BMC Helix

IT Service Management

IT Service Management

We enables you to quickly leverage the benefits of Helix ITSM. Our Professional services help you to make platform’s completely usable for every features to convert service desk efficiency and effectiveness.


BMC Helix ITSM – A Robust Service Management Platforms, Revolutionizing IT

ITSM (IT Service Management) embraces all activities (like policies, processes, etc.) that an enterprise performs for effective designing, planning, delivery, operation, maintenance, and control of IT service.
BMC Helix ITSM constitutes to be a robust, service management platform, empowering the IT revolution. The intelligent automation and people-centric capability of this software solution, facilitate smart working in the modern agile business. BMC Helix Managed Services are delivered in the cloud along with hybrid or on-premise opportunities.



Accelerate innovation, reduce business risk, and lower costs with predictive ITSM that:

  • Reduces response time with real-time auto correlation of incidents and proactive problem identification
  • Enables better partnership across business functions through contextual data sharing in collaboration tools
  • Proactively manages change risk for IT and DevOps by determining impact and criticality
  • Integrates service and operations management for major incident management and other ServiceOps use cases
  • Eliminates manual effort with auto task bundling and case assignment
  • Extends service delivery to external providers via a no-code integration platform (iPaaS)
  • Visualizes key metrics and service activity in personalized, customizable, dynamic dashboards


BMC Helix ITSM Capabilities


Incident & Problem Management

Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching. Using Helix, you can create incident/problem tickets and then handle them throughout their lifecycle: from creation to closure.


  • Enable natural language, formless data entry of tickets and suggested methods of resolving issues quickly and accurately
  • Use advanced service analytics to identify where to drive efficiencies to provide better service
  • Achieve lower call volumes with intelligent, omni-channel self-service via BMC Helix Digital Workplace
  • Maximize agent productivity and ease of use with modern UI/UX
  • Align to ITIL® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes

Proactive Problem Management

BMC Helix leverages AI to detect clusters of recurring incidents for intuitive analysis and streamlining of problem management. This allows the agent to focus on high-value problem areas and reduce management load.


  • Automate tedious, manual problem management processes
  • Accurately identify clusters of recurring incidents through advanced AI k-means analytics
  • Seamlessly transfer from problem recommendation to investigation to closure
  • Real-time incident correlation to quickly and accurately resolve groups of issues from analyzed trends

Knowledge Management

Fully integrated, industry-leading knowledge management capabilities with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.


  • Built-in Knowledge Centered Service (KCS) to help deliver fast and accurate service and support
  • Lifecycle management of knowledge articles for effective curation and up-to-date information
  • Robust multi-media content for enhanced support
  • Additional BMC Helix Knowledge Management services facilitate real-time translations and contextual responses that further enhance out-of-the-box capabilities

Helix Insights

Visualize cross-functional service and operations management information. Powerful analytics and automatic creation of natural language narratives gives users faster insight into significant aspects of the data.


  • Visualize data about Incidents, Changes, Service Requests, Chatbot Conversations, Metrics, Events, Capacity, and more
  • Includes over a hundred out-of-the-box visualizations
  • Create custom reports and dashboards
  • Use the storyboard feature to create slide shows with functional report data
  • Get automated insights based on the relevance of data and collaborate seamlessly

Change Release Management

BMC Helix enables agile DevOps organizations to maximize the delivery and overall quality of service while ensuring governance and compliance as they pursue their journey to becoming an Autonomous Digital Enterprise.


  • Intelligent swarming and collaboration to get the right experts to resolve issues quickly
  • Simplified change request process with a guided process
  • Drag-and-drop change calendar
  • Automated and contextual collision detection and impact analysis
  • Enhanced risk analytics automate routine changes that don’t require interaction as well as deliver critical information needed for agent decisions

BMC Helix Digital Workplace

Modern self-service provides intuitive and intelligent consumer-like experiences to help organizations step into the future of work. Embed cognitive capabilities to revolutionize your employee experience


  • Intelligent self-service helps employees quickly solve problems before submitting an incident or request
  • Unified service catalog eliminates catalog confusion by presenting services from multiple business units in a single catalog
  • Consumer-like interface provides a familiar way to help employees get what they need with a one-stop shop for products and services
  • Omni-channel availability of value-added experiences and knowledge management helps employees find the information they need, when they need it
  • Easy administration with drag-and-drop workflow customization and configuration enhancements help drive faster resolution and better user experience

Asset Management

Provide complete lifecycle management of your IT assets, from procurement to end-of-life. BMC Helix ITSM: Asset Management reduces the total cost of ownership of items represented by your CIs and increases return on investment


  • Track asset depreciation over time
  • Ensure compliance and avoid audit costs with software license management
  • Proactively identify contract infringements and purchasing opportunities
  • Know exactly where your assets are located, who's using them, and how many there are
  • Make informed decisions about IT changes
  • Use remote support and automated configuration functions for client systems (desktop, laptops, phones)

Configuration Management (CMDB)

Support ITSM processes by providing a single source of reference for all your IT infrastructure and services. Use Helix CMDB to store and manage the configuration items (CIs) that represent your IT environment.


  • Improve user experience with a modern, persona-based UI
  • Increase efficiency and stability with a single source of reference for all your IT infrastructure and services
  • Reduce costs by automating tasks that previously required manual intervention
  • Minimize IT risks with better understanding of change dependencies
  • Operate services with clear insight into all parameters
  • Enable seamless integration between support and operations processes

Service Request Management

Define a catalog of service request types that reflect what services you offer to your internal or external customers.


  • Quickly gain efficiencies in the delivery and support of IT services through a self-service solution on top of your existing BMC Helix ITSM implementation (incident, change, asset, work orders)
  • Provide a centralized catalog of requests (including price, service-level targets, approval rules) to automate and monitor standard requests
  • Enable self-help through knowledge access to reduce the number of calls to the service desk

Service Level Management

Get the tools you need to define, track, and report service levels. Service targets are a means of monitoring and measuring performance of a service provider. In BMC Helix Business Workflows, case business analysts can configure service targets for case and task records by defining the service-level measurements and service-level milestones.


  • Service insight: Monitor targets, performance, and compliance with dashboards for the business and IT
  • Service improvement: Use trend data to proactively identify issues, prioritize based on business urgency, and track against continuous service improvement plans
  • Service excellence: Automate the collection, analysis, and presentation of service level information to free your staff to concentrate on delivering excellent service