BMC Helix ITSM Starter Service

What you get:

BMC will perform the following:

• Conduct workshop to gather and load BMC Helix ITSM Foundation Data* for a single tenant
• Configure incident management process based on BMC best practices
• Configure problem management process based on BMC best practices
• Demonstrate standard incident management and problem management use cases
• Review out-of-the box reports
• Configure single sign on by integrating BMC Remedy Single Sign On (“RSSO”) Solution with supported third-party identity provider
• Configure people data integration with Microsoft Active Directory
• Prepare Construction Document
• All configuration will be done in one non-production environment and migrated to the production environment

Customer will be responsible for:

• Providing details of identity provider to configure in BMC RSSO for single sign-on solution
• Providing Microsoft Active Directory details to populate the people data
• Ensuring availability of subject matter experts for workshop with BMC
• Gathering data from relevant subject matter experts for loading Foundation Data into the system

BMC will provide this service with one of the approaches below:

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

• Construction Document

Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.

Pre-requisites:

• Customer has installed and configured the BMC Helix Client Gateway solution

Additional information:

• Estimated Duration: 7 weeks
• In-scope Product: BMC Helix ITSM
• Service Type: Deployment
• Availability: Active
• Success Service Code:
  • ITSM_STRT_003_OFFSHORE
  • ITSM_STRT_003_ONSHORE
• Date Last Updated: 12/27/2023