Quick start to manage BMC Helix ITSM Suite and its components
To manage your knowledge base
BMC Helix ITSM: Knowledge Management includes knowledge article creation, storing, reviewing, publishing, and retirement with the aim of continually improving your self-help capabilities and reducing support costs.
For more information, see the following topics:
To manage incident requests
The BMC Helix ITSM: Service Desk incident management process restores normal service operation as quickly as possible with minimum disruption to the business and ensures that the highest levels of availability and service are maintained.
For more information, see the following topics:
To manage problem investigations
The BMC Helix ITSM: Service Desk problem management process reduces the number of incidents; either proactively, by preventing them from happening, or reactively, by preventing them from happening again.
For more information, see the following topics:
To manage service levels
BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business and provide the correct level of service to meet those needs.
For more information, see the following topics:
To manage change requests
BMC Helix ITSM: Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks, verification, and recording changes to the production environment.
For more information, see the following topics:
- Creating change requests in the Initiation and Recording stage
- Defining and managing relationships
- Relating items to the change request
- Assigning and reassigning change requests
- Approving change requests in the Approval stage
- Managing the cost of change
- Scheduling changes by using the Calendar
- Relating items to the change request
- Managing tasks
To manage release requests
The Release Management module helps you plan, build, test, and deploy controlled releases into your IT environment. A release is a collection of related authorized changes to an IT service that are tested and introduced into the live environment together.
For more information, see the following topics:
To manage assets
BMC Helix ITSM: Asset Management helps you to track and manage enterprise configuration items (CIs), the items they represent, and their changing relationships, throughout the entire CI lifecycle.
For more information, see the following topics:
To manage service requests
BMC Service Request Management provides an online service catalog from which employees can view and request services that are available to them.
For more information, see the following topics:
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Always let users know what happens next after they complete the quick start. Is there something that happens in the system? If there is a single clear next step to take, you can suggest that. |
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Link to specific topics within the Getting started branch, such as related key concepts and use cases. You might also link to related high-level topics within other branches and to Setting-up-and-going-live. |
What happens next?
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