BMC Helix ITSM

Founded 2018

Manage IT service requests, incidents, and changes across your organization

Cost

Demo

Rating

★ Mixed Reviews

Time to value

Long Setup (> 1 day)

You can use BMC Helix ITSM to handle IT service management tasks including logging and resolving incidents, managing service requests, tracking changes, and maintaining a configuration database. It follows ITIL best practices and lets IT teams automate workflows, set up self-service portals for employees, and monitor service performance. It's built for enterprise IT departments that need to coordinate support across large organizations with complex infrastructure.

What BMC Helix ITSM does

Create and assign incident tickets to support agentsBuild approval workflows for IT change requestsSet up automated notifications for ticket status updatesDefine SLA policies and track compliance against themMaintain and update configuration item records in the CMDBGenerate weekly or monthly service desk performance reportsConfigure self-service catalog items for common employee requestsAutomated incident routing based on predefined rulesBuilt-in CMDB to track all IT assets and their relationshipsSelf-service portal where employees can submit and track their own requestsChange management workflows with approval chainsAI-based suggestions for incident categorization and resolutionReal-time dashboards showing service desk performance metricsIntegration with monitoring tools to auto-create incidents from alerts