Product overview
BMC Helix Telco Extensions is a service management solution designed for Communication Service Providers (CSPs) to extend BMC Helix IT Service Management capabilities into telecom operations. It helps CSPs manage high volume of network alarms, correlate them to incidents, and analysis service impacts for faster resolution. The solution includes automated rules for incident handling, provides impact summarization to prioritize issues based on service impact, and organizes related incidents through parent-child relationships for better visibility.
BMC Helix Telco Extensions is aligned with eTOM (enhanced Telecom Operations Map) processes and integrates with external systems by using TM Forum Open APIs, such as TMF621, to support industry standards and interoperability.
Product capabilities and features
BMC Helix Telco Extensions provides following key capabilities:
| Capability | Description | Challenges addressed | Reference |
|---|---|---|---|
| Alarm Management | Manage high volumes of network alarms and align incident resolution with configurable rules. This capability reduces NOC agent workload and supports faster MTTR through streamlined alarm‑to‑incident handling. |
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| Trouble ticket management | A unified trouble‑ticket management solution for telecom operations, built on TM Forum Open APIs to create, update, manage trouble tickets. |
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| Impact analysis and summarization | Gain visibility into service impact for better prioritization. Focus on high‑priority incidents and change requests, and apply configurable rules to automate impact analysis. Summaries highlight affected services and configuration items (CIs), helping teams understand the scope and urgency of each issue. This capability supports faster decisions, reduces manual analysis, and improves cross‑team collaboration through clear, structured impact summaries. |
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| Incident managment | Manage the incident lifecycle with a streamlined, consistent process that improves response times and service quality. Focus on what matters most with prioritization rules, accurate incident context, and coordinated collaboration. This reduces manual effort, improves operational efficiency, and drives faster, more effective incident resolution. |
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| Change management | Change management provides a structured approach to planning, analyzing, and implementing changes with minimal risk. It helps teams evaluate potential impact, avoid scheduling conflicts, and maintain service stability throughout the change lifecycle. This reduces disruption, improves coordination, and accelerates the safe execution of changes. |
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User roles
BMC Helix Telco Extensionsprovides automated and intelligent service-centric network operations for CSPs. It extends IT service management into the CSP Network Operations Center (NOC) and supports zero-touch operations through advanced capabilities. Different user roles in the system have specific responsibilities and tasks to manage incidents, alarms, changes, and configurations efficiently. The following user roles are available out-of-the-box in the BMC Helix Telco Extensions:
| User role | Tasks |
|---|---|
| Telco agent |
To work with incidents and alarms, a telco agent must also have either the Incident Master or Alarm Submitter permission. |
| Telco config |
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| Incident manager |
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| Service desk agent |
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| Change manager |
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| Change approver |
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| Change coordinator |
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