Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Architecture

A database forms the underlying element of the BMC Helix ITSM architecture. The AR System is on top of the database. AR System processes all data entered by BMC Helix ITSM applications. In addition, the AR System is the workflow engine between the BMC Helix ITSM applications and the database. It also verifies that a user has permission to perform each action, thereby enforcing any access control defined in the applications.

In this capacity, the AR System is the interface between the database and the BMC Helix CMDB, which includes the Product Catalog and BMC Helix CMDB. CMDB stores information about the configuration items (CIs) in your IT environment and the relationships between them. BMC Atrium CMDB makes this information available to the BMC Helix ITSM applications and their various shared application components, such as the Task Management.

The AR System also manages the following:

  • The Approval Server is a self-contained, shared module that enables you to automate any approval or signature process. For more information about Approval Server, see Automatic request assignment.
  • The Assignment Engine enables you to automatically assign requests to individuals. For more information about Assignment Engine, see Automatic request assignment.

The relationships among the database, AR System, CMDB, shared application components, and the BMC Helix ITSM applications are shown in the following illustration.

Architecture.png

For a detailed overview of the BMC Helix ITSM (BMC Helix ITSM) architecture, see Architecture.

 

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