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HELIX - ITSM
May 20, 2024

HELIX ITSMdeveloped by BMC Software, is an IT Service Management (ITSM) platform designed to streamline and automate IT service delivery and support processes. It provides a comprehensive set of tools and features to manage incidents, problems, changes, assets, and service requests within an organization's IT infrastructure.

Key features of HELIX ITSM include:
Incident Management:
  • Enables IT teams to efficiently manage and resolve incidents, minimizing disruption to business operations.
Problem Management:
  • It helps identify and address the root causes of recurring incidents to prevent future disruptions.
Change Management: 
  • Facilitates the planning, approval, and implementation of changes to IT systems and services while minimizing risk.
Asset Management
  • Provides a centralized repository for managing IT assets, including hardware, software and other configuration items.
Service Request Management
  • Streamlines the process of requesting IT services and ensures timely fulfillment of service requests.
 Knowledge Management:
  • Offers a centralized knowledge base to capture, organize and share information to help IT teams resolve issues more efficiently.
Service Level Management:
  • Allows organizations to define, monitor and report on service levels to ensure service delivery meets agreed-upon standards.

BMC HELIX ITSM is built on a modern, scalable architecture, making it suitable for organizations of all sizes and industries. It aims to improve IT service quality, reduce costs, and enhance customer satisfaction by aligning IT services with business objectives and best practices. Additionally, HELIX ITSM can be integrated with other BMC solutions and third-party tools to further extend its capabilities and integrate with existing IT infrastructure.

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