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 17 Oct 2025
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| October 17, 2025 | Enhancements to BMC Helix ITSM 25.4.00 are: - Use the ITSM Agent to get improved answers in Ask HelixGPT
- Search for work orders, assets, and problem investigations by using the Agentic chat
- Request access to the Microsoft Teams chat and get updated incident details by using the BMC Helix Ops Swarmer agent
- (Controlled availability customers only) Localize CMDB and Foundation data to enhance user experience
- Prioritize frequently used filter options for quick access
- (Controlled availability customers only) Link and resolve BMC Helix Knowledge Management by ComAround knowledge articles in BMC Helix ITSM
- (Controlled availability customers only) Reduce manual efforts to identify missing or invalid CI details by creating data monitoring rules
- Predict incident-related service disruptions for faster resolution
- Rule-based automatic impact analysis of change requests
- Accelerate incident resolution with automated CI and situation insights from BMC Helix AIOps
- Track approval details for service requests in BMC Helix ITSM managed through BMC Helix Digital Workplace
- Apply complex expressions in the Shared Ticket Console to analyze data
Enhancements to BMC Helix Innovation Suite 25.4.00 are: - Get context-aware responses by attaching images to HelixGPT chat
- Access frequently used filter options quickly
- Configure event handlers in the View designer to automatically trigger actions at runtime
- Flexibility to enforce parent-child record associations to reduce errors
- Support for the Catalan locale
- Enable archiving on audit records
- Launch BMC Helix Dashboards from the AR System Report Console to manage reports
- Configure the Results list in Progressive View by using Developer Studio
- Date/Time fields can store values beyond January 19, 2038
- Improve AR System server startup time by usage-based loading of forms
- Configure support group and assignee fields for cases
Enhancements to BMC Helix CMDB 25.4.00 are: - Improved RE Performance with Java-based Miscellaneous Service
- Access the Analytics option to manage data collection consent
- Date/Time fields support dates beyond 2038
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Using reports and flashboards
BMC Helix ITSM provides a variety of tools for collecting, tracking, and monitoring data by using reports and flashboards.
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Planning
Use the planning information for resources, processes, and activities for BMC Helix ITSM
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Administering
As an administrator, manage and maintain BMC Helix ITSM after it is installed and ensure that it is available to end users.
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Integrating
As an administrator, workflow developer, or consultant, extended and customize BMC Helix ITSMthrough SOAP or REST APIs.
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Developing
As a developer, learn how you can customize BMC Helix ITSM.
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Troubleshooting
Resolve common issues or errors, review logs, or contact Support.
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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.
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FAQ
Find answers to the most frequently asked questions about BMC Helix ITSM.
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