Standard license entitlements, restrictions, and units of measurement

Review the standard license entitlements, restrictions, and units of measure for the BMC Helix ITSM offering. Licensing terms and conditions in your contract take precedence over any published description from this site. License entitlements are subject to change.

EPD link to license information	Description of content
BMC Helix Innovation Suite OnPrem	License information for BMC Helix ITSM On-premises 21.05 and later
BMC Helix Business Workflows OnPrem - Active User (100 Users) 25.1.01	License information for BMC Helix Business Workflows OnPrem - Active User (100 Users) 25.1.01
BMC Helix Business Workflows OnPrem - Named User (100 Users) 25.1.01	License information for BMC Helix Business Workflows OnPrem - Named User (100 Users) 25.1.01
BMC Helix Digital Workplace Advanced OnPrem 25.1.01	License information for BMC Helix Digital Workplace Advanced On-premises 25.1.01
BMC Helix Digital Workplace Advanced OnPrem - Active User 25.1.01	License information for BMC Helix Digital Workplace Advanced On-premises - Active User 25.1.01
BMC Helix Digital Workplace Basic OnPrem 25.1.01	License information for BMC Helix Digital Workplace Basic On-premises 25.1.01
BMC Helix Multi-Cloud Broker OnPrem 25.1.01	License Information for BMC Helix Multi-Cloud Broker 25.1.01

Licenses and licensing calculations

The following table details the licensing model:

