topics

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Supported devices and browsers

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Licensing

The BMC Helix Service Management package is available with the purchase of any of the following line items from your ordering document:

License

Unit of Measurement

BMC Helix Service Management - Standard - Named User

Per named user – SaaS

BMC Helix Service Management - Standard - Concurrent User

Per concurrent user – SaaS

BMC Helix Service Management - Advanced - Named User

Per named user – SaaS

BMC Helix Service Management - Advanced - Concurrent User

Per concurrent user – SaaS

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.

Licensing and usage compliance

Your BMC Helix Service Management Standard / Advanced subscription entitles you to the total number of Named or Concurrent licenses purchased across your respective BMC Helix services included in each bundle. This is outlined under the License Entitlements chart below.

A single license is considered consumed, or assigned, for each unique user across all your BMC Helix applications. The same user configured across different applications will not be double counted as multiple licenses consumed. The quantities distributed and used across each BMC Helix service is within your discretion and your licensing usage is compliant when the total number of licenses across each application is within your BMC Helix Service Management Standard / Advanced purchased quantity. Additionally, Named and Concurrent licensing entitles you to the same Digital Workplace and/or Virtual Agent active licenses entitlement in the example below. 

For example, if a customer purchased 100 BMC Helix Service Management - Advanced - Named User SKUs, the following customer is compliant because the total number of licenses falls within the purchased quantity: 

*For simplicity, assume each of the license count below consist of unique users.

  • 60 Named licenses assigned within BMC Helix ITSM
  • 35 Agents assigned within BMC Helix Business Workflows
  • 5 Knowledge Workers in HKM

Additionally, a purchase of 100 BMC Helix Service Management - Advanced - Named User SKUs of entitles to a monthly allocation of 100 x BMC Helix Digital Workplace Advanced (100 active users) and 100 x BMC Helix Virtual Agent Advanced (100 active users). The license compliance for up to 10,000 active users in BMC Helix Digital Workplace or BMC Helix Virtual Agent are tracked separately from the above applications like BMC Helix ITSM, Business Workflows, and Knowledge Management by ComAround. You are compliant if you stay within the 10,000 monthly active users for BMC Helix Digital Workplace and/or BMC Helix Virtual Agent.

If you require additional capacity for your active users within BMC Helix Digital Workplace or Virtual Agent, you will need to purchase the corresponding BMC Helix Digital Workplace Advanced - Active User (100 users)BMC Helix Virtual Agent Advanced Premium Environment - Active User (100 Users) SKU.

License entitlements

The following applications, features, and utilities are available with the purchase of BMC Helix Service Management Standard and Advanced packages. 

BMC Helix Digital Workplace and BMC Helix Virtual Agent licensing are counted with the 100 active users entitlement. 

BMC Helix Business Workflows is counted per agent named or concurrent licensing. 

 

BMC Helix Service Management - Standard

BMC Helix Service Management - Advanced

BMC HelixGPT for Service Management1

Employee Navigator

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Insight Finder✅️✅️

HelixGPT Agents

Your choice of three Agents or Custom Agents
 

Incidents & Problem Management

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Service Level Management

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ITSM Knowledge Management

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Asset & Configuration Management

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Change Management

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Release Management

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Ticket clustering (Proactive Problem Management, Realtime Incident Correlation, and Major Incident Detection)

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ChatOps (swarming and collaboration) 2

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BMC Helix Digital Workplace - Digital Workplace Active Users service is entitled to 100 end-users per licensed quantity 

Digital Workplace Basic (limited self-service in BMC Helix ITSM Suite)

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Digital Workplace Catalog

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Digital Workplace Studio

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Live Chat

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Out-of-the-Box IT Content Pack (only deployed on Development environments) 2

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Case Management

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HR Service Management

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Workplace Service Management | Facilities Management

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Security Incident Response

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Innovation Studio

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AR System

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BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround - Enterprise

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Incident Brokering and DevOps Integrations (requires integration platforms, available separately) 

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AIOps & Observability promotion - SKU must be present on the finalized SaaS Order Form

BMC Helix AIOps and Observability - Standard (up to 2,000 resource units per contract)

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BMC Helix Common Services

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1 Customers are required to bring their own Compute/Large Language Model (LLM) for HelixGPT use cases, please visit Licensing and pricing for BMC HelixGPT. Your choice of Agents and Custom Agents can be changed once annually based on the Start Date of the contract.

2 Customer must submit a request to the BMC Change Team via Support Central > Case Management > Change Requests in order to enable the functionality

BMC Helix Digital Workplace entitlement

A purchase of a BMC Helix Service Management subscription entitles the customer to the following BMC Helix Digital Workplace Advanced Self-Registered licenses:

  • Purchase of the BMC Helix Service Management - Standard subscription entitles the customer to an additional 50 BMC Helix Digital Workplace Advanced Self-Registered users, regardless of the license capacity. 
  • Purchase of the BMC Helix Service Management - Advanced subscription entitles the customer to an additional 100 BMC Helix Digital Workplace Advanced Self-Registered users, regardless of the license capacity. 

IT Operations Management Promotion Note

The IT Operations Management promotion for the BMC Helix Service Management Advanced subscription package is only valid for the initial contract term. Upon renewal, the promotion is no longer valid and any BMC Helix AIOps Add-On for Servers service will require a purchase. 

Additional license terms

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

  • Customers may either purchase the BMC Helix Service Management or BMC Helix ITSM subscription, not both within the same subscription.
  • Each customer must have a minimum of three (3) named user licenses, including customers primarily purchasing the concurrent licensing option.
  • It is recommended that users with the Administrator permission have a fixed license assigned to avoid being locked out of the system.
  • 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.
  • 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.
  • BMC Helix Service Management Standard license entitlements are forfeited with the purchase of the Advanced subscription package.
  • Purchased licenses are only valid on one production environment.
  • Integrations into the system may not be used to circumvent user licensing.
  • Additional licensing terms under each BMC Helix service is applicable to the BMC Helix Service Management packages, unless otherwise stated under BMC Helix Service Management terms

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.

 

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