Datasheet

BMC Helix ITSM

Realize 354% ROI, 45% improvement in service desk
resource efficiency with intelligent and predictive ITSM

PRODUCT DESCRIPTION KEY FEATURES

BMC Helix ITSM is a powerful, industry leading service management platform and BMC Helix ITSM delivers predictive ITSM
fueling your IT transformation with intelligent, people-centric user experiences that across multi-cloud environments

helps you work smarter. BMC Helix ITSM is delivered in the cloud, or as a hybrid or • Modern persona-based UX optimized
on-premises solution. across devices

BUSINESS CHALLENGE • Comprehensive and intuitive service

and change management capabilities
Today’s Service Management is human-driven and highly resource intensive. ITSM • BMC Helix Multi-Cloud Service
systems and processes are still manual, inaccurate, and slow, resulting in higher costs Management provides a seamless service
and lower productivity. Enterprise companies are migrating workloads to the cloud experience across multi-cloud environments
in order to spend less time on upgrades and achieve the flexibility to add compute • Cognitive automation capabilities that
power on demand. Companies expect easy and successful migration with reduced transform the agent experience
time and effort of upgrades by significant amounts. They also want to cut costs but • Powerful, stunning reports and
be able to have the power to scale elastically. visualizations allowing data driven insights

Service Management as a category is being disrupted by technologies like artificial • Container deployment lets you run BMC
Helix ITSM on any type of public cloud
intelligence (AI) and machine learning (ML), chatbots, virtual agents, and the Internet
of Things (IoT), which are all driving dramatic changes in how enterprises provide
KEY BENEFITS
services in the future. Savvy business leaders are jumping in headfirst and applying
• Transforming the agent experience with
these technologies to solve real business challenges and get a competitive edge in
cognitive automation
the market.
• Central, single-pane of glass
management across multi-cloud
BMC SOLUTION
environments
BMC Helix ITSM fuels your IT transformation with intelligent, people-centric user • Integrated collaboration tools to help
experiences that helps you work smarter. Delivered in the cloud for unprecedented agents better resolve issues
choice or hybrid or on-premise options – the decision is yours.
• Optimized across devices so you choose
what works for you
• Drag-and-drop report creation with
stunning visuals
• Quick time-to-value with out-of-the-
box ITIL®, best practice reports, and KPIs

Intelligent, predictive ITSM with cognitive

automation across devices
 PRODUCT DETAILS
BMC Helix ITSM has everything you need to deliver amazing, Out-of-the-box ITIL processes: You can align to ITIL best
predictive and industry leading service management to your practices quickly and cost-effectively along with expert
organization. services and training.

Modern persona-based UX optimized across devices: The Comprehensive Knowledge management: Built-in
experience is personalized to your role in the organization to Knowledge Centered Service (KCS) to help deliver fast and
maximize your effectiveness. The powerful, intuitive and accurate service and support. Life cycle management of
intelligent user interface that can be accessed across devices knowledge articles (including multi-media enhanced and
to help quickly and accurately resolve issues. external materials) for effective curation and up-to-date
information.
Cognitive automation capabilities that transform the
agent experience: Predictive service management through BMC Helix Multi-Cloud Service Management: Seamless
autoclassification, assignment, and routing of incidents, service experience across multi-cloud environments. Flexible
tickets and incoming emails. and configurable cloud-based multi-service, multi-provider
incident, change and problem management brokering
All IT service support functions integration: Intelligent and
including integration with leading agile dev tools.
context-aware integrated support capabilities including:
change, asset, service-level, service-request, identity, and Smart Reporting: Powerful, stunning reports and
knowledge management. visualizations allowing data driven insights.

Comprehensive and intuitive change management

capabilities: Gain direct visibility and data driven insights into
FOR MORE INFORMATION
business priorities.
To learn more about BMC Helix, please visit bmc.com/helix

Modern, persona-based UX across devices

About BMC
BMC delivers software, services, and expertise to help more than 10,000 customers, including 92% of the Forbes Global 100, meet escalating digital demands
and maximize IT innovation. From mainframe to mobile to multi-cloud and beyond, our solutions empower enterprises of every size and industry to run and
reinvent their businesses with efficiency, security, and momentum for the future.

BMC – Run and Reinvent www.bmc.com

BMC, BMC Software, the BMC logo, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered or pending registration with the U.S. Patent and
Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration
in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2020 BMC Software, Inc.
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