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Mar 11, 2024

HELIX-ITSM is a comprehensive IT service management (ITSM) solution developed by BMC Software. ITSM involves the design, delivery, management, and support of IT services to meet the needs of an organization. HELIX-ITSM provides a range of functionalities to streamline IT service delivery and support processes, including incident management, change management, problem management, service level management, and asset management.

Here are some key features and capabilities of HELIX-ITSM:
Incident Management:
  • HELIX-ITSM enables organizations to efficiently manage and resolve IT incidents, minimizing disruptions to business operations. It allows IT teams to log, prioritize, assign, and track incidents through resolution.
Change Management:
  • HELIX-ITSM facilitates the planning, implementation, and tracking of changes to IT infrastructure and services in a controlled and systematic manner. It helps organizations reduce the risk of disruptions caused by changes.
Problem Management:
  • HELIX-ITSM helps IT teams identify and address the root causes of recurring incidents and problems, thereby preventing future incidents and improving service reliability.
 Service Level Management:
  • HELIX-ITSM allows organizations to define, monitor, and manage service level agreements (SLAs) to ensure that IT services meet the agreed-upon levels of performance and availability.
Asset Management:
  • HELIX-ITSM provides capabilities for managing IT assets throughout their lifecycle, including procurement, deployment, maintenance, and retirement. It helps organizations optimize asset utilization, reduce costs, and ensure compliance with regulatory requirements.
Self-Service Portal:
  • HELIX-ITSM offers a self-service portal where end users can log incidents, request services, and access knowledge articles to troubleshoot common issues independently.
Reporting and Analytics:
  • HELIX-ITSM includes reporting and analytics capabilities to track key performance indicators (KPIs), identify trends, and make data-driven decisions for continuous improvement of IT services.

HELIX-ITSM by BMC is designed to help organizations enhance the efficiency, reliability, and quality of their IT service delivery and support processes, ultimately enabling them to better meet the needs of their users and stakeholders.

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