BMC Helix

BMC Helix ITSM

The IT service management solution from BMC Helix fully supports your service management and increases the productivity of your IT organisation.

• Available as a cloud or on-premises solution.
• The intuitive user interface ensures a positive user experience.
• Intelligent and context-sensitive support functions: change management, asset management, service level management, service request management, identity management and knowledge management.
• Make the right decisions with intelligent, data-driven analysis and reporting functions and visualise them via dashboard or report.
• Your employees can create tickets from anywhere thanks to mobile apps.
• Out-of-the-box optimised processes in accordance with the ITIL 4 best practice guide.

BMC Helix Digital Workplace

With just one click, your employees can access all the services and knowledge articles they need to make their work easier.

• Simple solutions to technical problems that are accessible anywhere.
• More satisfied employees and customers thanks to outstanding user-friendliness and self-service functionalities.
• All service catalogues in one tool, whether IT, HR or facility management.
• Lower costs for 1st-level support tickets through automation and workflows with Digital Workplace.

BMC Helix Discovery

With BMC Helix Discovery, you can accurately inventory your IT infrastructure, identify services, and automatically store them in a configuration management database (CMDB). This gives you a comprehensive overview of your IT systems and their relevance to your business services.

• Simplify cloud and virtualisation projects by controlled removal and consolidation of assets, with access to thousands of asset types including containers and cloud infrastructure.
• Ensure compliant and secure operations in all data centres by identifying vulnerabilities and security gaps.
• Reduce service outages through predictable change and configuration management.
• Improve security and restore failed services faster with reliable configuration and relationship data.
• Identify hardware, software and service dependencies in multi-cloud, hybrid and on-premises environments.

BMC Helix Operations Management with AIOps

Improve your IT operations with artificial intelligence. BMC Helix Operations Management is an AIOps platform that supports your IT operations using machine learning and pattern recognition. It analyses your data from monitoring, service desk and infrastructure and applies automated analytics to predict performance issues. BMC Helix Operations Management is designed for hybrid and multi-cloud environments.

• Proactively identify problems and receive automatic suggestions for solving them.
• Manage capacities and keep track of public cloud costs.
• Access real-time information for performance management and service assurance.

BMC Helix Knowledge Management

Improve your service management with AI-powered knowledge. With smart knowledge management, you can provide the right information across all channels and offer employees and customers modern self-service options.

• AI-based search across multiple sources with filters, tags, synonyms, autocomplete, autocorrect and text analysis (text suggestions: ” Did you mean …?”), which intuitively interprets user input and speeds up and improves searches.
• NLP-based language analysis that captures the entire context and delivers personalised results.
• Real-time translations of knowledge articles into over 100 languages. This reduces the time and cost of translations and provides a better service experience in the desired language.
• Proactive support and avoidance of knowledge gaps and outdated knowledge thanks to reports and analyses based on real-time user data, with immediate feedback and recommendations for action.
• Ready-to-use library with hundreds of directly usable knowledge articles for standard applications such as Windows, macOS, Outlook, Office 365, Adobe, Google, Java, etc.
• Quick and easy publishing, editing and importing of knowledge articles, as well as creation of video tutorials or importing of existing videos directly into knowledge articles.
• Seamless omnichannel integration for faster and more efficient customer support throughout the support process for self-service on all devices, such as desktop and mobile, or during interactions with chatbots.