(next Gen Remedy)

Realize 354% ROI, 45% improvement in service desk resource efficiency with intelligent and predictive ITSM

BMC Helix ITSM is a powerful, industry leading service management platform and fueling your IT transformation with intelligent, people-centric user experiences that helps you work smarter. BMC Helix ITSM is delivered in the cloud for unprecedented choice along with hybrid or on-premise options

Key benefits BMC Helix ITSM

  • Modern persona-based UX optimized across devices
  • Container deployment lets you run Helix Remedy on any type of public cloud
  • Comprehensive and intuitive service, and change management capabilities
  • Transforming the agent experience with cognitive automation
  • BMC Helix Multi-Cloud Service Management, provides a seamless service experience across multi-cloud environments
  • Central, single-pane of glass management across multi-cloud environments
  • Cognitive automation capabilities that transform the agent experience
  • Integrated collaboration tools, to help agents better resolve issues
  • Powerful, stunning reports and visualizations: allowing data driven insights
  • DevOps service management, increased agility, improved quality of service without impacting on velocity
CFI — Authorized Distributor and Elite Partner
of BMC Software for 13 years

Business challenge

Today’s Service Management is human-driven and highly resource intensive. ITSM systems and processes are still manual, inaccurate, and slow, resulting in higher costs and lower productivity. Enterprise companies are migrating workloads to the cloud in order to spend less time on upgrades and achieve the flexibility to add compute power on demand. Companies expect easy and successful migration
with reduced time and effort of upgrades by significant amounts. They also want to cut costs but be able to have the power to scale elastically. Service Management as a category is being disrupted by technologies like artificial intelligence (AI) and machine learning (ML), chatbots, virtual agents, and the Internet of Things (IoT), which are all driving dramatic changes in how enterprises provide services in the future. Savvy business leaders are jumping in headfirst and applying these technologies to solve real business challenges and get a competitive edge in the market.
BMC solution
BMC Helix ITSM fuels your IT transformation with intelligent, people-centric user experiences that helps you work smarter. Delivered in the cloud for unprecedented choice or hybrid or on-premise options — the decision is yours.

Solution features

Has everything you need to deliver amazing, predictive and industry leading service management to your organization
BMC Helix CMDB consolidates disparate sources of data in
The experience is personalized to your role in the organization to maximize your effectiveness. The powerful, intuitive and intelligent user interface that can be accessed across devices to help quickly and accurately resolve issues
Cognitive automation capabilities that transform the agent experience
Predictive service management through autoclassification, assignment, and routing of incidents, tickets and incoming emails
All IT service support functions integration
Intelligent and context-aware integrated support capabilities including: change, asset, service-level, service-request, identity, and knowledge management
Comprehensive and intuitive change management capabilities
Gain direct visibility and data driven insights into business priorities
Out-of-the-box ITIL processes
You can align to ITIL 4 best practices quickly and cost-effectively along with expert services and training
Comprehensive Knowledge management
Built-in Knowledge Centered Service (KCS) to help deliver fast and accurate service and support. Life cycle management of knowledge articles (including multi-media enhanced and external materials) for effective curation and up-to- date information
DevOps Service Management
Intelligent Swarming, ChatOps, seamless service experience with leading agile dev tools (like Jira and Azure DevOps), BMC Helix ITSM enables increased agility, improved quality of service without impacting velocity to DevOps teams
Self-Help and Guided Tours
Self-Help and Guided Tours: In-app, context aware multimedia guide to help agents maximize the full functionality of BMC Helix ITSM


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