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Resource Guide

BMC Helix Remedy

Service Management
Service Description

bmc.com
Table of Contents
3 WHO IS BMC?
12 AUDITING
WHY HELIX REMEDY?
AUTHENTICATION
SCOPE

MONITORING
4 WHAT YOU GET WITH YOUR SUBSCRIPTION

SERVICE APPLICATION COMPONENT DETAILS

SECURITY

5 SERVICE DELIVERY 13 INTEGRATIONS

LANGUAGE SUPPORT 14 CUSTOMIZATIONS
SUPPORTED BROWSERS
APPLICATION PATCHES

6 SERVICE ENVIRONMENT DETAILS

APPLICATION UPGRADES

DATA CENTERS
IMPLEMENTATION SERVICES

7 HIGH AVAILABILITY
15 DATA EXTRACTION AND REMOVAL
SERVICE STATUS
DATA RESIDENCY
8 REPORTING
ADDITIONAL SERVICES
I.ONBMC.COM SERVICE PORTAL
SUMMARY
BUSINESS RELATIONSHIP MANAGER

9 SERVICE LEVELS AND SUPPORT HOURS

TECHNICAL SUPPORT SCHEDULE AND

RESPONSE TARGETS

PLANNED MAINTENANCE WINDOWS

SERVICE ADMINISTRATION

10 CHANGE MANAGEMENT PROCESS

11 DATA BACKUPS, RETENTION AND ARCHIVING

DISASTER RECOVERY

2
WHO IS BMC?
BMC delivers innovative software solutions that help IT transform digital enterprises for the ultimate competitive business
advantage. From mainframe to cloud to mobile, we pair high-speed digital innovation with robust IT industrialization—allowing
our customers to provide amazing user experiences with optimized IT performance, cost, compliance, and productivity. We
believe technology is the heart of every business, and IT drives business to the digital age.

BMC’s enterprise-grade IT service management (ITSM) solution, Remedy®, is the most complete and advanced ITSM solution
available. Built on more than 20 years of leadership and experience, it’s robust enough to manage the most advanced technology
environments in the world.

The Remedy suite drives standardized, simplified back-office automation and integration that delivers the following industry-
leading benefits, for clients on-premises and in the cloud:

• Better business decision making due to transparency into how every person, action, project, and activity links to business
services via business modeling in our scalable, federated Atrium Configuration Management Database™ (CMDB), which uses
automated discovery and dependency mapping, and how incidents can or will impact business performance.
• Increased customer satisfaction due to meeting user expectations for problem resolution by incorporating current trends in
self-service, collaboration, mobility, virtual chat, live chat, application access, analytics, social media, cloud-based delivery, and
licensing flexibility (e.g., named and concurrent).
• Advanced automation and integration from service support into IT operations management (ITOM), based on an incredibly
versatile service support platform via shared data models into adjacent disciplines, such as systems monitoring, impact
simulation, capacity management, performance and availability management, and application management.

WHY HELIX REMEDY?

In this fast-paced world, business needs and risks can change almost on a daily basis. BMC Helix Remedy Service Management offers
unparalleled bidirectional portability. You can move from on-premises to on-demand, or on-demand to on-premises, based on your
business requirements. This flexibility reduces your risk when it comes to selecting the cloud as your deployment model.

Retooled to support container-based architecture, the BMC Helix Remedy Service Management service provides all the benefits of
the market-leading Remedy Service Management Suite in a cloud-based solution with anytime, anywhere access to a self-service
service desk, change and release management, asset and service level management tools, and more. Start with out-of-the-box
applications or customize your own IT processes with drag-and-drop ease. Set up a self-service portal with a virtual service agent to
help your end users. Mobilize your IT support staff with native incident and approval applications. Choose your cloud location of
choice from BMC’s global data center options utilizing either the BMC private cloud or select third-party locations.

BMC Helix Remedy Service Management has all the benefits of the cloud plus the flexibility of a solution that is tailored to meet your
needs. BMC’s flexible upgrade process, approach to personalized customizations, and powerful integration facilities provide a
balance between capabilities and flexibility that enterprises need when operating in a hybrid cloud and on-premises environments.

SCOPE
This service description document describes the core aspects and capabilities that the BMC Helix Remedy Service Management
service provides. Detailed explanations of in-application functionality are not included in this document. However, for more
information regarding functional aspects of the Remedy Service Management Suite, click here.

