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Remedy Service Management

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BMC Helix ITSM transforms core Remedy capabilities to deliver unprecedented ROI for your enterprise

BMC Helix ITSM combines the latest in digital, cognitive, and automation technologies with the best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you to provide superior service management across multi-cloud environments that is intelligent and predictive.

Your next-generation ITSM solution

BMC Helix ITSM is a powerful, people-centric solution that exploits emerging technologies such as AI and machine learning. When you move up from Remedy on-premises to BMC Helix ITSM you gain:

  • Predictive service management through auto-classification, assignment, and routing of incidents
  • Embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers
  • Integrations with leading agile DevOps tools such as Jira
  • Cognitive email analysis and automated actions on behalf of the user
  • Operational and deployment efficiencies via containerization
  • Optimized for ITIL® V4
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See what BMC Helix ITSM has to offer

Incident & Problem Management

Incident & Problem Management

Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

  • Integrate all IT service support functions including change, asset, service level, service request, identity, and knowledge management
  • Gain direct visibility into business priorities through integration with a single CMDB
  • Achieve lower call volumes with intelligent, omni-channel self-service via BMC Helix Digital Workplace
  • Align to ITIL® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes

Knowledge Management

Bring key information to customers and support personnel, right where they need it.

  • 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
  • External knowledge integrations to bring in multiple and disparate sources to help resolve issues
Knowledge Management
Multi-Cloud Service Management

BMC Helix Multi-Cloud Service Management

Deliver a seamless service experience across multi-cloud environments.

  • Enjoy flexible and configurable cloud-based multi-service, multi-provider incident brokering
  • Collaborate effectively with service vendors to troubleshoot and resolve issues
  • Tightly integrate incident, problem and change management with leading agile dev solutions
  • Audit service performance capabilities to measure service integrity

Smart Reporting

Turn powerful reports into stunning dashboards quickly and easily.

  • Includes 90 out-of-the-box reports to get started quickly
  • Create custom reports and dashboards
  • Use the storyboard feature to create slide shows with functional report data
  • Share and get insights with collaboration features
  • Get automated insights based on the relevance of data
Smart Reporting
Change Management

Change Management

Document and coordinate activities for change requests across your entire IT landscape—from data centers to desktops.

  • 40% reduction in failed changes through controlled release management
  • 55% reduction in cost per change event by using automated collision detection and impact analysis
  • 35% increase in process efficiency with out-of-the-box ITIL alignment
  • 33% reduction in level-one ticket costs as a result of reduced help desk calls

Release Management

Combine multiple change requests into a single release and manage all related activity in support of a successful release.

  • Track and manage change and deployment activities
  • Automatically notify stakeholders at every phase of the release process
  • Meet auditable requirements for traceability through service transition
  • Deliver changes faster at an optimum cost and with minimized risk
Release Management
BMC Helix Digital Workplace

BMC Helix Digital Workplace

Deliver intelligent, omni-channel self-service experiences.

  • Enjoy conversational chatbot experiences that extend to Slackbot, SMS, and Skype
  • Provide one-click self-service across all devices
  • Deliver users a consumer-like service catalog for easy access to products and services

Asset Management

Provide complete lifecycle management of your IT assets, from procurement to end-of-life.

  • 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)
Asset Management
Configuration Management (CMDB)

Configuration Management (CMDB)

Support ITSM processes by providing a single source of reference for all your IT infrastructure and services.

  • 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

The tools you need to define, track, and report service levels

  • 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: By automating the collection, analysis, and presentation of service level information, you can free your staff to concentrate on delivering excellent service.

Getting started with BMC Helix ITSM is easy