FAQ for licensing entitlements

For information about obtaining the license keys, see Obtaining license keys in the Deployment online documentation. 

For information about licensing and passwords, see BMC Support Licensing and Passwords 

For information about see Remedy AR System Server - How to request a Permanent License for AR System Server via Support Web knowledge article. 

See the following documentation for more information: 

• BMC Helix ITSM Suite—BMC Helix ITSM Suite service in the BMC Helix Subscriber Information online documentation portal. 
• BMC Helix ITSM Service Optimization—BMC Helix ITSM Service Optimization service in the BMC Helix Subscriber Information online documentation portal. 
• BMC Helix ITSM Service Desk—BMC Helix ITSM Service Desk service in the BMC Helix Subscriber Information online documentation portal. 

The Remedy Knowledge Management application does not have an application specific license. So, bundles that contain the entitlement to Remedy Knowledge Management contain an AR System User license for use as the Remedy Knowledge Management User license. A Remedy Knowledge Management User license grants you the ability within Remedy Knowledge Management to perform the following tasks: 

• Administer the Remedy Knowledge Management application 
• Create or modify knowledge base articles 
• Search for or view knowledge base articles 

An Asset Management User License or a Suite License with entitlement to Asset Management grants you the ability within Asset Management to perform the following tasks:  

• Submit, purchase requests, register, and maintain contracts and licenses. 
• Maintain the BMC Helix CMDB structure, update BMC Helix CMDB, perform discovery integrations, and reconciliation. 

A Change Management User License or a Suite License with entitlement to Change Management grants you the ability within Change Management to perform the following tasks: 

• Register change requests and assess requests for risk and impact. 
• Make sure that the changes do not conflict with other planned changes or events. 
• Prepare implementation plans and monitor progress of changes. 
• Register releases, organize CAB, and define releases. 
• Prepare release business cases, initiate, and coordinate release implementation. 

An Incident Management User License or a Suite License with entitlement to Incident Management grants you the ability within Incident Management to perform the following tasks: 

• Obtain necessary information from the end user, register incidents, and resolve as many incidents as possible. 
• Distribute requests to groups and individuals according to responsibility, availability, and skills. 
• Manage significant outages, communicate with business customers, and coordinate service recovery.

A Problem Management User License or a Suite License with entitlement to Problem Management grants you the ability within Problem Management to perform the following tasks: 

• Review incidents to identify problems. 
• Track root cause progress and verify proposed solutions 

The Service Request Management application does not have its own application user license within the tool, so a Service Request Management license is purely entitlement on paper. As a service desk agent, you will just be using an Innovation Suite User license in the system when you access Service Request Management. This entitlement grants you the ability within Service Request Management to perform the following tasks: 

• Process work orders submitted through Service Request Management. 
• Administer the Service Request Management application. 
• Perform Analyst, Business Manager or Coordinator work within Service Request Management. For example, reading application object templates (AOTs), process definition templates (PDTs), and service request definitions (SRDs). 

Yes. Under the GA Blue bundled and the Suite (Basic/Advanced) pricing, three AR System User fixed licenses are included with the purchase of the base licensed product. However, the user capacity for these three fixed user licenses, which are activated with the server license key, must be purchased to obtain entitlement. The licenses are still made available for assignment when the AR System server license key is entered, but if they are assigned, they must also be purchased to meet entitlement requirements.

(For the GA Blue bundled licensing model) The ITSM Suite User license bundle contains the following licenses:  

• Incident Management User license 
• Problem Management User license 
• Change Management User license 
• Asset Management User license 
• Service Level Management User license 
• ITBM User entitlement for modules powered by AR System 
• AR System User license 

These licenses entitle the users to perform the following tasks: 

• Task Management (as part of implementing changes, work orders, resolving incidents, and so on.) 
• Work Order Management. 
• Administrator, analyst, request coordinator, or business manager activities within Service Request Management. 
• Respond to end user chat requests via Virtual Agent. 
• (For the Knowledge Management User license bundle) It does not contain entitlement to search, view, or use knowledge articles. 

(For the GA Blue bundled licensing model) The Service Desk User license bundle contains the following licenses: 

• Incident Management User license 
• Problem Management User license 
• AR System User license 

The Service Desk User license bundle also entitles users to perform the following tasks: 

• Task Management (as part of implementing changes, work orders, resolving incidents, and so on.) 
• Work Order Management. 
• Responding to end user chat requests via Virtual Agent. 
• Performing administrative tasks for Service Desk. 

For custom applications, from the Suite licensing model, you must purchase Basic or Advanced licenses.

Purchased licenses may be applied to systems designated as DR at no additional cost, but such systems cannot be simultaneously used with systems designated as for production. You can log in to the DR systems for administrative maintenance.

(For GA blue bundled and Suite licensing model) No. The ITSM Suite license bundle is intended to be used as a whole by a single user, either a named user or a concurrent user. Entitlement is not provided for one user to use a part of the bundle (for example, Incident Management and Problem Management) and another user to use a different part of the bundle (for example, Change Management and Asset Management). 

Companies are entitled to use any of the BMC Helix ITSM OnPrem software on non-production instances (i.e. instances exclusively used development and test purposes) without additional fee. Non-production instances cannot be configured with a higher concurrent user license limit than that of the production instance with the highest concurrent user license limit. BMC Helix ITSM OnPrem / BMC Helix Custom Applications OnPrem concurrent user licenses usage is measured by adding up all production instances’ peak usage capacity.

For more information, see https://www.bmc.com/legal/end-user-license-agreements.html. 

For more information, see https://www.bmc.com/legal/end-user-license-agreements.html. 

For more information, see https://www.bmc.com/legal/end-user-license-agreements.html.