IT Service Management (ITSM) Software & Tools

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.

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.

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.

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, 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.

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 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

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 Broker enables seamless brokering of incidents and changes directly between Helix Remedy and leading third-party cloud service providers.