BMC Helix ITSM is a comprehensive platform designed for managing and optimizing IT service delivery through various modules, each addressing specific aspects of IT service management. Key modules include Incident Management for addressing service interruptions, Problem Management for root cause analysis, Change Management for overseeing IT changes, and Asset Management for the lifecycle of IT assets. Additional features include Service Request Management, Knowledge Management, Integration and Automation, Service Level Management, Release Management, and Configuration Management to enhance operational efficiency.

1. An Overview of BMC Helix ITSM Modules

2. BMC Helix ITSM (IT Service Management ) is a comprehensive platform designed to help organizations
manage and optimize their IT service delivery. It offers a range of modules that cater to different aspects
of IT service management.
Introduction

3. Incident Management
Purpose: Addresses and resolves unplanned interruptions or reductions in the
quality of IT services.
Key Features: Incident logging, classification, prioritization, assignment,
and resolution tracking.
Problem Management
Purpose: Focuses on identifying and addressing the root causes of recurring
incidents to prevent future occurrences.
Key Features: Problem identification, investigation, and resolution;
knowledge base integration for known error resolution.

4. Change Management:
Purpose: Manages the planning, approval, and execution of changes to the IT environment.
Key Features: Change request creation, impact analysis, approval workflows, and tracking of
change implementation.
Asset Management:
Purpose: BMC software Helps in managing the entire lifecycle of IT assets, from procurement to
disposal.
Key Features: Asset tracking, inventory management, software license management, and
hardware/software relationships.

5. Service Request Management:
Purpose: Streamlines and automates the fulfillment of service requests from end-users.
Key Features: Service catalog, request creation, approval workflows, and fulfillment tracking.
Knowledge Management:
Purpose: Captures, organizes, and shares knowledge within the organization to facilitate better
decision-making and problem resolution.
Key Features: Knowledge base creation, article authoring, search capabilities, and integration
with other ITSM processes.
Integration and Automation:
Purpose: Facilitates integration with other IT systems and tools, as well as the automation of
routine tasks and processes.
Key Features: Integration connectors, APIs, and workflow automation capabilities.

6. Service Level Management:
Purpose: Defines, monitors, and manages service level agreements (SLAs) to ensure that IT
services meet agreed-upon performance standards.
Key Features: SLA creation, monitoring, reporting, and escalation management.
Release Management:
Purpose: Manages the planning, testing, and deployment of new software releases or updates.
Key Features: Release planning, scheduling, coordination, and tracking.
Configuration Management:
Purpose: BMC ITSM Manages and maintains information about configuration items (CIs) within
the IT infrastructure.
Key Features: CI identification, tracking relationships, and configuration item status management.