BMC Helix Remedy
BMC Helix ITSM
Service applications holistically from a single pane of glass across multi-cloud environments.
- Predictive service management through auto-classification, assignment, and routing of incidents
- Embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers
- Integrations with leading agile DevOps tools such as Jira
- Delivered in containers to enable operational and cloud deployment efficiencies
- Optimized for ITIL® V4
Incident & Problem Management
Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.
- Integrate all IT service support functions including change, asset, service level, service request, identity, and knowledge management
- Gain direct visibility into business priorities through integration with a single CMDB
- Achieve lower call volumes with intelligent, omni-channel self-service via BMC Helix Digital Workplace
- Align to ITIL® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes
Knowledge Management
Bring key information to customers and support personnel, right where they need it.
- Built-in Knowledge Centered Service (KCS) to help deliver fast and accurate service and support
- Lifecycle management of knowledge articles for effective curation and up-to-date information
- Robust multi-media content for enhanced support
- External knowledge integrations to bring in multiple and disparate sources to help resolve issues
BMC Helix Multi-Cloud Service Management
Deliver a seamless service experience across multi-cloud environments.
- Enjoy flexible and configurable cloud-based multi-service, multi-provider incident brokering
- Collaborate effectively with service vendors to troubleshoot and resolve issues
- Tightly integrate incident, problem, and change management with leading agile development solutions
- Audit service performance capabilities to measure service integrity
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