This documentation supports the 25.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see the License types and features topic. To view an earlier version, select the version from the Product version menu.
Leveraging popular service examples to optimize service configurations and enhance user experience
Use the examples of popular services to understand the standard formats for configuring services and developing service descriptions and elements, such as tags for service searchability, SLAs and response times, and fulfillment processes. These examples help you to structure service descriptions effectively and improve the overall user experience.
Perform the following steps to create or update the service:
Manual method
- Create a catalog service.
- Collect required service details from the user to create the request.
- Send the request for approval.
- After approval, create a work order for fulfillment.
- (Optional) Create any additional service actions to be performed after the service is completed.
Predefined questionnaire method
- Download and open the spreadsheet.
- Identify the Service Name.
- To see questionnaires for multiple services of a category, use filters on the Categories column.
- To get the questionnaire for a specific service, search (Ctrl + F) to find the service quickly.
Check for the Questionnaire column.
Some are open-ended questions, allowing you to answer in your own words. A few questions consist of a fixed set of predefined answer options (e.g., ['Low', 'Medium', 'High']; ['Prod', 'QA', 'Dev']; ['Emergency Access', 'Temporary Privileged Access'). This improves the overall user experience.
Access Management
This category encompasses service requests related to secure digital identity and access data, resources, or systems in an organization. This ensures only authenticated and authorized users, employees, visitors, and contractors to access specific systems, data, or resources. It plays a central role in protecting sensitive information, maintaining compliance, and enabling secure operations across organizations.
| Service Names | Purpose / Description | Questionnaires | Fulfilment | Approvers |
General Access Request | Request permanent or temporary permissions to access the environments, management systems, data centers, applications, services, databases, specific tasks, or projects | Download Predefined Questionnaires | Work Order | Level 1: Admin |
|---|---|---|---|---|
Request admin or elevated access to Helix ITSM and its modules | Request permissions required for different Helix ITSM modules like incidents, change request, Tech Assist platform, problem management, Helix Smart Reporting tools and elevated access to perform critical tasks or resolve business needs. | Download Predefined Questionnaires
| Work Order | Level 1: Manager |
Request emergency privileged access | Gain temporary or emergency privileged access to critical systems or applications when standard access methods are unavailable. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Security Admin |
Request Data Center Site Access | Gain secure access to a data center site for business-critical activities | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Datacenter Manager |
Temporary Data Center Access | Request a temporary access to securely enter the data center for approved business needs. | Download Predefined Questionnaires | Work Order | Level 1: Security Team Approval |
Request elevated access | Request temporary or permanent elevated access to systems, platforms, data center portals, work orders, or applications. | Download Predefined Questionnaires | Work Order | Level 1: Line Manager Level 2: Data Owner / App Owner/ Support Group/ Security Team |
Manage support group access | Request access to or revoke access from IT support groups within the Helix ITSM system. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group |
Manage visitor access and maintenance | Manage access for inducted visitors, ensuring compliance with security protocols and operational needs. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group Level 3: Senior manager/Director |
Access provisioning status check | Verify the status of access provisioning, approvals, or task completion for users, groups, or systems. This service helps ensure accurate access management and compliance by allowing you to check, add, remove, or modify access as needed. | Download Predefined Questionnaires | Work Order | NA |
Request folder or file permissions | Gain access to specific folders or files on the company's Windows file system or servers based on your role or team requirements. | Download Predefined Questionnaires | Work Order | Level 1: Info Sec |
Manage Application Access | Request to add or remove access to specific applications like Axiom based on your business needs. | Download Predefined Questionnaires | Work Order | Level 1: Application admin |
Request whitelist Applications | Request to whitelist specific applications on MVA/MVD servers to ensure secure and compliant access for your team. | Download Predefined Questionnaires | Work Order | Level 1: IT Security Team |
Request web browsing exemption | Request an exemption to access specific websites or applications that are restricted by company proxy settings. | Download Predefined Questionnaires | Work Order | Level 1: Network Manager |
Office 365 Access Review | Get secure and compliant access to Office 365 Groups by reviewing user permissions. | Download Predefined Questionnaires | Work Order | Level 1: Application Owner Approval |
Request Bulk Removal for Office 365 Access | Remove Office 365 access for multiple users within a specific business group or division. | Download Predefined Questionnaires | Work Order | Level 1: Application Owner Approval |
Request Virtual Desktop Access | Request access to a secure virtual desktop environment for employees, ensuring seamless remote work capabilities. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group Level 3: Sr manager/Director |
Request Unix Account or Group Details | Retrieve essential information about your Unix account, including your username, default shell, home directory, and group memberships. | Download Predefined Questionnaires | Work Order | Level 1: Group Owner |
Access FAS User Account | Retrieve or manage your FAS user account information, ensuring seamless access to systems and resources required for your role | Download Predefined Questionnaires | ||
Request NIS NetGroups Access | Retrieve all NIS NetGroups for efficient user and system management. Ideal for administrators managing access permissions or system configurations, it ensures accurate and streamlined group data retrieval and optimizes resource allocation within your Unix environment. | Download Predefined Questionnaires | Work Order | Level 1: Group Owner |
