This site will undergo a maintenance outage on Saturday, 13 September beginning at 2:30 AM Central/1 PM IST for a platform upgrade. The downtime will be ~three hours.

This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Getting started

Read and perform the getting started tasks to learn the end-to-end incident management and problem management processes of the BMC Helix ITSM: Service Desk product.


Getting started for new users

Key-concepts

BMC-Helix-ITSM-Service-Desk-overview

Use-cases

User-goals-and-features

Best-practices-for-Service-Desk

Getting started for new administrators

Architecture

Onboarding-and-implementing

Getting started with Incident Management

Learning-about-Incident-Management

Incident-Management-overview

Incident-Management-roles

Getting started with Problem Management

Learning-about-Problem-Management

Problem-Management-overview

Problem-Management-roles

 

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