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WHAT YOU GET WITH YOUR SUBSCRIPTION
For a monthly, per user subscription fee, you get web access to the BMC Remedy Service Management Suite, built on a scalable,
fully managed global infrastructure, with 24x7 monitoring, disaster recovery, security, and BMC expert staff managing all patches
and upgrades.

Helix
Remedy Service
Management

Service Management Suite Optional Services

 Incident Management  Asset Management  Digital Workplace Advanced  Remote Enhancement Service
 Problem Management  Change Management  Concierge Named Technician  Premium DR services
 Knowledge Management  Digital Workplace Basic  Additional environments
 Service Level Management  Smart IT
 Smart Reporting

Capabilities & Functionality

SERVICE APPLICATION COMPONENT DETAILS

The service is provided based on a number of core application components:

Component Purpose

BMC Helix Platform The BMC Helix Platform is a foundation service that provides service activation, assignment of
a Business Relationship Manager and standard technology components such as Helix Single
Sign-on and the Helix Client Gateway. It also entitles you to a base Helix Innovation Suite service
to expose you to the capabilities of our custom applications platform.

BMC Helix Remedy Service Provides out-of-the-box ITIL® service support functionality for the following processes: incident,
Management problem, change, release, asset, service level management, service request management,
knowledge management, and the Atrium Configuration Management Database (CMDB).

BMC Helix Remedy Service BMC Helix Remedy Service Management with Smart IT is the next-generation user
Management with Smart IT experience for your support staff. It provides a single interface to create incidents, work
orders, change requests, and service requests. Using special characters and keywords, Smart
IT can automatically create a ticket or display related templates for quick ticket submission.

BMC Helix Remedy Service BMC Helix Remedy Service Management Smart Reporting is designed with the non-technical
Management Smart Reporting user in mind. Use this web-based or mobile reporting tool to view out-of-the-box reports and
dashboards, as well as to configure custom views of your cross-application data.

BMC Helix Digital Workplace The Helix Digital Workplace Basic subscription, included with your Helix Remedy Service
Basic Management service, provides a simple, self-service application that transforms your end users’
IT experience through a unified service catalog. Features include knowledge articles, assistance
through self-help resources, appointments, broadcasts, and approvals.
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BMC Helix Digital Workplace The Helix Digital Workplace Advanced subscription extends the self-service subscription to
Advanced (Optional Service) include follow capabilities, location and service health features, and virtual chat services. Provides
self-help users the ability to resolve incidents on their own through an intelligent interaction with
a virtual chat agent. If an answer can't be found, the chat session can be routed to a live service
agent. This service also provides agent-to-agent collaboration in a private chat room. Additionally,
this service provides service brokering capabilities that aggregates and manages multiple
service catalogs to enable you to offer any type of service from any supplier through a single
consumer-like app store experience.

BMC Helix Chatbot Using cognitive technologies, the BMC Chatbot service enables your end users to request
(Optional Service) services and resolve their issues in a conversational interface. Using natural language, BMC
Chatbot can report issues, create requests, or search knowledge articles.

BMC Helix Cognitive Transform from ITSM to Cognitive Service Management by adding the Helix Cognitive Automation
Automation (Optional Service) service. Using IBM Watson machine learning and conversation capabilities, this service enables you to
automate your application workflow tasks, such as assignment and categorization.

BMC Helix Integration Service Available with Helix Digital Workplace Advanced, this service allows you to easily design
(Optional Service) and automate event-driven tasks across applications by using out-of-the-box connectors or
developing your own.

SERVICE DELIVERY
The service is provided based on a number of service management components:
• Environment provisioning, support, and management: All environments are controlled, monitored, and managed by BMC SaaS
Operations, including the underpinning application and infrastructure aspects of the service. Areas of focus include hosting,
storage, network, application software, and the connectivity between BMC and the customer. Additionally, the service includes
the management of common activities such as backup and recovery.
• IT service management functions: BMC provides solutions to manage customer service related incidents, changes, and requests.

• Disaster recovery: BMC SaaS Operations manages the necessary services to achieve agreed recovery time objectives (RTO) and
recovery point objectives (RPO).

LANGUAGE SUPPORT
BMC Helix Remedy Service Management is available in many languages, including English, French, German, Italian, Spanish,
Brazilian Portuguese, Simplified Chinese, Korean, and Japanese.