Access and view Active Directory group Details | Access the list of members in an Active Directory group for permissions or communication management and retrieve details about AD groups, including their type, description, member list, and ownership. | Download Predefined Questionnaires | Work Order | Level 1: InfoSec |
Access User Entitlements Data | Retrieve detailed information about a user's entitlements within the system to support audits, role reviews, or access management. | Download Predefined Questionnaires | Work Order | NA |
Request general Ledger codes | Obtain general Ledger codes for accurate financial tracking and reporting to streamline expense categorization. | Download Predefined Questionnaires | Work Order | NA |
Request report export access | Gain the ability to export reports (Salesforce) that provides data insights for operational tasks, client reporting, or strategic planning, and supports your business analysis and decision-making needs. | Download Predefined Questionnaires | Level 1: Line Manager Level 2: Data Owner / App Owner(optional) | |
Manage Conference Bridge Access
| Enable or disable Conference Bridge IDs and passcodes for secure and efficient team collaboration. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Application Owner Approval |
Request dataset access | Request access to export datasets from the system (like ProWatch) to support data analysis or reporting needs. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Data Owner |
Enable Mobility Platform Access | Activate mobility platform access on your device, enabling seamless connectivity and productivity for work-related tasks. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval |
Manage SourceOne access | Request to add or remove access to the SourceOne E-Discovery client, enabling secure and efficient management of legal or compliance-related data. | Download Predefined Questionnaires | Work Order | NA |
Access Control & CCTV Support | Request access to secure areas, report issues with access systems, or obtain CCTV footage to support safety and operational needs. | Download Predefined Questionnaires | Work Order | Level 1: Facilities/physical security team |
Access SourceOne Reporting | Gain access to SourceOne SQL Server Reporting Services to efficiently analyze and generate reports from archived data. | Download Predefined Questionnaires | ||
Request AT&T Business Center Access | Request access to the AT&T Business Center to manage telecom services and billing efficiently. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Application Owner Approval |
Retrieve Computer Details | This service allows you to access detailed information about a specific computer in the Active Directory environment, including its operating system, last logon timestamp, IP address, group memberships, and more. | Download Predefined Questionnaires | Work Order | Level 1 - InfoSec |
Access Virtual Desktop Records | Retrieve user virtual desktop information to support operational or troubleshooting needs. | Download Predefined Questionnaires | Work Order | NA |
Request web browsing exemption | Request an exemption to access specific websites or applications that are restricted by company proxy settings. | Download Predefined Questionnaires | Work Order | Level 1: Network Manager |
Identity & User Management
The category covers the creation, modification, validation, and management of user identities and accounts across IT systems (e.g., Active Directory, Unix, FAS). Includes user profile updates, group memberships, and identity verification, and also database account setup and storage management (SAN/NAS).
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Manage Microsoft Teams accounts | Create, update, or manage Microsoft Teams to support collaboration within your department or project. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval |
|---|---|---|---|---|
Create a UNIX Account | Set up a personalized Unix account to access designated servers and environments for your work needs. This service ensures secure and tailored access, including group assignments, shell preferences, and optional sudo privileges, based on your role and business justification. | Download Predefined Questionnaires | Change Request | Level 1: Line Manager Level 2: Unix Admin Team |
Modify a UNIX Account | Modify group memberships, default shell preferences, and home directory configurations of your UNIX account | Download Predefined Questionnaires | Work Order | Level 1: Group Owner |
Validate Unix User Existence | Confirm whether a specific UNIX user account exists in the LDAP directory. Verifies access permissions, troubleshooting account issues, or ensures compliance with user management policies. By validating user existence, you can streamline administrative tasks and maintain accurate system records. | Download Predefined Questionnaires | Work Order | Level 1: Group Owner |
View Exchange Group Membership | Retrieve detailed information about exchange group memberships associated with a specific email address or login ID. Identify membership in distribution lists, mail-enabled security groups, or Office 365 groups | Download Predefined Questionnaires | Work order | Level 1: InfoSec |
Database Account Setup | Request a database account to enable secure access for discovery or monitoring purposes. | Download Predefined Questionnaires | Work order | Level 1: Manager Approval Level 2: Database Platform Owner |
Find Default Approver for Requests | Identify the default approver for a user or cost center, ensuring your requests are routed correctly for approval. | Download Predefined Questionnaires | Work order | NA |
Manage an AD group | Request creation of a new Active Directory group, modify, or remove an AD group for collaboration or access management needs. | Download Predefined Questionnaires | Work order | Level 1: Manager Level 2: Info Sec |
Manage AD group membership and properties | Add, remove, rename users or groups, change group ownership, modify permissions, group attributes, or other settings. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Info Sec |
Add or remove AD group to another | Add one Active Directory group to another for streamlined access management and permissions. Request removal of an AD group from a parent group to ensure proper access management. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner |
Manage user in AD | Add or remove a user, and access key user attributes such as name, email, login ID, account status, group memberships to or from a specific Active Directory group for role-based access. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner Level 2 : Info Sec |
Validate AD user and AD group | Verify user accounts in AD and group existence in AD to ensure accurate access management, system integrity, and secured communication within your team or project. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner |
Add or remove machine to an AD group | Add or remove a specific machine to an AD group to maintain accurate group memberships and access control. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner Level 2 : Info Sec |
