BMC Helix ITSM is a next-generation, cloud-based IT service management (ITSM) solution developed by BMC Software, designed to automate and streamline IT operations, incorporating features like AI-driven incident management, cognitive automation, and proactive problem resolution. It helps IT leaders deliver intelligent, user-centric experiences by automating standard ITIL processes and integrating various IT service support functions like change, asset, and knowledge management. BMC Helix ITSM transforms the agent experience with cognitive automation.  

Key Features and Capabilities: 

IT Service Management: 

It's designed to manage IT infrastructure and improve service availability, aligning people, processes, and technology.  

Automation and Efficiency: 

It automates standard ITIL processes, incident management, and problem management workflows, improving resolution times and preventing future incidents.  

User-Centric Experiences: 

It enables the creation of world-class, omni-channel service experiences for users, integrating self-service and empowering service agents.  

ITIL Compliance: 

It helps organizations use IT to realize business transformation and growth by adhering to ITIL best practices.  

DevOps Integration: 

It integrates with DevOps toolchains, automatically identifying changes and providing dynamic, AI-driven risk assessment across the entire service framework.  

Asset and Configuration Management: 

It provides complete lifecycle management of IT assets, from procurement to end-of-life.  

Change and Release Management: 

It simplifies change request processes with features like a drag-and-drop change calendar, automated contextual clash detection, and impact analysis.  

Knowledge Management: 

It includes a built-in Knowledge Centered Service (KCS) for knowledge management.  

Self-Service Portal: 

It offers a self-service portal, also known as Digital Workplace, for end-users to access service requests, information, and support.  

Data Visualization and Reporting: 

It allows users to visualize data about incidents, changes, service requests, and more, with over a hundred out-of-the-box visualizations.