SUPPORTED BROWSERS
The BMC Helix Remedy Service Management service supports a rich set of current browsers and mobile devices to enable
flexible access to the service. BMC publishes the compatibility matrix online and any updates are captured in release notes.

The service currently supports the following browser types (at time of publishing):

Service currently supports the following mobile device operating systems:

Mozilla Firefox® Microsoft Internet Explorer® Microsoft Edge Google® Chrome®

iPhone®, IPad® Android™ phones, Android tablets

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SERVICE ENVIRONMENT DETAILS
The BMC Helix Remedy Service Management service provides three separate environments: development, quality assurance
(QA), and production. Application updates flow from the development environment through to QA before going live in
production. You have the infrastructure and compute capacity to simultaneously develop changes and validate them, while
knowing your production environment will not be changed until you are ready. Additional environments for training, secondary
testing, and other activities are available for an additional monthly fee.

Dev/Sandbox QA Production

• Integrations • Customizations • Staging for production • Controlled environment

• Upgrades • User acceptance testing • 99.9% SLA

• Customer data is not comingled with other customer data

• Environments are available to customers at all times and do not require a request to be created for provisioning

• All services are delivered and hosted from secure data center facilities

DATA CENTERS
The BMC Helix Service Management data centers are top-tier data centers and are manned and monitored around the clock,
365 days a year. Monitoring includes electrical, environmental, and backup systems. Primary data centers are backed up by
a geographically-dispersed data center for disaster recovery purposes.

Data Center Global Network

• Chicago, IL • Slough, UK • London, UK
• Mississauga, ON • U.S. East Coast (FedRAMP) • Sydney, NSW
• Zwolle, Netherlands • Santa Clara, CA • Toronto, ON
• Amsterdam, Netherlands • Select Amazon Web Services locations

ZWOLLE, NETHERLANDS
LONDON, UK AMSTERDAM, NETHERLANDS
SLOUGH, UK

CHICAGO, IL TORONTO,
TO ON
O Primary Data Center
SANTA CLARA, CA MISSISSAUGA, ON
U.S. EAST COAST (FEDRAMP)
Secondary Data Center

Primary Data Center (Public Sector)

Secondary Data Center (Public Sector)

Primary/Secondary (FedRAMP)
Select Amazon Web Services locations

SYDNEY, NSW

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HIGH AVAILABILITY
The BMC Helix Remedy Service Management service is designed from the ground up for high availability. This design starts with
hardened data centers, followed by redundant hardware, and is completed with software that gracefully handles failures without
impacting customers. Our architecture ensures that most failures are completely transparent to users. This means that our
disaster recovery plan is reserved for real disasters, not common failures.

HUMAN LAYER
NOC - Network Operations Center
SOC - Security Operations Center
Customer Application Administration Storage Management
System Engineering Data Center Operations
Database Administration Service Management

INFRASTRUCTURE MANAGEMENT TOOLS

Change & Patch System & Application Network

Management Management Management

CUSTOMER LAYER
AVAILABILITY ZONE 1

Router Firewall Switch Reverse Switch Mid Tier Server 1 Database 1 Back Up
Proxy Server 1
AVAILABILITY ZONE 2 (1+ or more)

Router Firewall Switch Reverse Switch Mid Tier Server 2 Database 2 Back Up
Proxy Server 2
(1+ Or More)

SERVICE STATUS
BMC Helix Remedy Service Management customers have access to a self-service status page. This status page provides a
real-time, online dashboard to monitor activity and usage of the service. The site provides historical activity and daily status
updates for components and login response times.

Customers can use this tool by logging in to the i.onbmc.com support portal. An example of this dashboard is below.

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REPORTING
The BMC Helix Remedy Service Management service provides the following reporting options to customers.
• In-application reporting including BMC Helix Remedy Smart Reporting – Basic reporting embedded within the application
and available to all users of the service. Smart Reporting features actionable content, self-service analytics, mobile access, and
social collaboration.
• Open Database Connectivity (ODBC) access – Third-party reporting tools with appropriate permissions can access any
information in the AR System database via ODBC. ODBC access is only permitted as read-only and may be granted to the
production database.

I.ONBMC.COM SERVICE PORTAL

BMC’s SaaS support portal, available at http://i.onbmc.com, provides an easy way for customers to report incidents, request
operational assistance, view service reports, and quickly search product documentation and knowledge sources.

