System Requirements
The Field Service Management (FSM) solution is delivered as a SaaS platform within the BMC Helix ITSM ecosystem, meaning that traditional infrastructure concerns, such as servers, databases, backups, and application maintenance are fully managed by the service provider. As a result, customer system requirements focus primarily on the end-user environment, secure connectivity, and integration readiness rather than backend architecture. To ensure smooth adoption and optimal performance, organisations must prepare their workstations, mobile devices, network access, authentication setup, and any systems that will integrate with FSM. The following requirements outline what customers need to have in place to support a reliable, secure, and fully functional FSM deployment.
| Category | Subcategory / Feature | Details / Requirements |
|---|---|---|
| Web Browser | Supported Browsers | Google Chrome, Microsoft Edge, Mozilla Firefox, Safari (Mac/iOS) |
| Browser Settings | JavaScript and cookies must be enabled | |
| Operating Systems | Supported OS | Windows 10/11, macOS (latest supported versions) |
| Mobile Devices | Supported Platforms | iOS and Android (latest 2 versions typically supported) |
| Device Requirements | Sufficient local storage, stable network access | |
| Network and Connectivity | Internet Access | Stable connectivity; recommended minimum bandwidth per user ~1 Mbps sustained |
| Firewall / Proxy | Allow HTTPS traffic to managed services environment (customer-specific URLs/IP ranges provided during onboarding) | |
| VPN | Not usually required unless mandated by customer security policy | |
| Authentication and Access | Identity and Access Management | Support for SAML 2.0 / SSO integration with customer IdP (Azure AD, Okta, ADFS, etc.) or BMC Helix native authentication |
| Role-Based Access | Customer to provide user role mapping (agents, dispatchers, managers, admins, etc.) | |
| Integration Readiness | APIs / Interfaces | Customer systems (ERP, HR, CRM, external ticketing, monitoring, etc.) must connect via REST APIs, web services, or file-based integrations; secure outbound connectivity to BMC Helix integration endpoints |
| Data Migration | Source Data | Clean, structured source data (assets, users, tickets, work orders) in CSV, Excel, or via API for import into Helix FSM |
| IT and Operational Requirements | Email & Notifications | Customer mail systems must allow SMTP/IMAP/Office 365 Exchange integration for inbound/outbound notifications |
| User Training & Change Management | Workstations/devices should have modern collaboration tools (MS Teams/Zoom) for training sessions | |
| Security Compliance | Customer must align with managed service security requirements (password policies, MFA if enabled) | |
| Optional / Advanced Requirements | Reporting & Analytics | Access permissions and compatible API/reporting connectors for customer BI tools integration |
| Offline FSM Mobile Capability | Mobile devices must support offline caching if enabled (sufficient storage and sync windows) | |
| Local Printing & Scanning | Customer devices must support label printers, barcode scanners, or PDF export for field engineers |