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Quick Overview of Helix ITSM

RightStar TeamApril 16, 2024

Navigating the complexities of IT service management (ITSM) requires a solution that meets the demands of today’s digital landscape and anticipates tomorrow’s needs. BMC Helix ITSM stands at the forefront of this field, offering features designed to optimize service delivery and streamline operations. In this blog, we’ll cover the key features of this robust software, including the self-service portal, digital workplace, service request management, and more. 

We have a short video – about 12 minutes long – that walks through self-service (Digital Workplace), Smart IT, and Helix Dashboards: https://www.youtube.com/watch?v=ZUYdhrur_m4 

Self-Service Portal (Digital Workplace)

One of the standout features of BMC Helix ITSM is its self-service portal, also known as the Digital Workplace. This portal is a one-stop shop for end-users, providing easy access to service requests, information, and support. The highly customizable portal allows organizations to brand and tailor it to their specific needs. Users can navigate various microsites, each dedicated to different service areas like HR or IT, ensuring they can quickly find the assistance they need.

Smart IT – Support Analyst Interface

On the flip side, the support analyst interface, known as Smart IT, is designed to optimize the efficiency of IT support staff. The interface provides a comprehensive view of incoming tickets, user information, and related assets. Features like the Smart Recorder and primary incident functionality streamline ticket creation and management, enabling support staff to address issues and collaborate quickly.

Helix Dashboards

Reporting and analytics are crucial for any ITSM solution, and BMC Helix ITSM delivers with its Helix Dashboards. These dashboards are built on the Grafana platform and offer rich visualization and reporting capabilities. IT teams can monitor key performance indicators, track service level agreements, and dive deep into data with drill-down functionality. The customizable dashboards allow organizations to focus on the metrics that matter most to them.

Automation and Integration

BMC Helix ITSM is designed with automation in mind. Many processes can be automated, from software provisioning to password resets, reducing manual workload and improving efficiency. Additionally, the solution offers seamless integration with third-party applications like Jira, Workday, and other BMC products. This interoperability ensures that ITSM processes are streamlined across the entire IT ecosystem.


BMC Helix ITSM is a comprehensive solution that addresses the diverse needs of modern IT departments. With its user-friendly self-service portal, efficient support analyst interface, powerful reporting dashboards, and automation capabilities, it’s a solution worth considering for any organization looking to enhance its ITSM practices. If you have any questions or need more information, please reach out to us! 

Don’t forget to watch the video:

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