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Last Update February 27, 2020

BMC Helix Premier Offering Description

BMC Helix Premier is offered at two categories: BMC Helix Premier Success and BMC Helix Premier Success Enterprise. Additionally, BMC offers Helix Premier Success Architect as an add-on service, and BMC Helix Premier Success Advocate as a stand-alone service.

Deliverables

The following are the deliverables that will come with an order for the BMC Helix Premier service, for use in connection with a single BMC SaaS offering in one production environment and during local business hours in the region for which BMC Premier Support was contracted. Customers seeking to either cover additional SaaS offerings or extend the geographical coverage for existing SaaS offering shall pay an additional fee. BMC MarketZone Products are not eligible to be enrolled in Premier Support. A list of BMC MarketZone Products is found here.

BMC Helix Premier Success

A subscription for BMC Helix Premier Success shall include the following:

Product Configuration Review

Focusing on the value gained from your BMC investment is one of our top priorities through proactive and focused outcomes. To aide in realizing this value, the Premier Helix team will perform Product Configuration Reviews up to twice a year, limited to the products and environment covered in the agreement. Analysis is undertaken on the overall application supportability, configuration, performance and functionality. Recommendations are formally documented and presented to the customer, and then tracked to implementation as part of governance calls.

Access to Accelerator Library

Accelerators are customized, technical learning modules for BMC Helix. Delivered by subject matter experts within the Helix Premier team, these deep-dive technical sessions help customers tackle crucial issues and increase knowledge of product functionality – all designed to maximize the use of the BMC SaaS offering. The sessions are personalized to capture the exact requirements for the customer and are focused to the customer-specific use cases and configurations. Customer will receive up to one Accelerator per quarter. The list of Accelerator topics is listed here: https://communities.bmc.com/docs/DOC-119796

Monthly Operations Reports 

Reserved for Helix Premier Customers, and in addition to the License Utilization report and Platform Availability report, the BMC Business Relationship Manager will deliver monthly reports outlining metrics around: incident reporting, SLA reports and trending, Service Disruption by component, and Service Request metrics.

Subject Matter Expert (SME) Sessions

These customer-driven, interactive sessions are focused on maximizing utilization and driving Helix adoption. The SME sessions are knowledge transfer engagements allowing customers to have technical discussions outside of the formal Accelerator format – drilling down into bespoke topics which may be unique use cases or configuration requirements. Topics can be generated from the Product Configuration Review activity and critical platform events. These are intensive half-day discussions. Customer will receive up to one Subject Matter Expert Session per quarter.

Governance of Helix Premier Delivery

Under the Helix Premier offering, BMC will provide a resource to:

  • Orchestrate the Helix Premier deliverables
  • Coordinate resources, activities and communication for critical Escalation Management and complex situations
  • Review status of open defects and request for enhancements

Governance Calls

Performed on a monthly cadence, led by the BMC Business Relationship Manager, and with technical input from members of the team, these discussions will focus on the progress of projects and initiatives, as well as the status of open issues and upcoming releases, helping to set correct priorities and reduce resolution times.

BMC Helix Premier Success Enterprise

BMC also offers Helix Premier Success Enterprise. Customers who purchase this service shall receive all the benefits of Helix Premier plus the additional services set forth below:

Assignment of a designated Premier Support Architect (PSA) to perform the following tasks:

  • Participate in project release milestones
  • Participate in upgrades, patches and accelerators
  • Drive open issues to closure within support and customer engineering
  • Advocate for enhancement requests

The PSA may also run tests customers’ SaaS test environment for in an effort to reproduce customer application support related issues and for testing patches provided by customer engineering. They may also assist in upgrade use case scenarios and testing in the SaaS test environment.

ProApptive Health Check

Helix Premier Enterprise Customers will receive up to four health scans per year. Recommendations based on these quarterly Health Scan Reviews will be made available to them and may serve as input to understand the overall health of your Helix installation.

Onsite Quarterly Strategic Review

Helix Premier Enterprise Customers will have access to an onsite strategic review, with the appropriate BMC resources to align the Helix service with the needs and direction of the customer’s business.

Escalation Management (Incident, Problem, Change Management)

Helix Premier Enterprise Customers will have a path for escalating incidents, problems and change management issues through a Premier Business Relationship Manager (PBRM) or PSA.

Weekly Governance Call

Helix Premier Enterprise Customers shall be entitled to have weekly calls with members of the Premier team to discuss the progress of projects, deliverable and initiatives.

Real time Federated chat access to PBRM & PSA

Helix Premier Enterprise Customers will have access to best practices, advice and guidance regarding the products under the Premier Support agreement. Helix Enterprise customers will also have access to a Premier Business Relationship Manager (PBRM) as well as a Premier Support Architect (PSA) via Federated Skype.