Retrieve User Name from Identifier | Retrieve a user's Active Directory name based on various identifier types, such as login ID, UPN, or distinguished name. | Download Predefined Questionnaires | Change Request | Level 1: InfoSec |
Convert AD identifiers to Name | Convert complex Active Directory identifiers (CN/DN) into user-friendly formats like login IDs, display names, or email addresses. | Download Predefined Questionnaires | Work Order | Level 1: InfoSec |
Asset Management
Encompasses the lifecycle management of IT and physical assets, including creation, modification, disposal, registration, and decommissioning of devices, servers, and other hardware.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Create or update IT assets | Enables to create or modify IT asset records to ensure accurate tracking and management of company resources. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group |
Request asset disposal | Safely dispose of or decommission IT assets that are no longer needed due to obsolescence, damage, project closure, or other reasons. | Download Predefined Questionnaires | Work Order | Level 1: Datacenter Manager |
Update data center asset model | Request updates to the model details of data center assets to ensure accurate tracking and compliance. | Download Predefined Questionnaires | Work Order | Level 1: Manager |
Register a device with an application | Register the device with an application (example, VMWare Workspace One) to securely access company resources and applications. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval |
Decommission an MVD device | Safely retire an MVD device that is no longer needed for business operations, ensuring proper handling of backups, user assignments, and decommissioning schedules to maintain compliance and data security. | Download Predefined Questionnaires | Change Request | Level 1: Line Manager Level 2: VDI Operations Team |
Add or remove assets from SCCM collection | Add servers to a specific SCCM collection or remove specific assets like decommissioned, reassigned, or require correction due to errors from an SCCM collection to ensure accurate grouping and management. | Download Predefined Questionnaires | Change Request | Level 1: Server Owner Level 2: SCCM admin team |
Submit asset investment request | Propose IT asset investments by providing the asset type, name, and investment ID. These details are required for proper tracking and evaluation of your request. | Download Predefined Questionnaires | Work Order | NA |
Exclude asset from monthly patches | Request an exemption for specific assets from the monthly patching process to address unique business needs or technical constraints. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Info Sec |
Data & File Management
Services related to the storage, retrieval, sharing, and organization of files and data. Includes shared folders, file permissions, archiving, quotas, and data retrieval from archives or virtual desktops.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers | |
Set Folder Quota | Manage storage limits for specific folders on Windows file systems, ensuring efficient use of resources and preventing overuse. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner | |
Validate folder availability | Ensure the existence of a specific folder within Windows File Services to support your file management needs. | Download Predefined Questionnaires | Work Order | NA | |
Manage archive requests | Add, modify, or remove archives to ensure proper data management and compliance | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Data Owner Approval | |
Request archived Information | Access historical data or documents stored in the archive system to support your business needs. | Download Predefined Questionnaires | NA | ||
Request information about archive services | Access detailed information about archive services to support your data management needs. | Download Predefined Questionnaires | Work Order | NA | |
Report indexing error | Request to report indexing errors in the archive system like SourceOne to ensure accurate and reliable data retrieval. | Download Predefined Questionnaires | - | ||
Manage Directory Audit Log Attributes | Hide or unhide specific attributes in the Active Directory Audit Log to align with your operational or compliance needs. Ideal for managing sensitive data visibility or troubleshooting, | Download Predefined Questionnaires | Change Request | Level 1 - InfoSec | |
Request for backup information | Request detailed information about backup options to make informed decisions for your data storage needs. | Download Predefined Questionnaires | Work Order | NA | |
Update product category mapping | Modify the default mapping between product categories and investment IDs in the system. Use it to ensure accurate alignment of product data for reporting and operational purposes. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group | |
Foundation data management | Manage and update foundational data critical to IT operations, including departments, locations, support groups, personnel, product categories, operational categories, and assignments. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group Level 3: Sr manager/Director | |
Request drive usage exemption | Request an exemption for using specific types of drives, such as internal SSDs, non-encrypted drives, external USB drives, or local hard drives. Select between temporary or permanent exemptions based on the business needs, providing details like start and end dates for temporary requests. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manager/Director | |
Manual data or document classification request | Request for manual classification of sensitive data or complex information, or documents that automated systems cannot accurately classify. | Download Predefined Questionnaires | Work Order | Level 1: Manager | |
Manage data rooms | Create data rooms and manage related enquiries like general questions, access problems, file uploads/downloads, or permissions issues to ensure seamless access and functionality. | Download Predefined Questionnaires | Work Order | NA | |
Add Data to WORM archive
| Securely store critical business data in a Write Once Read Many (WORM) archives to ensure compliance and long-term retention. | Download Predefined Questionnaires |
| Level 1: Manager Approval Level 2: Application Owner Approval | |
Manage Data Center Site Info | Use this to keep the data center site information accurate and up to date to ensure seamless operations and communication. | Download Predefined Questionnaires | Work Order | Level 1: Datacenter Manager |
Collaboration & Communication Tools
Facilitates teamwork and communication through tools like email, chat, conferencing, collaboration sites, and groupware (e.g., Teams, Office 365, SharePoint, IM platforms).
