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BMC Helix ITSM - PowerPoint PPT Presentation Description: Cloudaction BMC Helix ITSM, developed by BMC Software, revolutionizes service management with its advanced features. Our BMC Helix ITSM services streamline processes, ensuring seamless IT service delivery. Utilizing cutting-edge technology, BMC Helix ITSM is at the forefront of the IT service management landscape, offering unmatched efficiency and reliability. Visit for details. – PowerPoint PPT presentation Number of Views:2 lessTranscript and Presenter's NotesTitle: BMC Helix ITSM 1Advanced Features and Capabilities of BMC Helix ITSM 2BMC Helix ITSMBMC Helix ITSM, formerly known as BMC Remedy, is a popular and comprehensive IT Service Management (ITSM) solution provided by BMC Software. It is designed to help organizations manage and streamline their IT service and support processes, allowing them to deliver efficient and responsive IT services to their employees and customers. 3Reporting and Analytics and Change ManagementReporting and Analytics It provides reporting and analytics tools to track key performance indicators and identify areas for improvement in IT service management. Change Management This feature assists in planning, implementing, and tracking changes to the IT environment. It ensures that changes are made without negatively impacting the stability of IT services. 4Self-Service PortalThe self-service portal this bmc software enables users to submit service requests, track their progress, and access knowledge articles and other support materials. The portal provides a personalized and intuitive user experience, reducing the need for users to contact the IT service desk. 5Mobile AppBMC Helix ITSM's mobile app enables IT teams and users to access the solution from their mobile devices. The app provides a range of features and capabilities, including incident management, asset management, and knowledge management. 6Integration with Other SystemsBMC Helix ITSM can be easily integrated with other systems and applications, such as ERP, HR, and CRM systems. The solution provides a range of APIs and connectors that enable seamless integration with other systems. 7ConclusionCONTENTSBMC Helix ITSM is a comprehensive IT service management solution that enables organizations to manage their IT services and operations efficiently. The solution offers a wide range of features and capabilities, including incident management, problem management, change management, asset management, service level management, and knowledge management. BMC ITSM also offers advanced features and capabilities, such as AI and machine learning, a self-service portal, a mobile app, and integration with other systems. 8(No Transcript) > -->

Industry’s #1 stamp of approval for ITSM tools demonstrates BMC Helix commitment to ITIL best practicesHOUSTON – October 7, 2020 – BMC, a global leader celebrating 40 years of delivering IT solutions for the Autonomous Digital Enterprise, today announced that the BMC Helix ITSM solution is the first in the industry to pass the newly announced PinkVERIFY™ ITIL 4® assessment. In addition to meeting 100% of the PinkVERIFY ITIL 4 requirements for general, core, and integration suitability, BMC recently introduced an extensible user interface (UI)/user experience (UX) approach to BMC Helix ITSM to incorporate and release a comprehensive blueprint for process governance and auditing.For over 20 years, the PinkVERIFY assessment has been utilized to verify and test ITIL compatibility. An accredited Pink Elephant IT Management Consultant tested and granted BMC Helix ITSM the ITIL 4 certification across these five core ITIL 4 categories: Change Enablement, Incident Management, Knowledge Management, Problem Management, and Service Request Management.“PinkVERIFY is the industry’s recognized IT service management tool certification that helps IT practitioners determine which toolsets align with ITIL processes, workflows, functionality, and terminology specifications,” said David Ratcliffe, President of Pink Elephant. “BMC has always been an industry ITSM and ITIL leader, and we are very pleased to announce BMC Helix ITSM is the first ITIL v4 PinkVERIFY 2020 certified solution.”“ITIL is very powerful and if you implement it, you can get some amazing results with automation,” said Trung Quach, IT Infrastructure and Operations Senior Director at Videotron. “Our investment in processes, combined with BMC Helix, enables us to automate and orchestrate across the enterprise to drive faster efficiencies, high ROI and increase employee satisfaction.”ITIL 4 recognizes the focus of modern IT organizations on digital transformation, customer experience, and the drive for service excellence. The framework is designed to offer practical guidance to any organization looking to understand how to adopt and apply a best practice mindset and approach to their IT Service Management (ITSM) capabilities.“The ITIL 4 certification showcases the modern capabilities, scalability, and flexibility of the BMC Helix ITSM solution to deliver industry-leading service management,” said Ali Siddiqui, Chief Product Officer at BMC. “Powered by 360-degree pervasive intelligence, BMC Helix delivers the agility, customer-centricity, and actionable insights needed for the Autonomous Digital Enterprise.”BMC continues to enhance the BMC Helix ITSM solution with a new extensible, next generation UI to provide an even more enhanced persona-based user experience UX, as well as improved seamless collaboration capabilities to help lower mean time to repair (MTTR). It is part of the broader BMC Helix solution set delivering end-to-end, modern capabilities, compelling experiences, and service and operations management excellence. With BMC Helix, organizations can discover, monitor, service, remediate, and optimize their entire enterprise.Additional Resources:From IT to lines of business, learn how to run and reinvent service and operations with the BMC Helix suite of solutions at www.bmc.com/helixDiscover what it takes to be an Autonomous Digital Enterprise at www.bmc.com/adeJoin BMC executives, customers, and partners virtually at BMC Exchange 2020, visit exchange.bmc.com About BMCFrom core to cloud to edge,

User roles and permissions let you control how people access and interact with the BMC Helix ITSM. This section describes all the supported user roles and permissions.In BMC Helix ITSM, application administrator is an individual responsible for the management of the BMC Helix ITSM applications. However, application administrator is not a user role. Instead, a sample administrator user is provided with the capabilities that include customizing forms, setting access rights for users, and creating configurations.You assign user permissions from the People form. There are different aspects to the user permissions, which together make up the permission model:Permission groups, which control access to basic application, module, and subcomponent functions.Support groups, which control access to data.Functional roles, which provide extended access to application, module, and subcomponent functions.The AR System Administrator permission is used in BMC Helix ITSM applications. This permission grants administrator access to BMC Helix ITSM applications through Developer Studio. Administrator responsibilities include installing and maintaining BMC Helix ITSM applications and making changes within BMC Helix ITSM.This permission is generally reserved for developers who need access to AR System and system administrators who need access to BMC Helix ITSM system forms. This permission does not grant user access to forms. Additional application and module permissions are required for form access. For information about license types and applicable permissions, see:Activating application licensesLicense types for users to access AR System serverIn BMC Helix ITSM, the permission groups control what areas of the application a user can access. Each permission group can access only certain areas of the application. A user can belong to more than one permission group. Typically, you assign permissions groups to the users in your IT organization based on their roles and responsibilities. The combinations suggested in the following topics are defined by ITIL as typical and are used by the BMC Service Management Process Model.When you assign permissions to someone, it is important to use only the minimum number of permissions that allow that person to perform their job.Best practiceWe recommend you use only one permission group for any given role.Key user permission groups for each applicationThe following table