This portal offers an intuitive interface for the management of a variety of service components including:
• Reporting an incident

• Requesting a service

• Service reports

• Links to product documentation and service knowledge base

• Real-time service availability notifications

• Service health and performance metrics (from both the monitored application level and a simulated end user experience)

• License usage statistics

• One-click change approvals

• Calendar view of scheduled change requests

• In-application peer social collaboration with timeline view

• Service delivery feedback

BUSINESS RELATIONSHIP MANAGER

Customers are assigned a Business Relationship Manager (BRM) to help provide a personalized experience for your service
delivery. The BRM is a BMC named resource who is focused on driving value realization and business alignment for the Helix
services. The following list describes key responsibilities of this role:
• Serve as an escalation point for business-impacting service and product issues and service requests

• Coordinate periodic service reviews

• Lead the planning of product upgrades and patches with the BMC SaaS Operations staff on your behalf

• Facilitate touch point meetings to address overall customer experience, quality of service, and service delivery concerns

• Coordinate with various internal teams to ensure consistent alignment of standard processes

• Monitor service quality throughout the lifecycle

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SERVICE LEVELS AND SUPPORT HOURS
As a cloud-based solution, the BMC Helix Remedy Service Management service allows customers to connect to the application
via any supported web browser.

Service Operation Hours

The BMC SaaS Operations organization operates and manages the Helix services 24 hours a day, 7 days a week.

Service Level Availability

All Helix services provide a 99.9% service availability commitment for production environments.

TECHNICAL SUPPORT SCHEDULE AND RESPONSE TARGETS

Severity Time Schedule Initial Response Targets

S1 24x7 (includes published holidays) S1: 15 minutes

S2 Local Business Hours: 7am-7pm; M-F S2: 30 minutes

(excludes published holidays)

S3 Local Business Hours: 7am-7pm; M-F S3: 4 business hours

(excludes published holidays)

S4 Local Business Hours: 7am-7pm; M-F S4: 16 business hours

(excludes published holidays)

PLANNED MAINTENANCE WINDOWS

Standard maintenance windows are published in advance, typically outside of normal business hours for the region. Reminders
are sent at least ten days prior to maintenance. Standard production monthly maintenance windows are a maximum of four
hours in duration, with a goal of zero downtime. While most maintenance will not require downtime, infrastructure and shared
service upgrades may require downtime within this window.

SERVICE ADMINISTRATION
The service is controlled by a formal change management process operated by BMC. Customers have full access to the
development environment and limited access to quality assurance and production environments.

Responsibility for administrative tasks and activities are separated into the following activities:

Activity Responsibility Notes Description

Data Administration Customer Foundation Data Management of foundation and other

Service Catalogue Data customer data
Knowledge Data
Report Data

End User Support Customer User Requests Support of end user requests and issues
User Incidents

User Administration Customer Create, Update, Delete Users Management of users and permissions

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Activity Responsibility Notes Description

Service Administration BMC Service Change Management Management and control of the service
through operation of incident, change, and
request processes

Application Maintenance BMC Promotion of QA and Management and support of the ITSM
Production Changes applications necessary to support the agreed
level of availability and to undertake patching,
upgrade, and code promotion

Management and support of the data center

Infrastructure Administration BMC infrastructure necessary to support the
agreed level of availability

CHANGE MANAGEMENT PROCESS

The service is controlled via a defined change management process.

Aspect Description

Scope Includes Process used to implement standard integrations, fix defects by using hot fixes, and make system
configuration changes. These changes can involve hardware, software, or minor code changes.
The process is also used to migrate changes from one environment to another.

Customer-managed systems outside of the BMC hosted environment.

Scope Excludes Customer-managed standard changes (see definition below) made as part of the daily
administrative process.

Change Types Standard change: A pre-authorized change that is considered low risk and relatively common,
and does not require a Request for Change (RFC) document.

Non-standard change: A change that is more complicated than a standard change and requires
an RFC.

Emergency change: A response to a critical IT situation. An emergency change can be a standard

or non-standard change.

