With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations.
Release notes and notices
Updated 04 Sep 2025
| Date | Summary | Reference |
|---|
| September 3, 2025 | Patch 1 is available for on-premises customers. | 25.3 enhancements and patches |
| August 28, 2025 | | 25.3 enhancements and patches |
| July 24, 2025 | Enhancements to BMC Helix ITSM 25.3.00 are: - Create knowledge articles from incidents by using the Knowledge Curator AI agent for faster incident resolution
- Use the Service Collaborator AI agent to automatically send email responses for inbound emails
- (Controlled availability customers only) Preview and edit BMC Helix Knowledge Management by ComAround knowledge articles directly within BMC Helix ITSM
- Use the enhanced Agentic Chat to search for incidents, change requests, and knowledge articles
- Use predefined prompts in Ask HelixGPT to accelerate incident resolution and improve response consistency
- Use auto ticket categorization for accelerated incident resolution by leveraging AI capabilities
- Use contextual search in Contracts console filters
- Create a new contract from an asset or a contract
- Detect major incidents early by using qualifiers
- Evaluate the change impact by using rules
- (Controlled availability customers only) Localize foundation data to meet locale-specific language requirements
- Enhanced localization support
Enhancements to BMC Helix ITSM Insights 25.3.00 are: - Investigate issues by using the Proactive Problem Management Advanced Analytics dashboard
Enhancements to BMC Helix Innovation Suite 25.3.00 are: - Configure chat responses in a carousel or card format
- Configure dynamic welcome suggestions and view dynamic suggestions for chat responses
- Enhance the flexibility of the Record editor by binding inputs to view variables instead of record fields
- Add a named list to filterable grid columns in a record grid
- Invoke an AI agent from BMC Helix Innovation Studio workflow
- Enable localization of data in AR System forms
- Enable email action support in the activity log for a custom application
- Create advanced search filters by combining AND, OR, and NOT operators
- (Controlled availability customers only) Preview and edit BMC Helix Knowledge Management by ComAround knowledge articles directly within BMC Helix ITSM
Enhancements to BMC Helix CMDB 25.3.00 are: - Connect with Azure SQL databases
- Access self-help resources with in-app help
- Consent for data collection
| 25.3 enhancements and patches |
|
Using reports and flashboards
BMC Helix ITSM provides a variety of tools for collecting, tracking, and monitoring data by using reports and flashboards. |
Planning
Use the planning information for resources, processes, and activities for BMC Helix ITSM | |
Administering
As an administrator, manage and maintain BMC Helix ITSM after it is installed and ensure that it is available to end users. |
Integrating
As an administrator, workflow developer, or consultant, extended and customize BMC Helix ITSMthrough SOAP or REST APIs. |
Developing
As a developer, learn how you can customize BMC Helix ITSM. |
Troubleshooting
Resolve common issues or errors, review logs, or contact Support. |
Communities | Knowledge Base | Videos | Education |
PDFs and videos
Get a list of all the videos and a PDF version of the BMC Helix ITSM documentation. |
FAQ
Find answers to the most frequently asked questions about BMC Helix ITSM. | |
