Quick start to manage BMC Helix ITSM Suite and its components

This topic provides a list of specific goals that you can accomplish to start using BMC Helix ITSM. You can find links to the related feature documentation and the relevant application in BMC Helix ITSM in this topic.

BMC Helix ITSM consists of several applications for implementing and aligning an organization's IT goals to ITIL best practices. The following image shows the settings that you must complete to start using BMC Helix ITSM:

Settings for BMC Helix ITSM

To get started with BMC Helix ITSM, you must complete the configurations for:

BMC Helix ITSM settings: Configure the system settings for BMC Helix ITSM
BMC Helix ITSM console: Configure the settings for the Ticket Console, Application Administration Console, and the BMC Helix ITSM Requester Console.
Email and notification settings: Configure the settings for sending and receiving emails, customizing and disabling notifications, email-based approvals, and Email Rule Engine.
BMC Helix ITSM components: Configure the applications for BMC Helix ITSM.

Important

The links in the following sections take you to the BMC Helix ITSM: Knowledge Management, BMC Helix ITSM: Service Desk, BMC Helix ITSM: Change Management, BMC Helix ITSM: Asset Management, BMC Service Level Management, and BMC Service Request Management online technical documentation.

To configure the system settings for BMC Helix ITSM

Configure the BMC Helix ITSM core settings by setting up the Tenancy mode, configuring the default Mid Tier home page, and enabling the Progressive Web Application screens. You must configure these settings to start using BMC Helix ITSM.

For more information, see the following topics:

To configure the BMC Helix ITSM console

BMC Helix ITSM consists of different components that you can access from the various consoles. You must configure these consoles to complete the tasks in these consoles.

For more information about configuring the consoles, use the following topics:

To configure the email and notification settings

To send and receive emails for the tickets, the Email Engine and the mailbox to send and receive emails must be configured. You can also define email approvals and configure company-specific rules for emails. Along with emails, you can use notifications to communicate with requesters about the tickets. You can configure notifications and also customize them. If required, you can also disable notifications.

For more information about emails and notifications, use the following topics:

To configure BMC Helix ITSM components

Use the following table to understand how to configure the components to complete the corresponding tasks:

Component	Description	Tasks you can complete	Reference
BMC Helix ITSM: Service Desk – Incident Management	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.	Create and manage incidents	Managing incident requests Resolving incident requests Working with incident requests as a manager
BMC Helix ITSM: Service Desk – Problem management	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.	Create and manage problems	Performing the incident request review Performing the root cause analysis Reviewing problem investigations and known errors Closing the problem investigation and known errors
BMC Helix ITSM: Asset Management	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.	Create and manage assets	Managing assets and CIs Overview of purchase requisitions Managing contracts Managing software licenses Tracking costs and charge-backs Managing asset inventory Managing the configuration catalog Using reports and flashboards
BMC Helix ITSM: Change Management	BMC Helix ITSM: Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks, verification, and recording changes to the production environment.	Create change and release requests	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
Release Management	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.	Create and manage release requests	Managing relationships between requests and other records Managing a release plan Initiating and modifying a release request Approving a release request
BMC Helix ITSM: Knowledge Management	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.	Create and manage knowledge articles	How knowledge articles are found Using reports and flashboards
BMC Service Level Management	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.	Create and manage service targets	Service targets Defining request-based service targets Defining availability service targets Defining CI Outage service targets Defining compliance-only service targets Defining the service offerings by using agreements Contracts Using reports in BMC Service Level Management
BMC Service Request Management	BMC Service Request Management provides an online service catalog from which employees can view and request available services.	Create and manage service requests	Monitoring service requests Coordinating the service requests Fulfilling service requests Analyzing services by running reports

What happens next?

For information about accessing tickets and resources, see Planning.
For information about configuring BMC Helix ITSM applications, see Setting-up-and-going-live.