BMC Helix ITSM Capabilities

Enable natural language, formless data entry of tickets and suggested methods of resolving issues quickly and accurately

Use advanced service analytics to identify where to drive efficiencies to provide better service

Achieve lower call volumes with intelligent, omni-channel self-service via BMC Helix Digital Workplace

Maximize agent productivity and ease of use with modern UI/UX

Align to ITIL^® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes

Automate tedious, manual problem management processes

Accurately identify clusters of recurring incidents through advanced AI k-means analytics

Seamlessly transfer from problem recommendation to investigation to closure

Real-time incident correlation to quickly and accurately resolve groups of issues from analyzed trends

Built-in Knowledge Centered Service (KCS) to help deliver fast and accurate service and support

Lifecycle management of knowledge articles for effective curation and up-to-date information

Robust multi-media content for enhanced support

Additional BMC Helix Knowledge Management services facilitate real-time translations and contextual responses that further enhance out-of-the-box capabilities

Enjoy flexible and configurable cloud-based multi-service, multi-provider incident brokering

Collaborate effectively with service vendors to troubleshoot and resolve issues

Tightly integrate incident, problem, and change management with leading agile development solutions

Audit service performance capabilities to measure service integrity

Integrated Security Information and Event Management (SIEM) capabilities (i.e. IBM QRadar) to increase overall service and operational efficiencies

Visualize data about Incidents, Changes, Service Requests, Chatbot Conversations, Metrics, Events, Capacity, and more

Includes over a hundred out-of-the-box visualizations

Create custom reports and dashboards

Use the storyboard feature to create slide shows with functional report data

Get automated insights based on the relevance of data and collaborate seamlessly

Intelligent swarming and collaboration to get the right experts to resolve issues quickly

Simplified change request process with a guided process

Drag-and-drop change calendar

Automated and contextual collision detection and impact analysis

Enhanced risk analytics automate routine changes that don’t require interaction as well as deliver critical information needed for agent decisions

Intelligent self-service helps employees quickly solve problems before submitting an incident or request

Unified service catalog eliminates catalog confusion by presenting services from multiple business units in a single catalog

Consumer-like interface provides a familiar way to help employees get what they need with a one-stop shop for products and services

Omni-channel availability of value-added experiences and knowledge management helps employees find the information they need, when they need it

Easy administration with drag-and-drop workflow customization and configuration enhancements help drive faster resolution and better user experience

Track asset depreciation over time

Ensure compliance and avoid audit costs with software license management

Proactively identify contract infringements and purchasing opportunities

Know exactly where your assets are located, who's using them, and how many there are

Make informed decisions about IT changes

Use remote support and automated configuration functions for client systems (desktop, laptops, phones)

Improve user experience with a modern, persona-based UI

Increase efficiency and stability with a single source of reference for all your IT infrastructure and services

Reduce costs by automating tasks that previously required manual intervention

Minimize IT risks with better understanding of change dependencies

Operate services with clear insight into all parameters

Enable seamless integration between support and operations processes