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Manage Conference Bridge Access | Allows you to enable or disable Conference Bridge IDs and passcodes for secure and efficient team collaboration. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Application Owner Approval |
Secure Collaboration Site Request | Request access to or create a secure collaboration site to facilitate safe sharing of sensitive business information. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval |
Refinitiv IM Account Management | Manage your access to Refinitiv Instant Messaging for secure and efficient business communication. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Compliance Admin/ MOM |
Request Data Center Email Template | Create, modify, or delete email templates for data center communications to ensure clear and consistent messaging. | Download Predefined Questionnaires | Work Order | Level 1: Datacenter Manage |
Send Email Notification via DCM | Enables to send important email notifications related to outages, maintenance, project updates, or general communications to designated recipients. | Download Predefined Questionnaires | Work Order | Level 1: Data Center Manager |
Manage Email Distribution Lists | Allows to create, modify, or delete email distribution lists to streamline communication within your team or organization. | Download Predefined Questionnaires | Work Order | Level 1: IT Email Service Team |
Add Domain to Email System | Request to add a new domain to the company email system to support business communication needs. | Download Predefined Questionnaires | Work Order | Level 1: Email Infrastructure Team |
Email Delivery Investigation | Request an investigation into email delivery issues to ensure your messages reach their intended recipients. | Download Predefined Questionnaires | Work Order | NA |
Request or Manage Web Services | Enables to create, modify, integrate, troubleshoot, or retire web services tailored to your business needs. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group |
Search Mailboxes for Emails | Locate specific emails within designated mailboxes to support business needs such as compliance, audits, or information retrieval. | Download Predefined Questionnaires | Change Request | Level 1: Line Manager Level 2: Info Sec/Compliance Team |
Update Group Properties | Provision to update group settings to ensure they align with your team's evolving needs. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner |
Manage Microsoft Teams Access | Allows the users to create, update, or manage Microsoft Teams to support collaboration within your department or project. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval |
Create an Office 365 Group | Use this tool to create an Office 365 Group that streamlines team collaboration and communication. Define the group name, email address, privacy settings, and classification to ensure alignment with your project requirements. | Download Predefined Questionnaires | Work Order | Level 1: Application Owner Approval |
Manage Office 365 Groups | Use this to efficiently manage Office 365 Groups to support collaboration and communication within the team. | Download Predefined Questionnaires | Work Order | Level 1: Application Owner Approval |
Manage Resource Calendars | Use this to create, modify, or remove shared resource calendars to streamline scheduling and collaboration for the team or department. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: InfoSec |
Request Mobile Jabber Access | Enable seamless communication on the go with a Cisco Jabber account for a mobile device. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval |
Set Out of Office message | Allows the user to schedule and customize an out-of-office email message, ensuring clear communication while away. | Download Predefined Questionnaires | Work Order | Level 1: HR Manager |
Create a Shared Folder | Allows the user to create a secure shared folder on the company's Windows file system for collaboration and data storage. | Download Predefined Questionnaires | Work Order | Level 1: Group Owner |
Compliance, Legal & Security
Ensures adherence to legal, regulatory, and internal security requirements. Includes policy acknowledgments, legal holds, compliance audits, security exemptions, and management of sensitive or regulated data.