Standard Change Examples Add/modify/delete user permissions

Add/modify/delete a user in support groups

Non-Standard Migration of Service Request Definitions (SRDs)

Change Examples Patch/Upgrades - OS, application, database

When a change requires an RFC, a defined process is followed:

• The change is reviewed against impact and urgency, and is approved by the Change Advisory Board (CAB)

• Changes approved by the CAB are then scheduled for implementation

• Changes affecting QA or production will involve customer approval

• Changes involving a customization (such as new integrations or changes to workflow) may be reviewed by the
Customization Review Board (CRB) prior to submission to the CAB if required
Self-service for the migration of changes from one environment to another is available using the in-application Deployment
Application utility.
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DATA BACKUPS, RETENTION AND ARCHIVING
• Backup data and archived data are retained in the customer’s instance as necessary to comply with customer requirements.

• Customers can manage their own archive strategy via use of the in-application archive management utility.

• BMC takes regular backups of the data and, upon request, backups are encrypted with AES 256.

The following table illustrates the backup characteristics for the service:

Environment Frequency Backup Type Retention Media Storage Location

Production Daily Full 14 Days Disk Primary and Secondary

Production Weekly Full 14 Days Disk Secondary

Production Monthly Full 90 Days Disk Secondary

Development, QA Daily Full 7 Days Disk Secondary

DISASTER RECOVERY
The BMC’s SaaS Business Continuity Plan addresses actions required by BMC should a disaster impact a customer’s primary
processing location. This plan is tested on a regular basis. The service offers options for disaster recovery to suit a customer’s
individual recovery point and recovery time objectives.

The service offers two levels of disaster recovery (DR):

DR Level Purchased Recovery Time Objective Recovery Point Objective

Premium 4 Hours 15 minutes

Standard 7 Days 15 minutes

• Disaster recovery is based on recovery point objectives (RPO) and recovery time objective (RTO).
–– The recovery point objective measures the maximum loss of data before the disaster occurred.
–– The recovery time objective measures the target restoration time of the service after a disaster.
• The Premium DR option provides an RPO of 15 minutes and an RTO of 4 hours. This option includes the pre-provisioning of
hardware, network, storage area network (SAN), connectivity, software, and the application preconfigured to emulate the
production environment. The production environment is fully replicated at the alternate site. This option includes an annual
DR test coordinated with the customer.
• The Standard DR option is included with your BMC Helix Remedy Service Management core subscription and provides an RPO
of 15 minutes and an RTO of 7 days. With the Standard DR service, the production environment is replicated at the alternate
site after a disaster is declared.

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AUDITING
The service provides the following audit information:

Component Retention

OS Security Logs Six months online

Application Logs In application (three years)

Application audit logs are made available to customers upon request.

AUTHENTICATION
The preferred authentication method for access to the service is the Security Assertion Markup Language (SAML). This is
a software-as-a-service (SaaS) standard method for authentication services. Other methods are also supported, such as native
Remedy authentication.

MONITORING
The BMC SaaS Network Operations Center (NOC) makes extensive use of BMC’s world-class monitoring and automation
solutions. All customer environments are monitored 24x7, and our NOC frequently resolves potential incidents before they
impact our customers. Should a customer’s service be impacted, automated root cause analysis data via the BMC TrueSight
Operations Management tool and extensive automations using BMC Atrium OrchestratorTM dramatically reduce mean time to
repair (MTTR) measurements.

SECURITY
BMC understands that the confidentiality, integrity, and availability of your operational information are vital to your organization. We
use a multi-layered approach to protect your data, constantly monitoring and improving applications, systems, and processes. Our
Security Operations Center (SOC) and NOC teams work 24x7x365 to ensure the continuous and secure operation of your service.

BMC’s Helix offerings are based on NIST (National Institute of Standards & Technology) controls to provide enterprise-grade
security for our customers. BMC utilizes a defense in-depth methodology that focuses on redundant controls to prevent and
mitigate impacts to the confidentiality, availability, and integrity of customer data and services.

BMC’s security strategy includes the following layers:

• Governance

• Physical

• Perimeter

• Network DATABASE SERVER WEB/APP SERVER LOAD SSL

CLUSTERS CLUSTERS BALANCERS ACCELERATORS INTERNET
• End Point FIREWALLS

• Application

• Data

Safeguarding the privacy and security of personal information is a top priority for BMC in our data driven-economy. In support
of this principle, BMC’s SOC team performs numerous checks against threat and vulnerability assessments, including monthly
vulnerability scans against all internal systems, annual penetration tests from an authorized third-party, ongoing web application
penetration tests, and application reviews for all major releases. Findings are reviewed by the SOC and system owners as part of
the monthly maintenance process. Prior to application release, BMC utilizes Open Web Application Security Project (OWASP)
and other leading tools to proactively detect security-related issues in the code and third-party libraries in our solutions.

