Getting started

In an IT Service Management department, your role can be a business user who submits requests; an administrator who configures the system; a service desk agent who resolves issues; a change coordinator who implements change requests; and so on. Use the information here to start using BMC Helix ITSM according to your role.

BMC Helix ITSMprovides a seamless user experience because the basic service management processes, such as creating tickets, viewing related items like tickets, assets, or knowledge articles, and updating profile information are now easier and quicker. The BMC Helix ITSM user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules.

With BMC Helix ITSM you:

Experience an elegant, friction-free UI that is designed for specific BMC Helix ITSM roles.
Access all relevant information in a single window, including a 360-degree view of your customer, service history, and related incidents.
Experience anytime, anywhere access to complete ITSM functionality from the field (mobile-first design).
Share knowledge and collaborate in real time with crowd-sourcing.

Orientation

Overview of Remedyforce

Getting started with service request management

Getting Started with BMC Remedyforce Permission Sets

Getting started with incident management

Getting started with change management

Getting started with various ITSM use cases

Leveraging Agentic chat to search for information

Leveraging Knowledge Curator for creating knowledge articles from incidents

Leveraging Service Collaborator for automatically responding to inbound emails

Leveraging AI Service Management capabilities

Leveraging the out-of-the-box IT services

Leveraging knowledge from BMC Helix Knowledge Management by ComAround

Automating Service Management and Operations Management tasks

Automating the F5 devices backup and restore tasks

Automating the updating of whitelists for F5 devices

Automating the renewal of SSL certificates for F5 load balancers

Automating database resource increase

Automating IT Infrastructure operations

Getting started with ServiceOps

ServiceOps overview

Read the following content to get started with BMC Helix ITSM:

Section	Description
Product-overview	Overview of product and documentation.
Getting started with Asset Management Learning about Change Management Learning about Incident Management Learning about Knowledge Management Learning about Problem Management Learning about Release Management Quick start to creating and managing service requests and work orders	Information about key areas, and how to work in those areas in BMC Helix ITSM.
Key-concepts	Product architecture and other key concepts.
Use-cases	Details about the use cases.
Best-practices-for-BMC-Helix-ITSM	Best practices forBMC Helix ITSM.

Getting started

BMC Helix ITSM 25.3

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