Focuses on the secure handling, classification, archiving, and disposal of sensitive data and media, ensuring privacy and regulatory compliance.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Acknowledge acceptable use policy | Confirm the understanding and agreement with the company's Acceptable Use Policy to ensure compliance with IT and security standards. | Download Predefined Questionnaires | Work Order | NA |
Add URL to trusted sites | Ensure secure and seamless access to important websites by adding URLs to the company's trusted site list. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: IT Security Team |
Reset application password | Easily reset the application password to regain access to essential tools and systems. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Application Owner Approval |
Associate Gatekeeper to Configuration Item (CI) | Link a Gatekeeper to a Configuration Item (CI) to ensure proper oversight and compliance. This enhances operational control, streamlines decision-making, and supports business continuity within the department or unit. | Download Predefined Questionnaires | Work Order | NA |
Bulk upload CI unavailability | Easily manage and update Configuration Item (CI) unavailability records in bulk to ensure accurate IT service tracking. | Download Predefined Questionnaires | Work Order | NA |
Enterprise Vault Compliance support | Access expert assistance for managing and updating Enterprise Vault compliance settings to ensure adherence to organizational and regulatory requirements. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Compliance/Legal - Optional |
Request contract extension | Extend an existing contract to ensure uninterrupted business operations or compliance with ongoing agreements. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Procurement/Legal Approval |
Request exemption from Exploit Guard Policy | Request an exemption from Exploit Guard policies to ensure critical applications or processes can function without disruption. | Download Predefined Questionnaires | - | - |
eDiscovery assistance request | Request support or guidance from the eDiscovery Response Team (EDRT) to address legal, compliance, or investigative needs. | Download Predefined Questionnaires | Work Order | Level 1: IT Compliance |
Email attachment whitelisting request | Request an exemption to allow specific email attachments that are otherwise blocked for security reasons. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Info Sec |
Request encryption bypass | Request an exemption from encryption requirements for specific systems, devices, or applications based on business needs. It is designed for situations where encryption may hinder operational functionality or compliance with unique requirements. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Info Sec |
Submit FMG QRM request or issue | Report or inquire about policy, risk assessment, or other FMG QRM-related matters. | Download Predefined Questionnaires | Work Order | Level 1: Process Owner |
Java Whitelisting Rule management | Request to create, update, or troubleshoot Java Deployment Rule Sets to ensure secure and compliant access to Java applications. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group |
Request database log activity | Access database log activity to support compliance audits, investigate unusual behavior, or fulfill specific business needs. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Info Sec |
Request McAfee ePolicy Orchestrator | Request specific McAfee ePolicy Orchestrator actions to enhance system security and compliance. | Download Predefined Questionnaires | Work Order | Level 1 : Application Owner Approval |
Request Server VirusScan Exemption | Request an exemption from VirusScan policies for specific servers to ensure uninterrupted operations. (removed Mcfee) | Download Predefined Questionnaires | Work Order | Level 1 : Application Owner Approval |
Hide distribution list in GAL | Allows to hide a distribution list from the Global Address List (GAL) to maintain privacy or limit visibility within the organization. | Download Predefined Questionnaires | Work Order | Level 1: DL Owner Level 2 : Info Sec |
Remove Java site exceptions | Allows to delete outdated or unnecessary Java site exceptions from your Windows file settings, ensuring compliance with security policies and reducing potential vulnerabilities. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner |
Acknowledge mobility device use | Confirm your understanding of the policies and responsibilities associated with using a company-provided mobile device. | Download Predefined Questionnaires | Work Order | NA |
Retrieve network account password | Use this to recover access to the network account by retrieving or resetting the password securely. | Download Predefined Questionnaires | Level 1: Network Manager | |
Post-Trade Processing Support | Ensure accurate and compliant handling of post-trade activities for company markets. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group |
McAfee ePolicy Orchestrator Request (TBD) | Request specific McAfee ePolicy Orchestrator actions to enhance system security and compliance. | Download Predefined Questionnaires | Work Order | Level 1: Application Owner Approval |
Legal Hold for Data Preservation | Initiate a legal hold to preserve electronic data for compliance, litigation, or investigation purposes. It ensures critical information such as emails, files, and collaboration tool data is securely retained and protected from deletion or modification. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manger/Director: |
Manage Archive Requests | Allows to add, modify, or remove archives to ensure proper data management and compliance. | Download Predefined Questionnaires | Work Order | Level 1: Manager Approval Level 2: Data Owner Approval |
Blacklist Server Access | Use this to block unauthorized or risky server access to protect business systems and data. | Download Predefined Questionnaires | Work Order | Level 1 - Manager Level 2 - IT Security Team |
Exploit guard policy exemption request | Request an exemption from Exploit Guard policies to ensure critical applications or processes can function without disruption. | Download Predefined Questionnaires | ||
Firewall policy change request | Request changes to firewall policies for domain controllers to enhance security and compliance. | Download Predefined Questionnaires | Work Order | Level 1- Manager Level 2- InfoSec |