Development of custom Operation reports

Helix Premier Enterprise customers will receive up to three custom reports a month from their PBRM for such areas as: support ticket response, customer service and delivery, security and compliance, license utilization on an annual and or monthly basis.

Helix Premier Success Architect (PSA)

For an additional fee, BMC will designate a technical expert from the Premier Helix team to perform (amongst others) the following tasks:

  • Focus on technical excellence relative to the customers’ key Success KPI’s
  • Participate in upgrades, patch reviews and Accelerators
  • Work closely with BMC Support and Customer Engineering
  • Meet face-to-face with the customer up to twice a year (where possible)

The PSA may work with the customer to identify top Success KPIs, and then create and implement an action plan to help achieve such KPI success. This may involve baseline setting, user experience reviews and potentially an in-depth assessment of the Helix product to determine areas for improvement and alteration – all focused on helping to achieve the nominated success KPI.

Further, the PSA will deliver further value to the Helix SaaS customers via:

  • Product adoption functionality
  • Increase product knowledge
  • Work closely within support and customer engineering for root cause analysis on critical incidents

As part of this add-on offering, customers will receive two additional SME sessions per 12-month period and two x additional Accelerator Library sessions per 12-month period.

BMC Helix Premier Success Advocate (HPSA)

For a stand-alone fee, BMC offers a Helix Premier Success Advocate as an add-on service available to standard Helix SaaS Support customers. BMC Helix Premier Success Advocate (HPSA) service provides the deliverables listed below for one BMC Helix instance, during local business hours in the region in which BMC Helix is contracted. Customers may extend the service or geographic coverage with additional investment.

The BMC Helix Premier Success Advocate service provides customers with a single point of contact for issue oversight and advocacy within BMC. The HPSA will also monitor and drive technical issues and escalations whilst providing a point of contact for customer management as an additional resource for Support Advocacy.

Assignment of a Premier Helix Success Advocate to perform the following tasks

  • Conduct regular operational reviews with customer management
  • Monitor and drive high priority technical issues
  • Coordinate resources, activities and communication for critical Escalation Management
  • Review status of open defects and request for enhancements

Service Delivery Review

Twice per year, Helix Premier Success Advocate customers, remotely or through visits to the customer site (where possible) are entitled to an in-depth review of the value delivered by Premier, support trending and analysis reports, along with strategic planning alignment to future support requirements.

Governance Call contribution

Helix Premier Success Advocate customers, typically on a monthly cadence, review the progress of projects and initiatives, as well as the status of open high priority issues, helping set correct priorities and reduce resolution times.

For BMC ITSM On-premise to BMC Helix customers

Where customers are migrating from BMC ITSM (on-premise) to the BMC Helix platform, and the start-date for the fee for BMC Helix Premier agreement pre-dates the Helix migration, the BMC Premier Support team will provide the following deliverable between the Helix Premier Success agreement start date, and the migration end date or the Helix Premier Success agreement end date, whichever comes first. This deliverable is provided in addition to the contracted agreement.

Upon completion of the migration to BMC Helix ITSM platform, customers automatically revert to full Helix Premier Success deliverables only.

BMC Premier Support will provide customers with a single point of contact for issue oversight and advocacy within BMC, providing the services and deliverables of the Premier Support Account Manager only.

Premier Support Account Manager          

The Premier Support Account Manager’s (PSAM) role is the customer designated advocate within BMC who builds long-term relationships to understand the customer’s IT Organization, Goals and Strategy which enables proactive and insightful guidance to the customer’s operations. The PSAM also monitors and drives technical issues and escalations and serves as a point of contact for customer management.

Governance Calls

Performed on a weekly cadence, this regularly scheduled contact strengthens the customer relationship by enabling deep advocacy and trusted advisor of the Premier team into the customer teams. Together, the customer and the PSAM discuss the progress of projects and initiatives, as well as the status of open issues, helping set correct priorities and reduce resolution times.

Service Level Agreement

Continuous support SLAs apply, which can be found here.

Technical Resources

The Premier Support Account Manager will call upon a team of technical ITSM resources to provide technical advisory relative to the customer’s environment, drive open issues to closure where appropriate and engage BMC escalation procedures with BMC Customer engineering where required.

Where customers have purchased the PSA-add on as part of their Helix subscription, BMC will designate a named technical resource for the on-premise to Helix term.

Upgrade Assistance

  • The BMC Assisted Migration Offering (AMIGO) program is designed to assist customers with the planning of product upgrades to a newer version – “Success through proper planning”.
  • Explore AMIGO Program ›