All customer environments are deployed on a single tenant architecture utilizing a shared hardware and network infrastructure,
with applications and databases logically separated. No data is co-mingled and customers retain ownership of their data at all times.

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Helix Remedy services support encryption of both data in transit over the web and data at rest. Data in transit utilizes encryption
technologies such as HTTPS/SSL, TLS, AES and IPSec. Two options are provided for encryption of data at rest:

• The entire database can be encrypted at rest upon request using Microsoft’s Transparent Data Encryption (TDE) module

• You may encrypt only certain character fields

Ongoing compliance attestation includes:

• EU accreditation for Data Privacy Binding Corporate rules as both a Controller and Processor of personal data. See Data Privacy
Binding Corporate Rules.
• General Data Protection Regulation (GDPR) compliance and product capabilities

• SSAE SOC 2 Type II audits for security governance, risk management, logical and physical access controls, systems operations and
change management
• Cloud Security Alliance – see BMC STAR Self-assessment.

• FedRAMP certification for the Federal Information Processing Standards (FIPS) 199 Moderate impact level. See BMC FedRAMP
authorization details.
• Various data center compliance types including, at a minimum, ISO 27001.

INTEGRATIONS
BMC provides a flexible model for data integrations to and from its Helix services. Integrations may be configured using any
approved communication method or adapter shown below.

Method or Adapter Description

• This integration technology (XML, WSDL, UDDI, REST and SOAP) allows you to build distributed
applications without programming and is preferred method for integrating with BMC Helix Remedy
Service Management.
Web Services
• Use the Set Fields workflow action and a Web Services object to consume third-party web services
in BMC Remedy AR System applications.

• Use BMC Remedy AR System to create and publish a Web Services object.

The BMC Remedy AR System API on the server is the most technically complex method. It requires
C API knowledge of C programming and building executables. However, it provides access to all AR System
server functionality for a tightly linked and high-performance integration.

The AR System Java API is a collection of Java classes that provide AR System C API functionality in
Java API a Java development environment. Developers can use this abstraction layer to quickly build enhanced
applications for the web.

AR System clients perform data operations on external systems through the AR System server,
BMC Remedy plug-in service, and plug-in related APIs. The plug-in service extends the AR System server to
AR System Plug-ins integrate with external data sources. The AR System server connects to the plug-in service, which
activates the proper plug-in when a transaction is made.

Open Database Connectivity Third-party tools with appropriate permissions can access any information in the AR System database
(ODBC) Access via ODBC. Access is only permitted as read-only and may be granted to the production database.

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 Method or Adapter Description

The BMC Atrium Integrator adapter provides a single method of importing and exporting data to and from
BMC Atrium Integrator AR System and the BMC Helix Remedy Service Management service. It supports the ability to import and
export data from multiple types of data sources.

Flat files may be pushed to a folder on the Mid Tier or AR server (depending on requirements) using
the file transfer protocol (FTP). Both encrypted and unencrypted connections and transfers are
Managed file transfer supported, however encryption is recommended. The MFT process moves data to a point that can be
consumed by other mechanisms (such as AI or the data management utility) for importing data into
BMC Helix Remedy Service Management applications.

Security Assertion Markup SAML is a standards-based authentication protocol that allows federated authentication between your
Language (SAML) cloud environments and your local directory service. It is the preferred method for authentication.

The inbound and outbound email integration service enables customers to open requests in their
Simple Mail Transfer Protocol
cloud environments using email and to receive notification emails for events such as incident creation
(SMTP) Transactions
and updates.

Integration Without VPN: The BMC Helix Client Gateway

Cloud to on-premises integrations can pose a substantial challenge when the integration architecture requires using a low-level
network connection. This network connectivity, over the TCP protocol, normally requires a full site-to-site VPN connection
between a customer’s premises and the BMC Helix data centers. The BMC Helix Client Gateway solves this challenge by
transporting TCP connections using internet friendly WebSocket technology. The connections from the Helix Client Gateway
can traverse proxies and firewalls without special rules or opened ports.