Firewall rule configuration | Allows the user to request the addition, modification, or deletion of firewall rules to ensure secure and efficient network access for your applications and systems. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Web URL block/unblock request | Allows the user to request the blocking or unblocking of web URLs that are misclassified or require access restrictions. | Download Predefined Questionnaires | Work Order | Level 1: Network Manager |
IT Operations & Support
General IT support and operational services, such as incident reporting, technical assistance, system troubleshooting, and ITSM platform support.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Technical Service Operations Requests | Request tailored technical support for server provisioning, middleware setup, database access, job scheduling, deployments, or system updates. | Download Predefined Questionnaires | Work Order | Level 1 :Manager Level 2: Support Group |
Report IT System Time Issues | Document, report, and resolve time-related issues within IT systems, ensuring smooth and accurate operations. | Download Predefined Questionnaires | Work Order | |
| Report Hardware Issues | Quickly report and resolve hardware issues affecting your company-provided devices | Download Predefined Questionnaires | Work Order | |
Request Remote Hands Support | Request onsite technical assistance for data center tasks such as equipment cycling, and cabling. Ideal for situations where physical access or specialized expertise is required, | Download Predefined Questionnaires | Work Order | Level 1 - DataCenter Manager |
Request Port Reset | reset a network port to resolve connectivity issues or refresh device access. Ideal for troubleshooting network problems or updating device configurations | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Manage IT Support Groups | Establish new groups, update existing ones, or retire outdated IT support groups within the Helix ITSM system to ensure proper alignment of roles and responsibilities. | Download Predefined Questionnaires | Level 1 :Manager Level 2: Support Group |
Infrastructure & Network Management
Covers the setup, configuration, maintenance, and optimization of IT infrastructure and networks, including data centers, cabling, network devices, DNS, firewalls, and connectivity.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Network Information Request | Request detailed information about network configurations, firewall settings, or application connectivity to get accurate insights, streamline communication with IT teams, and enhance network security and performance. | Download Predefined Questionnaires | Work Order | NA |
Retrieve Network Account Password | Use this to recover access to the network account by retrieving or resetting the password securely. | Download Predefined Questionnaires | Work Order | Level 1: Network Manager |
Request Data Center Cabling | Ensure reliable connectivity and organization within the data center to enhance system performance, reduce downtime, and support critical business functions. | Download Predefined Questionnaires | Work Order | Level 1- DataCenter Manager |
Data Center Delivery Request | Facilitate the secure delivery or dispatch of goods to and from data centers. This service ensures proper handling, scheduling, and tracking of items, whether for project needs, vendor pickups, or general operations. | Download Predefined Questionnaires | Work Order | Level 1 - DataCenter Manager |
Custom Data Center Service Request | Request for non-standard data center services to address unique business needs. | Download Predefined Questionnaires | Work Order | Level 1 - Manager |
Manage Data Center Site Information | Keep your data center site information accurate and up-to-date to ensure seamless operations and communication. This service allows you to add new sites, update existing details, or remove outdated entries, ensuring all site-related data is properly maintained. | Download Predefined Questionnaires | Work Order | Level 1 - DataCenter Manager |
DCM Workflow Management Request | Request support for managing workflows in the Data Center Management system | Download Predefined Questionnaires | Level 1 - DataCenter Manager | |
Manage NAS/SAN Storage Requests | Add, modify, or delete SAN storage resources to support your business applications. | Download Predefined Questionnaires | Work Order | Level 1: Server Owner Level 2: SCCM admin team |
Manage DNS and Domain Requests | Create, modify, remove or transfer domain names and DNS records to support your web, email, or other business needs, helping maintain seamless connectivity and brand integrity. | Download Predefined Questionnaires | Work Order | |
Network Load Balancer Setup | Configure and manage virtual servers and Wide IPs for optimized application traffic distribution across your network. It supports SSL offloading, load balancing methods, and health monitoring. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Network Switch Configuration | Configure network switches and updates device connections, port settings, or VLAN configurations, | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Request a Virtual Network Setup | Configure a secure and scalable virtual network and support efficient resource allocation and seamless integration with your IT infrastructure. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Update Network PAC File | Request amendments to the network PAC file and necessitate network configuration changes to ensure proper routing and access for specific regions or use cases. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Report PAC File Network Issue | Report and resolve network access issues related to PAC files, ensuring uninterrupted connectivity, minimize downtime, and maintain productivity. | Download Predefined Questionnaires | Incident | Level 1: Network Manager |
Request Proxy Bypass Support | Resolve network access issues by bypassing proxy restrictions for approved business needs. Use this service if you are unable to access specific websites or applications critical to your work. | Download Predefined Questionnaires | Work Order | Level 1: Network Manager |
Firewall Rule Configuration | Enable communication between specific environments, update existing configurations, or remove outdated rules, to ensure secure and efficient network access for your applications and systems. | Download Predefined Questionnaires | Work Order | Level 1: Network Manager |