Licensed product	Unit of measure	Licensing calculation	Licensing restrictions
BMC Helix ITSM OnPrem - Suite User License	Per named user Entitles one named user to use	One named user license entitles 100 business users to use BMC Digital Workplace Basic. Includes entitlement to download and install BMC Helix ITSM OnPrem software.	Should Customer purchase BMC Digital Workplace Advanced, Customer surrenders its right to BMC Digital Workplace Basic.
BMC Helix ITSM OnPrem - Suite Concurrent User License	Per concurrent user Entitles one concurrent user to use	One concurrent user license entitles 250 business users to BMC Digital Workplace Basic. Includes entitlement to download and install BMC Helix ITSM OnPrem software.	Should Customer purchase BMC Digital Workplace Advanced, Customer surrenders its right to BMC Digital Workplace Basic.
BMC Helix ITSM OnPrem – Service Desk User License	Per named user Entitles one named user to use	One named user license entitles 100 business users to use BMC Digital Workplace Basic. Includes entitlement to download and install BMC Helix ITSM OnPrem software.	Should Customer purchase BMC Digital Workplace Advanced, Customer surrenders its right to BMC Digital Workplace Basic.
BMC Helix ITSM OnPrem – Service Desk Concurrent User License	Per concurrent user Entitles one concurrent user to use	One concurrent user license entitles 250 business users to BMC Digital Workplace Basic. Includes entitlement to download and install BMC Helix ITSM OnPrem software.	Should Customer purchase BMC Digital Workplace Advanced, Customer surrenders its right to BMC Digital Workplace Basic.
BMC Helix Service Management OnPrem - Standard – Named User	Per named user. Entitles one named user to use.	Each license entitles to 100 active end users to use Digital Workplace capabilities. Independent of the number of licenses, a customer is entitled to 50 self-registered end users to use Digital Workplace capabilities.	See the Features and components available with licenses table. The license enables Customer to use up to 100 BMC Helix Digital Workplace users for each user and up to 50 BMC Helix Digital Workplace Self-Registered users regardless of the Licensed Capacity. The use of the following functionality by Product is excluded. BMC Helix Digital Workplace: Digital Workplace Studio BMC Helix ITSM: Release Management BMC Helix Business Workflows: Facilities Management, HR Service Management, and Security Incident Response. BMC Helix Digital Workplace Users. Each BMC Digital Workplace user can access an unlimited number of Device Endpoints per user license purchased. A “Device Endpoint” is a personal digital assistant, smart-phone, tablet, laptop, desktop workstation or similar computing device. Click here to expand... Connectors. Any third party Connector (as defined below) distributed by BMC for use with the BMC solution is hereby excluded from the defined term “BMC Subscription Services”. Any such third party Connectors are governed by the terms provided with the Connectors and are specifically excluded from this Agreement. For the purposes of this provision, the term “Connector” means software code that integrates a third party’s product with a BMC Subscription Services. With respect to third party licenses that Customer requests via BMC Helix Digital Workplace to be provisioned, Customer is solely responsible for: (i) the number of licenses it has licensed from a third party, and (ii) the amounts payable for such licenses. Any license provisioning information provided by BMC Helix Digital Workplace is established solely by the information entered into BMC Helix Digital Workplace by Customer, and is provided “as is” for the convenience of the user. Customer is responsible for monitoring its internal license usage of each third party license, and such third party license’s usage and license compliance is governed by the terms of the agreement entered into between Customer and the third party licensor. Customer acknowledges and agrees that this Product does not come embedded with any third-party classification service. Instead, Customer is responsible for obtaining a separate license to use third party classification services, like IBM Watson or Google AI, in connection with the Product. The terms and conditions of Customer’s license with the third-party classification services vendor (or its agents or designees) shall solely govern Customer’s use of the respective services in connection with the Product and Customer shall be responsible for any costs, overages, penalties, or fees arising from Customer’s use of the third-party classification services. Further, Customer shall use the service management capabilities featured in the Products solely in connection with BMC Helix ITSM.
BMC Helix Service Management OnPrem - Standard – Concurrent User	Per concurrent user. Entitles one concurrent user to use.	Each license entitles to 100 active end users to use Digital Workplace capabilities. Independent of the number of licenses, a customer is entitled to 50 self-registered end users to use Digital Workplace capabilities.	See the Features and components available with licenses table. The license enables Customer to use up to 100 BMC Helix Digital Workplace users for each user and up to 50 BMC Helix Digital Workplace Self-Registered users regardless of the Licensed Capacity. The use of the following functionality by Product is excluded. BMC Helix Digital Workplace: Digital Workplace Studio BMC Helix ITSM: Release Management BMC Helix Business Workflows: Facilities Management, HR Service Management, and Security Incident Response. BMC Helix Digital Workplace Users. Each BMC Digital Workplace user can access an unlimited number of Device Endpoints per user license purchased. A “Device Endpoint” is a personal digital assistant, smart-phone, tablet, laptop, desktop workstation or similar computing device. Click here to expand... Connectors. Any third party Connector (as defined below) distributed by BMC for use with the BMC solution is hereby excluded from the defined term “BMC Subscription Services”. Any such third party Connectors are governed by the terms provided with the Connectors and are specifically excluded from this Agreement. For the purposes of this provision, the term “Connector” means software code that integrates a third party’s product with a BMC Subscription Services. With respect to third party licenses that Customer requests via BMC Helix Digital Workplace to be provisioned, Customer is solely responsible for: (i) the number of licenses it has licensed from a third party, and (ii) the amounts payable for such licenses. Any license provisioning information provided by BMC Helix Digital Workplace is established solely by the information entered into BMC Helix Digital Workplace by Customer, and is provided “as is” for the convenience of the user. Customer is responsible for monitoring its internal license usage of each third party license, and such third party license’s usage and license compliance is governed by the terms of the agreement entered into between Customer and the third party licensor. Customer acknowledges and agrees that this Product does not come embedded with any third-party classification service. Instead, Customer is responsible for obtaining a separate license to use third party classification services, like IBM Watson or Google AI, in connection with the Product. The terms and conditions of Customer’s license with the third-party classification services vendor (or its agents or designees) shall solely govern Customer’s use of the respective services in connection with the Product and Customer shall be responsible for any costs, overages, penalties, or fees arising from Customer’s use of the third-party classification services. Further, Customer shall use the service management capabilities featured in the Products solely in connection with BMC Helix ITSM.
