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
• Install and configure the BMC Helix Client Gateway solution
• 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
• Provisioning on-premises client gateway servers to facilitate connectivity between Customer’s On-Premise systems and the BMC Helix system
• 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. Consultant days must be booked in no less than 8-hour increments/full days.

Pre-requisites:

• A valid license for BMC Helix ITSM

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: 10/02/2024