Modify Firewall Rule Reversal Date | Request a change to the scheduled reversal date of firewall rules to better align with your operational needs. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Report Firewall Connectivity Issue | Resolve network access issues caused by firewall disruptions and report problems affecting applications, users, or specific connections, ensuring swift troubleshooting and restoration of secure connectivity. | Download Predefined Questionnaires | Incident | Level 1: Network Manager |
Network Optimization Request | Optimize network performance for scenarios requiring enhanced data flow, secure port configurations, or application-specific adjustments. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Infrastructure Restoration Request | Request assistance to restore critical IT infrastructure components such as servers, networks, storage, or applications to ensure business continuity. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manager/Director |
Server Decommission Network Configuration | Allows proper network configuration during the decommissioning of a server, safeguarding data integrity and compliance. | Download Predefined Questionnaires | Change Request | Level 1: Network Manager |
Human Resource and Employee Management
Services for managing employee records, job titles, organizational structure, onboarding/offboarding, work arrangements, and HR-related requests.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Access staff records | Request access to electronic staff records for viewing, exporting, or reporting issues. It ensures secure and compliant access based on your business needs, role, and justification. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: HR/Legal Compliance |
Alternate work arrangement | Request an alternate work arrangement to better align work schedule or location with personal or professional needs. | Download Predefined Questionnaires | ||
Update employee designation | Update employee designation, effective from the specified date, and supports compliance with organizational policies. | Download Predefined Questionnaires | Work Order | Level1: Senior Manager Level 2: Director |
Job category transition request | Update title, designation, and department across relevant systems, including HR platforms and access management tools, to reflect changes such as promotions, lateral moves, or organizational restructuring. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manager/Director |
Visitor induction service | Define access levels, coordinate departmental involvement, and address any special needs or risks. Ensure a smooth and secure onboarding experience for company visitors by managing their access and requirements. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manager/Director: |
Access Job Family information | Retrieve job family details associated with your Employee ID or User ID, helping you understand your role classification and organizational structure. Use this service to request job codes or functional titles alongside job family information for reporting, career planning, or compliance purposes. | Download Predefined Questionnaires | Work Order | NA |
Access reporting line information | Retrieve reporting line details helping you understand organizational hierarchies and reporting structures. It ensures accurate and up-to-date information for decision-making and compliance purposes. | Download Predefined Questionnaires | Work Order | NA |
Retrieve or update the functional title | Access or update employees functional title to reflect changes such as promotions, role adjustments, or corrections. | Download Predefined Questionnaires | Change Request | Level 1: Line Manager Level 2: HR Manager |
Project & Workflow Management
Enables project support, workflow automation, approval mapping, queue management, and task tracking (including Jira and other project management tools).
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Adhoc project support | Request assistance for unique or one-time projects that fall outside standard workflows. | Download Predefined Questionnaires | - | - |
Queue Management Request | Manage data center operations efficiently by creating or modifying job queues. | Download Predefined Questionnaires | Work Order | Level 1 - DataCenter Manager |
VPN lockdown exemption request | Request an exemption for your Windows 10 device from VPN lockdown to enable specific business-critical activities that require unrestricted network access. | Download Predefined Questionnaires | Work Order | Level 1- Manager Level 2- InfoSec |
Approval mapping for change records | Define and configure approval workflows for change records in Helix ITSM to ensure that appropriate individuals or groups review and authorize changes based on roles, impacted areas, and business criteria. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manager/Director |
Manage assignment configuration mapping | Create or modify assignment configuration mappings in Helix ITSM to ensure accurate routing of tasks and incidents. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Support Group |
Request ITSM functionality enhancement | Enhance the functionality of the Helix ITSM system to better align with your business needs. | Download Predefined Questionnaires | Work Order | Level 1: Manager Level 2: Senior Manger/Director: |
Request Helix ITSM module | Request specific modules within the Helix ITSM platform, such as Incident, Problem, Change, Work Order, Service Request, Release, Activity, or Asset, tailored to your operational needs. | Download Predefined Questionnaires | ||
Report non-prod ITSM issue | Report and resolve issues encountered in the non-production environment of the Helix ITSM system. | Download Predefined Questionnaires | Work Order | - |
Report patch release issues | Report and resolve issues encountered after a patch release, such as system performance degradation, application failures, or compatibility problems. | Download Predefined Questionnaires | Work Order | - |
Report Helix module issues | Report and track issues related to Helix modules across various environments, including Development, QA, and Production. | Download Predefined Questionnaires | Work Order | - |
Create a Jira ticket or check ticket the status | Create a Jira request ticket to track and manage tasks, bugs, or project stories effectively. | Download Predefined Questionnaires | Work Order | NA |
