Service Management

Create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization.

Track and manage the entire lifecycle of assets. Includes procurement, enterprise configuration items (CIs), contracts, financial costs, and software licenses.

Plan, assess, schedule, coordinate, and evaluate work that results in changes to your technology environment.

Create, publish, review, and searching IT knowledge articles. Provide a knowledge base of easy-to-find solutions to service desk analysts and for users to self-solve.

Follow ITIL-compliant incident management and problem management processes in a single point of contact for user requests, user-submitted incidents, and infrastructure-generated incidents.

Leverage AI Service Management capabilities provided by NLP (Natural Language Processing) and AI clustering algorithms to deliver use cases, such as proactive problem management and real-time incident correlation.

Review, enforce, and report on the level of service provided to ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost.

Store and manage the configuration items (CIs) that represent your IT environment. Use Atrium Integrator to transfer data between an external datastore and CMDB.

Manage IT services in a hybrid, multi-provider environment. Address advanced service management challenges related to cloud services and enable DevOps teams to work seamlessly with multiple applications.

Intelligent, cloud-native service management solution for all lines of business. Empowers business leaders to manage, automate, and scale service delivery to drive peak efficiency.

A robust solution to all your HR services, including enterprise onboarding and offboarding.

A Service Management solution that modernizes network operations to drive automated intelligence and reduce risk. Aligned to ITIL® and eTOM (enhanced Telecom Operations Map developed by TM Forum) processes, it unifies IT and network operations through zero-touch converged operations.

Create, manage, and resolve security cases. Security case agents can work on security cases by following cybersecurity guidelines and completing set tasks that are available out-of-the-box in Runbooks. Security case agents can also gather evidence for security cases and view the evidence log for all security cases.

Next-generation end-to-end service management application suite focused on external customer service excellence – B2B, B2C, G2C.

Management of the end-to-end process from Idea or Requirement across demand management with implementation via Project. You can manage the Portfolio as a Product Manager and never lose the track of your requirement.

A comprehensive solution for all your workplace-related services.

Manage your catalog of services offered to your employees, customers, or business partners.

Deliver powerful search and intelligent results throughout the service experience. Real-time translation of knowledge articles, AI-powered search, an out-of-the-box article library, and omni-channel integration results in accurate and consistent knowledge across channels.

Enable your end users to request services and resolve their issues in a conversational interface.

Provides a self-service solution for users to resolve their issues by chatting to support agents.

Leverage generative artificial intelligence (AI) within BMC Helix to enhance operational capabilities in IT and across enterprise service management lines of business, such as HR. Use BMC HelixGPT for simplified, actionable insights and recommendations, quicker answers through search, intuitive virtual agents, and automated resolutions.

Create visually appealing and efficient pages suited for your lines of business, such as Facilities, Travel, Human Resources, Legal, and so on.

Environment that empowers developers and business users to co-create digital enterprise apps.

Enables unified reporting with a consolidated view of data from applications across your environment to easily create, export, and share interactive dashboards internally and externally.

Provides a launchpad for all your licensed BMC Helix services. Tenant administrators access common services to set up role-based access control.

Enables a single sign-on experience for end-users to authenticate only once in a multi-software environment. Provides audit records and configurable authentication methods.

Connects BMC products with hosted, on-premises, cloud, and legacy third-party applications.

Perform a fresh installation by deploying container images of BMC Helix Innovation Suite , BMC Helix ITSM, BMC Helix CMDB, BMC Helix Digital Workplace,  BMC Helix ITSM Insights, BMC Helix Multi-Cloud Broker, and other components.

Use BMC Helix Data Manager to migrate, archive, or consolidate data. Upgrade and migrate BMC products such as BMC Helix ITSM, BMC Helix Innovation Suite, Smart IT, BMC Digital Workplace Catalog by using the available migration packs.

Deploy both BMC Helix Service Management and BMC Helix IT Operations Management in your on-premises environment.