BMC Helix ITSM 19.

02
Getting started

Date:  2019-07-20 13:20
URL:  https://docs.bmc.com/docs/x/ntcuMw
Contents
Getting started with your BMC Helix ITSM subscription .......................................................................................................4
Getting started with the BMC Helix ITSM Suite.....................................................................................................................5
Orientation ............................................................................................................................................................................6
Key features.......................................................................................................................................................................6
Advantages ........................................................................................................................................................................6
BMC Helix services overview.............................................................................................................................................7
BMC Helix services lifecycle ..................................................................................................................................................9
Order and Register ............................................................................................................................................................9
Activate .............................................................................................................................................................................9
Onboard ..........................................................................................................................................................................10
Use ..................................................................................................................................................................................10
Maintain ..........................................................................................................................................................................10

BMC Helix ITSM 19.02 Page 2

BMC Helix ITSM consists of the suite of BMC IT Service Management products delivered as a service on cloud. Because the
interface of BMC Helix ITSM is somewhat similar to the traditional on-premise BMC IT Service Management Suite, the
topics in this documentation point to the relevant spaces of the on-premise documentation. 

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Getting started with your BMC Helix ITSM subscription
To learn more about starting with BMC Helix ITSM, see Getting started at the BMC Helix subscriber topic.

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Getting started with the BMC Helix ITSM Suite
To know more about how to get started with each component of BMC Helix ITSM, see the following topics:
• Getting started with Smart IT

• Getting started with Smart Reporting

• Getting started with Asset Management

• Getting started with Change Management

• Getting started with Knowledge Management

• Getting started with Service Desk

• Getting started with Service Level Management

• Getting started with Service Request Management

• Getting started with CMDB

Related topics

Orientation

BMC Helix services lifecycle

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Orientation
BMC Helix ITSM offers you all the capabilities of the traditional BMC ITSM suite but also with the additional advantages of
having it on cloud. Some of the advantages include very quick deployment and quick upgrades.

Key features
Cloud - services are delivered in a SaaS model allowing for easy consumption and predictive operational costs.

Containers - levering container technology, BMC Helix services are designed to run on any type of public cloud.

Cognitive - adding in cognitive capabilities, BMC Helix services provide end users and agents with an intelligent, integrated
customer experience.

Advantages
BMC Helix helps deliver predictive, industry leading service management and has the following advantages:

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Modern persona-based UX optimized across devices - components of the suite such as BMC Helix Smart IT set a new
standard for the modern workplace with an intuitive, social, and mobile service desk experience organised around IT roles
rather than modules.

Cognitive automation capabilities that transform the agent experience - solutions use a machine learning service to

automatically classify unstructured data within the solutions, helping companies e.g. with auto-categorization of tickets or
auto-selection of case templates when creating cases from incoming email.

Comprehensive and intuitive change management capabilities - planning, scheduling, implementing, and change-
tracking that is simple to learn and use, collaborative where you can create change requests and manage them throughout
their lifecycle.

BMC Helix Multi-Cloud Service Management - helps you stay current with your organisation's ITSM capabilities for a
seamless service experience across multi-cloud environments with easy transfer of information. For example, IT can
manage tickets across multiple cloud providers utilizing one integrated service desk. You can directly collaborate with
multi-cloud providers to efficiently troubleshoot and resolve issues. 

Powerful, stunning reports - you can create powerful, stunning reports and visualizations allowing data-driven insights.

Container deployment to run in any type of public cloud - you have an option of running BMC Helix ITSM on a number of
cloud services.

Accuracy - sevices are delivered with the immediacy and accuracy that end-users expect, on their channel of choice.

Speed - automate service desk processes and lever containers technology for increased business agility and reduced time
for upgrades and DevOps integrations.

Cost Savings - deploy optional chatbot  and virtual agent services to deflect lower-level service calls, easing the load on
support staff and reducing overall costs of your service desk.

Related topics

Orientation to IT Service Management

Orientation to Smart IT

Helix subscriber information

BMC Helix services overview

BMC Helix is a portfolio of SaaS offerings delivering cognitive service management (CSM) that is fast, accurate and cost-
effective, across multi-cloud, multi-device, and multi-channel environments. BMC Helix services are delivered from your
cloud location of choice and receive the benefits of BMC's world-class SaaS Operations team and processes.

CSM integrates emerging technologies like artificial intelligence (AI) and machine learning (ML) into the enterprise,
transforming every layer of service delivery. This end-to-end cloud offering uses containers to give customers the ability to
execute their business processes from the BMC private cloud or AWS cloud. BMC Helix services include cognitive

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capabilities (Bots/AI/ML) and help enterprises transform their service management from reactive to proactive and
predictive, with increased accuracy and speed, and reduced cost.

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BMC Helix services lifecycle
This section describes the three phases that make up the lifecycle of your BMC Helix services. During these phases, your
activities, primary points of contact, and objectives will vary. Your Business Relationship Manager (BRM) will guide you
through the process to ensure a seamless transition from one phase to the next. 

Order and Register

The ordering and registration phase involves a review of the master agreement and ordering documents provided to you
by your BMC Account Manager or BMC reseller. Once the required software estate and license quantities are determined,
they will be documented on the order form. You will also need to select the data center location for your services based
on the location of your user base and other business requirements. After the ordering document is executed, you will
receive an email notification that includes a link that takes you to a registration portal where you will finalize your
registration. Depending on the services purchased, additional information may be required prior to activation. You will
also be required to review and accept additional legal terms from this portal.

Activate
Activation is the initial phase of service readiness. BMC provisions the required environments and configures basic
customer-specific content. Before activation can begin, you are required to provide some basic information to BMC and
agree to the legal terms and conditions. These tasks are to be completed by a technical resource at your company via the
BMC SaaS registration portal. After the registration is complete, your activities will be focused on preparing for the
Onboarding phase. When activation activities are completed, BMC sends an email message to your technical contact(s)
with login credentials and general information about accessing and using the services.

Activation activities are fulfilled for the following services:

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 BMC Helix Remedy Service Management activation

BMC Helix Digital Workplace Basic and Advanced activations

BMC Helix Custom Applications-based services activation

BMC Helix Client Management activation

BMC Helix Discovery

For more information, see Activation activities.

Onboard
During this phase, BMC Global Services, a trusted partner or the customer's development staff configures your Helix
solutions to meet your business needs. If work is performed by BMC Global Services or a BMC partner, a separate
statement of work is executed. Onboarding tasks may include solution planning workshops, application configuration,
integration configuration and data migration and loading.

Your onboarding team’s project manager will conduct an onboarding kickoff call. The purpose of this call is to introduce
you to the onboarding project team and answer any questions that you may have about the onboarding process. In
conjunction with your BRM, your onboarding project manager acts as your advocate and liaison to BMC Support and BMC
SaaS Operations as needed.

For more information, see Onboarding services.

Use
As a continuation of the Onboard phase, the Use phase involves the ongoing configuration of foundation data and may
involve the design and development of customizations and integrations to your solution. Ongoing changes to your solution
may be performed by your own development team, BMC Global Services, or a trusted partner.

Maintain
This phase commences when your services are live in a production state. The onboarding project team closes out any
remaining activities and your primary contacts transition to the BMC Support team and your BRM. Your ongoing focus
now is to implement changes within the applications as needed to meet your evolving business requirements.

For a detailed view of operations tasks, access the Operations section of the documentation.

Date:  2019-07-20 13:20 
URL:  https://docs.bmc.com/docs/x/ntcuMw

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