Add servers to SCCM collection | Request this service to ensure your servers are properly grouped for efficient IT operations and compliance. | Download Predefined Questionnaires | Change Request | Level 1: Server Owner Level 2: SCCM admin team |
Validate Unix user existence | Confirm whether a specific Unix user account exists in the LDAP directory. By validating user existence, you can streamline administrative tasks and maintain accurate system records. | Download Predefined Questionnaires | Work Order | Level 1: Info Sec |
Add Java site exceptions | This service enables to add specific Java site exceptions to ensure seamless access to business-critical applications that require Java. | Download Predefined Questionnaires | Change Request | Level 1: Group Owner |
DCM workflow management request | Request support for managing workflows in the Data Center Management system to streamline operations and ensure efficient task execution. | Download Predefined Questionnaires | - | Level 1 - DataCenter Manager |
Custom & Miscellaneous Services
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Associate Gatekeeper to Configuration Item (CI) | Link a Gatekeeper to a Configuration Item (CI) to ensure proper oversight and compliance. | Download Predefined Questionnaires | Work Order | |
Data center delivery request | Facilitate the secure delivery or dispatch of goods to and from data centers. | Download Predefined Questionnaires | Work Order | Level 1 - Datacenter Manager |
Custom data center service request | Submit a tailored request for non-standard data center services to address unique business needs. This service enables you to specify detailed requirements, timelines, and special instructions, ensuring your request is handled efficiently and aligned with your objectives. | Download Predefined Questionnaires | Work Order | Level 1 - Manager |
Post-Trade processing support | Ensure accurate and compliant handling of post-trade activities for company markets. | Download Predefined Questionnaires | Work Order | Level 1 :Manager Level 2: Support Group |
Customize meeting room setup | Tailor a meeting room to suit any specific needs for events, projects, or daily operations. | Download Predefined Questionnaires | Work Order | Level 1: Facilities team |
JBHeader service | Access the JBHeader Service to streamline your workflow and enhance document management. | Download Predefined Questionnaires | ||
Manage Enterprise/Compatibility URLs | Use this to add or remove URLs in Enterprise Mode or Compatibility View to ensure optimal functionality and compatibility for business-critical applications. | Download Predefined Questionnaires | Work Order | Level 1: IT Security Team |
Procurement & Facility Services
Handles requests for procurement of devices, mobile connections, facility customization, and related approvals for physical or digital resources.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Order a Mobile Connection | Request a mobile connection tailored to your business needs, including plan selection, cost details, and delivery preferences. | Download Predefined Questionnaires | Work Order | Level 1 - Manager |
Order a mobile phone or a tablet | Request a specific mobile phone or a tablet to support your work needs with seamless communication and productivity tools. | Download Predefined Questionnaires | Work Order | Level 1 - Manager |
Customize Meeting Room Setup | Tailor a meeting room to suit your specific needs such as furniture adjustments, layout modifications, AV equipment installation, branding, or lighting updates for events, projects, or daily operations. | Download Predefined Questionnaires | Work Order | Level 1 - Facilities team |
Change & Issue Management
Manages changes to IT systems, tracks issues, and supports the resolution of incidents, including patch management, module issues, and change requests.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Report Patch Release Issues | Download Predefined Questionnaires | |||
Report BMC Helix Module Issues | Download Predefined Questionnaires | |||
Report Non-Prod ITSM Issue | Download Predefined Questionnaires | |||
Change MVD Performance Tier | Adjust the performance tier of your MVD to better align with your operational needs and business goals. | Download Predefined Questionnaires | Change Request | Level 1: Line Manager Level 2: VDI Operations Team |
Miscellaneous Services
Covers unique, non-standard, or uncategorized service requests that do not fit into any other categories, including custom solutions and undefined services.
| Service Names | Purpose / Description | Questionnaire | Fulfilment | Approvers |
Service Not Specified | Uncategorized or other requests. The service details provided are incomplete or unclear. Please provide the name of the service and its process steps to generate a user-friendly description. | Download Predefined Questionnaires | ||
Adhoc Project Support | Request assistance for unique or one-time projects that fall outside standard workflows. This service helps you address specific business needs or challenges by providing tailored support and resources that require quick, customized solutions to achieve your project goals efficiently. | Download Predefined Questionnaires | ||
Adhoc Trade Support Query | Get quick assistance for unexpected trade-related issues or inquiries, clarification, troubleshooting, or expert guidance, to address urgent or specialized trade support needs. | Download Predefined Questionnaires | ||
Post-Trade Processing Support | Ensure accurate and compliant handling of post-trade activities for company markets. Report trades and resolve settlement issues, and document audit trails efficiently. Streamline trade processing, address urgent matters, and maintain regulatory compliance with ease. | Download Predefined Questionnaires | Work Order | Level 1 - Manager Level 2 - Support Group |
Check Business Day Status | Verify whether a specific date is a recognized business day to plan work schedules, meetings, or deadlines effectively. | Download Predefined Questionnaires | ||
Fusion Control Room Support | Request assistance for IT, Facilities, Technical, Mechanical, or Security-related issues in the Fusion Control Room. | Download Predefined Questionnaires | Work Order | |
Fusion Control Room Support | Request assistance for IT, Facilities, Technical, Mechanical, or Security-related issues in the Fusion Control Room. | Download Predefined Questionnaires | Work Order |
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