This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Where did the Smart IT documentation go?

Starting with version 23.3, we have streamlined the documentation of BMC Helix ITSM to help you find the documentation for the ticket types that you work on.

Related topics

23-3-enhancements-and-patches

Looking for Smart IT documentation?

Consult the following table to understand where you can find the information you need.

Feature or component

Link

  • Incident management
  • Problem investigation
  • Known error
  • Change request
  • Task management

Asset management

Knowledge management

  • Service request management
  • Work order management

Service level management

  • Common concepts
  • Common configurations


Why was the change?

Prior to version 23.3, information related to Mid Tier and Smart IT for the same ticket type was in different documentation spaces. For example, if you work on Incident Management, you had to go through two different documentation spaces to get the required information - one for Mid Tier and one for Smart IT and PWA screens. Going forward, you will be able to find all information related to a specific ticket type, for example Incident Management, in one single documentation space. Similarly, all information related to Change Management is in the Change Management documentation space.

Due to the redesigned documentation, you get the following advantages:

  • Reduced topic-hierarchy: Get to the content with fewer clicks.
  • Use-case based titles: Easier to find the topic you are looking for.
  • Merged topics: Less number of topics to navigate through, all relevant information is in the same topic.  

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The following video (3:15) provides an overview of documentation space restructure from BMC Helix ITSM version 23.3.

icon_play (1).pngWatch the YouTube video about the documentation space restructure


Structure within a topic

At a topic level, we have segregated the information so that it is easier for you to follow the latest information. Based on your requirement, you can also read information related to older screens in the same topic. For example, if you are reading about a procedure that can be performed by using PWA screens, classic Smart IT, and Mid Tier, the topic will display the information related to the PWA screens at the top. If you want, you can read the relevant information for the classic interfaces (Classic Smart IT and Mid Tier) by going to the Instructions for classic interfaces section of the topic.

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See the following links to some of the popular content across the BMC Helix ITSM documentation spaces.

Service desk

Change Management

Asset Management

Knowledge Management

Service Request Management

We recommend that you use BMC Helix Digital Workplace for managing service requests 

BMC Helix ITSM (Foundation)

What's next

We constantly strive to give the best experience to our customers. Use the comments box that is available at the bottom of each topic to let us know your feedback about the topic. We will soon get back to you with the updates.