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IT Service Management (ITSM)

Transform your service desk with the right ITSM solution

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Analyst research:

Gartner Magic Quadrant for IT Service Management Tools

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Forrester: Total Economic Impact™ Of BMC Helix

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White paper:

BMC Helix: The Future of Service Management

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BMC delivers modern, intelligent ITSM solutions that are fast, accurate, and cost effective, whether you want to operate in the cloud, in a hybrid model, or in your own data center.

Industry-leading ITSM to help enterprises succeed now and in the future

Predictive, intelligent service management across multi-cloud environments

Enterprise Service Management

Cognitive ITSM embeds technologies like AI and machine learning into every step of service delivery to increase productivity, accuracy, and speed while reducing costs. It replaces manual processes with intelligence and automation to deliver smart, omni-channel experiences to both agents and end users.

BMC Helix ITSM provides:

  • 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 tools like Jira to support a DevOps culture
  • Easier upgrades through cloud-delivery mode
  • ITIL® aligned processes, best practice reports, and KPIs out of the box
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Cognitive, cloud-based ITSM to help your growing business be more competitive

Business Owner

We understand you face the same challenges as larger enterprises but with a smaller staff and tighter budget. BMC Helix Remedyforce extends your IT resources and frees up staff to focus on growing the business. Built on Salesforce cloud, it allows you to combine IT operations management and cognitive service management to ensure the business is efficient, compliant, and secure.

BMC Helix Remedyforce provides:

  • Out-of-the-box ITIL® content
  • Automated agentless discovery
  • Dependency mapping between applications and services
  • Lifecycle management to track availability and optimize investments
  • Remote management to solve device issues
  • CMDB automation through normalization and reconciliation across multiple data sources
  • BMC Helix Chatbot to let users find and request services through a conversational and personalized experience
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BMC ITSM solutions are driving digital transformation

OCASO

OCASO

Spanish insurer seamlessly transitions to the cloud to deliver enhanced IT service for 12, 000 + users

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Anne Arundel County Public Schools (AACPS)

Anne Arundel County Public Schools (AACPS)

School system enhances digital learning for 80,000 students with optimized incident management

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Telefonica

Telefonica

Telefónica Global Technology’s digital transformation increases efficiency while slashing costs

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Barry Callebaut

Barry Callebaut

$6.8 B cocoa manufacturer supports rapid growth with cloud - based IT service management

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View all customer stories ›

Critical Capabilities in ITSM Software

Service Desk/Trouble Ticketing

The service desk is the single point of contact for IT Support, managing incidents and service requests, and handling communication with users. Automated ticket tracking, routing, and email notifications help resolve issues and requests efficiently, and self-service access for users helps them find answers to common problems quickly. With the right tool set your service desk can improve IT and business processes across the organization to run more efficiently.

IT Asset Management

Getting the most return from your IT investment starts with a clear view of all your hardware and software assets. IT asset management software should be able to discover IT assets throughout the environment (agent and agentless options) and connect IT assets to services for better change management and faster issue resolution. Look for manageability features that deploy, configure, and patch devices, operating systems, and applications.

Configuration Management Database (CMDB)

Every component, or configuration item, that needs to be managed to delivery an IT service, is contained in your CMDB. At any given time, you need assurance your information is accurate. BMC CMDB provides a complete, accurate, and up-to-date view of the people, processes, and technologies that make up your business and IT environments.

Cognitive Service Management

Artificial intelligence, chatbots, virtual agents, and the Internet of Things (IoT) are all driving dramatic changes in how enterprises will deliver services in the future. BMC Helix integrates cognitive technologies like artificial intelligence and machine learning into traditional IT service management, transforming every layer of service delivery for end users, agents, and developers.

ITIL®-Compliant Incident/Problem/Change Management

ITIL, the most widely accepted approach to IT service management, helps organizations use IT to realize business transformation and growth. Incident management is closely tied to other service management processes including problem and change management. Automating incident and problem management workflows can improve resolution times and prevent future incidents. Change management is the process designed to understand and minimize risks while making IT changes.

Service Catalog

Customers depend on your service catalog to request or access the IT services they need to be successful. BMC Helix Digital Workplace helps you avoid catalog sprawl by aggregating hardware, software, and services from multiple cloud-based and on-premises sources, turning your service catalog into a modern service app store.

Knowledge Management

Knowledge Management is the practice of capturing, organizing, and making available a body of knowledge within the service management organization to solve problems faster. By putting the right information in front of the right people at the right time you can reduce the burden on IT and significantly improve customer satisfaction.

Multi-Cloud Service Management

BMC Multi-Cloud Management solutions help optimize your current IT systems while ensuring a secure, cost-effective transition to the clouds of your choice. BMC Helix Multi-Cloud Service Management enables seamless brokering of incidents and changes directly between Helix Remedy and leading third-party cloud service providers.

Service Management blogs
Introducing Martha: Leveraging Cognitive Automation to Create an Exceptional Student Experience
Introducing Martha: Leveraging Cognitive Automation to Create an Exceptional Student Experience
5 Ways Multi-Cloud Discovery Can Enhance IT Security
5 Ways Multi-Cloud Discovery Can Enhance IT Security
The Truth About Cognitive and AI
The Truth About Cognitive and AI

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