BMC Helix Service Management OnPrem - Advanced – Named User	Per named user. Entitles one named user to use.	Each license entitles to 100 active end users to use Digital Workplace capabilities. Independent of the number of licenses users (named and concurrent) a customer is entitled to 100 self-registered end users to use self-service capabilities (50 from the Standard layer and additional 50 self-registered licenses for the Advanced layer).	The license enables Customer to use up to 100 BMC Helix Digital Workplace users for each user and up to 100 BMC Helix Digital Workplace Self-Registered users regardless of the license capacity. BMC Helix Digital Workplace Users. Each BMC Helix Digital Workplace user can access an unlimited number of Device Endpoints per user license purchased. A “Device Endpoint” is a personal digital assistant, smart-phone, tablet, laptop, desktop workstation or similar computing device. Click here to expand... Connectors. Any third party Connector (as defined below) distributed by BMC for use with BMC solution is hereby excluded from the defined term “BMC Subscription Services”. Any such third party Connectors are governed by the terms provided with the Connectors and are specifically excluded from this Agreement. For the purposes of this provision, the term “Connector” means software code that integrates a third party’s product with a BMC Subscription Service. Licenses. With respect to third party licenses that Customer requests via BMC Helix Digital Workplace to be provisioned, Customer is solely responsible for: (i) the number of licenses it has licensed from a third party, and (ii) the amounts payable for such licenses. Any license provisioning information provided by BMC Helix Digital Workplace is established solely by the information entered into BMC Helix Digital Workplace by Customer, and is provided “as is” for the convenience of the user. Customer is responsible for monitoring its internal license usage of each third party license, and such third party license’s usage and license compliance is governed by the terms of the agreement entered into between Customer and the third party licensor. Customer acknowledges and agrees that this Product does not come embedded with any third-party classification service. Instead, Customer is responsible for obtaining a separate license to use third party classification services, like IBM Watson or Google AI, in connection with the Product. The terms and conditions of Customer’s license with the third-party classification services vendor (or its agents or designees) shall solely govern Customer’s use of the respective services in connection with the Product and Customer shall be responsible for any costs, overages, penalties, or fees arising from Customer’s use of the third-party classification services. Further, Customer shall use the service management capabilities featured in the Products solely in connection with BMC Helix ITSM.
BMC Helix Service Management OnPrem - Advanced –Concurrent User	Per concurrent user. Entitles one concurrent user to use.	Each license entitles to 100 active end users to use Digital Workplace capabilities. Independent of the number of licenses users (named and concurrent) a customer is entitled to 100 self-registered end users to use self-service capabilities (50 from the Standard layer and additional 50 self-registered licenses for the Advanced layer).	The license enables Customer to use up to 100 BMC Helix Digital Workplace users for each user and up to 100 BMC Helix Digital Workplace Self-Registered users regardless of the license capacity. BMC Helix Digital Workplace Users. Each BMC Helix Digital Workplace user can access an unlimited number of Device Endpoints per user license purchased. A “Device Endpoint” is a personal digital assistant, smart-phone, tablet, laptop, desktop workstation or similar computing device. Click here to expand... Connectors. Any third party Connector (as defined below) distributed by BMC for use with BMC solution is hereby excluded from the defined term “BMC Subscription Services”. Any such third party Connectors are governed by the terms provided with the Connectors and are specifically excluded from this Agreement. For the purposes of this provision, the term “Connector” means software code that integrates a third party’s product with a BMC Subscription Service. Licenses. With respect to third party licenses that Customer requests via BMC Helix Digital Workplace to be provisioned, Customer is solely responsible for: (i) the number of licenses it has licensed from a third party, and (ii) the amounts payable for such licenses. Any license provisioning information provided by BMC Helix Digital Workplace is established solely by the information entered into BMC Helix Digital Workplace by Customer, and is provided “as is” for the convenience of the user. Customer is responsible for monitoring its internal license usage of each third party license, and such third party license’s usage and license compliance is governed by the terms of the agreement entered into between Customer and the third party licensor. Customer acknowledges and agrees that this Product does not come embedded with any third-party classification service. Instead, Customer is responsible for obtaining a separate license to use third party classification services, like IBM Watson or Google AI, in connection with the Product. The terms and conditions of Customer’s license with the third-party classification services vendor (or its agents or designees) shall solely govern Customer’s use of the respective services in connection with the Product and Customer shall be responsible for any costs, overages, penalties, or fees arising from Customer’s use of the third-party classification services. Further, Customer shall use the service management capabilities featured in the Products solely in connection with BMC Helix ITSM.

