HELIX-ITSMis 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.