BMC Helix Orientation Checklist

Welcome to BMC Helix, let us get you started.

Follow these steps to familiarize yourself with the resources available to support your success.

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Notify BMC of your go-live date

You must submit a support case either immediately or within four weeks leading up to your targeted UAT or go-live date. BMC will scale your production resources accordingly to ensure optimal performance of your environment. Your go-live may be defined as when you are ready to begin UAT or roll-out Helix to your end users.

Kick off activation of your BMC Helix subscription

Once you have received the order confirmation email from order_management_admin@bmc.com, click Get Started and follow the instructions to initiate the activation of your subscription

When your BMC Helix environments are activated, your Technical Contact will receive an email with service URL details, login IDs, and passwords for each environment.

For more information, see Activation-activities.

Watch the YouTube video about how to activate your SaaS subscription

Important

New features, enhancements to existing capabilities, fixes and vulnerability patches are enabled by BMC Helix service updates. 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.

Register with Support Central

Create and manage support cases, add key contacts, and more by registering with Support Central. This centralized hub is designed to help you with all your support needs.

For information about how to register on Support Central, see Register on Support Central.
To register for access to BMC Support, Education, Communities and Partner Resources, go to Create a BMC Account.

Edit your Support Central profile

Customize your Support Central settings to match your preferences. This is where you can update your personal information, adjust notification preferences, choose your preferred BMC products, and handle support IDs.

To manage your profile, contact information, communication preferences, alerts, see View and edit your support profile.

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Add people to your Support Contact List

Add all the right people on your team to a list of key contacts. People added to the Contact List in Support Central will be notified about different activities based on contact type. Before anyone can be added as a key contact, they’ll first have to register with Support Central.

Watch the YouTube video to learn how to access and use Support Central

Important

Please update your support contact list as soon as possible.

Once your BMC Helix environments are activated, the Technical Contact which may include your PSR and authorized partners will receive an email with service URL details, login IDs, and passwords for each environment.

Respective members for each contact type category would need to be associated to perform tasks such as approving changes to your SaaS environments, receiving notifications about outages, security threats and more.

If you face any issues registering to support central, contact customer_care@bmc.com.

For more information, see Customer contact lists.

Review BMC documentation

Stay up to date and find relevant information about various products and services on the BMC Documentation site. On the BMC Documentation site, you can find a knowledge base, videos, updates, and technical requirements for your services.

To take a tour of the BMC documentation site, click here.
“Service Update” refers to releases of a new version or patch as part of your BMC Helix subscription services. New features, enhancements to existing capabilities, fixes and vulnerability patches are enabled by BMC Helix service updates. To learn more, see Service update policy.

Where to go from here

Migration process for on-premises to BMC Helix Innovation Suite Cloud	This topic helps understand how to migrate BMC Helix ITSM from an existing on-premises system to a BMC Helix Innovation Suite Cloud (BMC Helix ITSM SaaS) system.
BMC Support Central User Guide	BMC Support Central is designed to make it as easy as possible to get help with your BMC products. The BMC Support Central User Guide introduces you the Support Central interface, walks you through the different resources available, and provides detailed step-by-step instructions for completing common support tasks.
BMC Community	BMC Community is the place to find answers, connect with peers, and learn from experts. Watch the YouTube video for an overview of the BMC Community
BMC Support Central	BMC Support Central lets you search for answers, manage your cases, get downloads, and more.
Support Knowledge Base	The BMC Knowledge Base is a comprehensive collection of solutions and answers about BMC products. This is a great place to start trying to diagnose a problem or answer a question.
BMCDocs YouTube channel	Videos in this channel will help you implement and use BMC Software products, suites, and solutions. These videos often also appear in our documentation on docs.bmc.com.
Connect With BMC Helix webinars	Follow this page to learn of new Connect with BMC Helix webinars. In addition, you can view previous webinars.
BMC Helix Upgrade policy	BMC Helix services are kept up to date with the latest enhancements, fixes, and features as each service reaches production readiness. To learn more, see BMC-Helix-Upgrade-policy.