Per named user—With the "per named user" unit of measurement, a license (with a Classification at the appropriate Level, if applicable) is required for each individual employee or contractor or client of Customer. When user-based interaction is required, a license is required for all individuals for whom access has been granted to the Product on a computer or multiple computers typically via the issuance of a unique ID regardless of whether the individual is actively using the Product at any given time.

Per concurrent user—With the "per concurrent user" unit of measurement, a license is required for the maximum number of individual employees or contractors of Customer to whom simultaneous access has been granted to the Product on a computer or multiple computers..

Features and components available with licenses

The following features and components are available, depending on your license:

The named users and concurrent users have access to the same entitlements for each License type.

Feature or component	License
Feature or component	BMC Helix ITSM OnPrem	BMC Helix Service Management OnPrem – Standard	BMC Helix Service Management OnPrem – Advanced
Incident Management	✅️	✅️	✅️
Problem Management	✅️	✅️	✅️
IT Asset Management	✅️	✅️	✅️
Configuration Management (CMDB)	✅️	✅️	✅️
Change Management	✅️	✅️	✅️
Release Management	✅️	✅️	✅️
Work Order Management	✅️	✅️	✅️
ITSM Knowledge Management	✅️	✅️	✅️
Service Level Management	✅️	✅️	✅️
SRM Service Request Management (only for existing SRM customers)	✅️	✅️	✅️
Pre-built ITSM solution content (22.1.05 and later)	✅️	✅️	✅️
ITSM Foundation	✅️	✅️	✅️
ITSM Administration	✅️	✅️	✅️
Proactive Problem Management (ITSM Insights)¹	✅️	✅️	✅️
Real-Time Incident Correlation (ITSM Insights)¹	✅️	✅️	✅️
Major Incident Detection (ITSM Insights)¹	✅️	✅️	✅️
BMC Helix Digital Workplace Catalog	❌️	✅️	✅️
Live Chat, Appointments, Locations, Service Health, Broadcasts, Google Analytics integration	❌️	✅️	✅️
BMC Helix Dashboards	✅️	✅️	✅️
Case Management	❌️	✅️	✅️
BMC Helix Digital Workplace	❌️	✅️	✅️
Case Management Capabilities	✅️	✅️	✅️
BMC Helix Business Workflows	❌️	✅️	✅️
BMC Helix GPT³	❌️	✅️	✅️
Chatops - Swarming and collaboration	❌️	✅️	✅️
Custom Applications	✅️	✅️	✅️
Platform Development	✅️	✅️	✅️
Platform Administration	✅️	✅️	✅️
Platform Services	✅️	✅️	✅️
Major Incident - Probable Cause	❌️	❌️	✅️
BMC Helix Digital Workplace Studio	❌️	❌️	✅️
Pre-built solutions and content for: HR Service Management Employee Onboarding Journey Workplace Service Management Additional OOTB content that becomes available in the future Note: Available for version 22.1.05 and later.	❌️	❌️	✅️
Multi-cloud Broker Integration Templates and Flows	❌️	❌️	✅️
Use of AIOps for up to 2000 servers ²	❌️	❌️	✅️

^{1. To use Proactive Problem Management (ITSM Insights), Real-Time Incident Correlation (ITSM Insights) and Major Incident Detection (ITSM Insights) with BMC Helix ITSM On-premises, you additionally need the BMC Helix ITSM OnPrem - AI Service Management license along with the BMC Helix ITSM OnPrem license.}

^{2. This is a temporary promotion for the duration of the initial BMC Helix Service Management Suite contract. Customers need to purchase the AIOps licenses upon the renewal of their Service Management licenses. Any quantity above 2000 servers requires purchase via BHOM SKUs.}

^{3. Customers are required to bring their own Compute/Large Language Model (LLM). For more information, see Licensing and pricing for BMC HelixGPT.}

Standard license entitlements, restrictions, and units of measurement

Licenses and licensing calculations

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