BMC Helix ITSM is a low-/no-code solution for enterprises to quickly build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management.

• AI service management (AISM): Harness intelligent and automated case routing; automate out-of-the-box IT workflows and extend or duplicate to expedite new service creation or line-of-business (LoB) support; predict incidents before they occur; and mitigate risk with root cause isolation/analysis.
• Automated trouble ticketing: Use BMC Helix Innovation Suite to create and automate business processes and applications across the cloud and on-premises without learning programming languages or complex development tools. Improve efficiency, responsiveness, and resolution with AI-powered ticket tracking, routing, and notifications.
• IT asset management: Discover IT assets across the environment—with or without agents—to map dependencies across physical, virtual, cloud, and ephemeral components and populate the BMC Helix Configuration Management Database (CMDB). Augment IT asset management with BMC Helix Discovery on-demand or scheduled data ingestion and discovery, including manually entered product end-of-life notices and third-party information, for continual updates of assets and supporting service models.
  
• Open, no-code integrations: Leverage native connectors or BMC Helix iPaaS with pre-built BMC Helix ITSM integrations for third-party ticketing, DevOps, operations, security operations, customer service management, and alerting solutions.
•  ITIL® 4-certified incident, problem, and change management: Leverage BMC Helix ITSM to integrate proven and certified ITIL® 4 best practices to optimize value from IT and digital services. Ensure that service interruptions incidents get resolved as quickly as possible. Determine, isolate, and remove the cause problem that led to the incident. 
• Integration with Other Tools: TrueSight Operations Management can integrate with other IT management tools and IT service management systems to provide a unified view of IT operations and streamline workflows.
• Ticket deflection support: Integrate BMC Helix ITSM knowledge swarming (ChatOps), BMC Helix Virtual Agent with live chat cutover, and NLP-powered BMC Helix Knowledge Management articles to promote self-service tools, resources, and user adoption.

BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.