CUSTOMIZATIONS
BMC’s Helix Remedy Service Management customers receive the same flexibility for application customizations as on-premises
customers. Customers are responsible for the maintenance and monitoring of their customizations. Custom APIs developed to
integrate with the application will need to be secured and encrypted by the developer. Custom data integrations are moved to
production through our change management process. Please see the “Helix Remedy Service Management Subscriber
Information” section of docs.bmc.com for more information.

APPLICATION PATCHES
BMC manages all patching and maintenance of the underlying infrastructure of its Helix services. This includes application of
patches, service packs, and upgrades.
• Each environment is patched separately per the change management process.

• Application patches applied to development are not promoted to QA or production until the customer has completed testing
against customer-specific customizations and integrations.
BMC provides monthly hot fixes and quarterly service packs for its Helix Remedy Service Management customers. Hot fixes
address known issues, and service packs may include improved or incremental functionality.

APPLICATION UPGRADES
The BMC Helix Remedy Service Management offering simplifies upgrades, making long service engagements unnecessary. BMC’s
patented overlay technology ensures customers are able to upgrade regardless of the customizations that have been made to
their systems. Customers are notified of new releases upon availability.

IMPLEMENTATION SERVICES
BMC recommends that onboarding services be provided through BMC Global Services or a BMC trusted partner. Our service
provides significant out-the box functionality to allow customers to immediately realize value; however, customizations are
allowed based on your business needs.
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DATA EXTRACTION AND REMOVAL
BMC customers retain ownership of their data at all times. Should a customer decide to leave the service, BMC will provide a full
database backup upon request. Additionally, customers may choose to archive and export transactional data to a comma
separated value (.csv) file via the in-application archive utility at any time.

Customer data is then permanently removed via destruction of the database encryption keys and data being overwritten with
binary zeroes.

DATA RESIDENCY
BMC’s Helix services provide for data residency requirements according to the customer’s initial selection of data centers. Once
selected, data remains within the data centers of that country.

ADDITIONAL SERVICES
Additional services are available to meet our customers' specific business needs:

Remote Enhancement Service

The remote enhancement service is designed to keep your BMC Helix Remedy Service Management solution mapped to your
business requirements as these requirements evolve. Generally, the Remote Enhancement service includes customizations
development and maintenance, assistance with integrations, bulk data loads, etc. Please see the “Helix Remedy Service
Management Subscriber Information” section of docs.bmc.com for more details on this service.

Concierge Named Technician

The named technician option provides a certified technical support analyst from the SaaS support organization dedicated to
your support needs. This named resource will provide the following services:
• Manage all customer issues with impact levels 2 through 4

• Complete pre and post upgrade and patch validation of customer use cases prior to delivery

• Work comparable hours to match the customer’s business days (Monday through Friday)

• Participate in weekly issue review meetings and, when needed, participate in change approval meetings with the customer

SUMMARY
In today’s competitive environment, many enterprises would rather trust the day-to-day operational elements of their IT service
management to an expert with the resources to manage the operating costs, maintenance, and upgrades to their ITSM hardware
and software. BMC Helix Remedy Service Management lets you stay focused on things that matter most to your business.

You can depend on the fact that no matter what happens in your business world, you’ll have the power of the cloud with
a flexibility no other cloud-based solution can offer. This includes flexibility like multiple licensing models and the ability to
move from a cloud solution to on-premises if necessary for your business. You’ll have powerful out-of-the-box functionality
with flexible options for disaster recovery, advanced customer support, reporting, self-service features, configuration vs.
customization, and more.

BMC Helix Remedy Service Management is a cloud-based ITSM offering, making enterprises fast and flexible. Transform your
enterprise with BMC Helix Remedy Service Management.

BMC delivers software solutions that help IT transform digital enterprises for the ultimate competitive business
About BMC
advantage. We have worked with thousands of leading companies to create and deliver powerful IT management
BMC helps customers run and reinvent their businesses with open, scalable, and modular solutions to complex IT problems. Bringing
services. From mainframe to cloud to mobile, we pair high-speed digital innovation with robust IT industrialization—
both unmatched experience in optimization and limitless passion for innovation to technologies from mainframe to mobile to cloud
allowing our customers to provide amazing user experiences with optimized IT performance, cost, compliance, and
and beyond, BMC helps more than 10,000 customers worldwide reinvent, grow, and build for the future success of their enterprises.
productivity. We believe that technology is the heart of every business, and that IT drives business to the digital age.
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