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Product overview

BMC Helix Telco Extensions  is service management solution designed for Communication Service Providers (CSPs) to extend BMC Helix IT Service Management capabilities into telecom operations. It helps CSPs manage a high volume of network alarms, correlate them to incidents, and analyze service impacts for quick 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 Extensionsis 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.

The following video (2:42) provides a product overview of BMC Helix Telco Extensions.

play icon https://youtu.be/HvaB_urrNc0

The following figure highlights the key features of BMC Helix Telco Extensions:

Key features of BMC Helix Telco Extensions

Product capabilities and features

BMC Helix Telco Extensions provides the following key capabilities:

CapabilityDescriptionChallenges addressedReference
Alarm Management

Manage high volumes of network alarms and align incident resolution with configurable rules to streamline alarm‑to‑incident handling and reduce NOC agent workload.

  • High alarm volume
  • Delayed responses
  • Manual sorting
Trouble ticket management

Unified, TM Forum Open API–based ticket lifecycle management for telecom operations, supporting consistent creation, updates, and end‑to‑end ticket handling.

  • Integration overhead for tools
  • Manual updates and slower update synchronization
Managing trouble tickets using TMF621 APIs

 

Impact analysis and summarization

Visibility into service impact for effective prioritization, with configurable rules that automate analysis and summaries that present affected services and CIs in a clear, structured manner. These capabilities help improve decision‑making and maintain alignment across teams.

  • Manual and time-consuming CI association
  • Manual analysis of impacted CIs and services
Incident management

Structured, consistent incident lifecycle management that enhances response quality, strengthens prioritization, maintains clear incident context, and improves coordinated collaboration. These capabilities help reduce manual effort and improve overall operational efficiency.

  • Manually resolving issues
  • Inconsistent prioritization across incidents
  • Limited cross-team visibility
  • Require manual efforts to prevent outages and to identify anomalies and root causes
Change management

Controlled, risk‑aware change planning and implementation that assesses impact, prevents scheduling conflicts, and maintains service stability throughout the change lifecycle. These capabilities help minimize disruption, improve coordination, and promote reliable execution of changes.

  • Difficult to coordinate changes across multiple services

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 roleTasks
Telco agent
  • Create and update alarms
  • Manage source information and related parties
  • Work with TMF621 APIs
  • Perform impact analysis
  • Summarize impact analysis
  • Split incidents based on alarm status
  • Mark secondary alarms as primary

To work with incidents and alarms, a telco agent must also have either the Incident Master or Alarm Submitter permission. 

Telco config
  • Configure alarm settings
  • Set up incident priority mappings
  • Define related party roles
  • Configure impact weight mappings
  • Manage service class configurations
  • Create automated incident rules
  • Configure notification templates
  • Enable BMC Helix GPT-based impact analysis summarization
  • Copy notification templates across companies (deletion restricted to admins)
  • Automated rule configurations (require Telco Config and Incident Config permissions)
  • Service class configurations (require Telco Config and Asset Viewer permissions)
Incident manager
  • Create and modify incidents automatically from network tools by using alarms
  • Manage incidents created from alarms
  • Modify task locations
  • Give permissions to related parties
  • Populate task locations automatically based on CI
  • Set incident priority automatically
  • Create source information for incidents
  • Use CI attributes for service targets
  • Relate CIs to tasks by using filters
  • Create and manage alarms
Service desk agent
  • Create and manage incidents
Change manager
  • Create and modify change requests
  • Approve change requests
  • Analyze risk and impact of changes
  • Perform impact analysis for change requests
  • Relate impacted CIs to change requests
Change approver
  • Approve change requests
Change coordinator
  • Access and compute risk levels for change requests
  • Calculate risk and provide a clear basis for evaluating changes before implementation.

 

Related topics

User-interface-overview

Managing-incident-requests

Managing-change-requests

 

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