Products
Sources
Work Management DocsService Management Docs
EN
ENTR
Products
Work Management
Service Management
ITSM
Discovery
Control-M
Solutions
IT Service Management (ITSM)
Customer Service Management
ESM Enterprise Service Management
Project & Strategy Management
Workflow & Operations
Work ManagementGo to Work Management
By digitizing your projects, tasks, and various business processes, it enables you to manage all your work from a single place.
BMC Helix ITSM
Integrated, AI-driven service management
Boost your ITSM with a comprehensive, integrated service management solution augmented by agentic AI.
90%
Successful root cause identification
60%
Faster incident resolution
75%
Increase in operational efficiency
Deliver better support outcomes for your users
  • AI agentsEmpower human experts with AI agents that automate tasks, surface insights, and provide recommendations.
  • Integrated, intelligent knowledge managementGather, consolidate, and share organizational knowledge with AI assistance, to deliver better support outcomes and faster service team enablement.
  • Conversational customer assistanceSupport end users with intelligent and adaptive AI assistants, improving customer satisfaction and reducing load on support teams.
Respond faster and more proactively to issues
  • AI-driven incident clusteringIdentify major incidents and problems early with AI insights, ensuring a faster and more effective response to serious issues.
  • Better collaboration, ChatOps, and swarming with AIImprove resolution times by enabling improved cross-team collaboration using collaboration platforms, assisted by agentic AI.
  • Intelligent change risk analysisEnhance organizational innovation and reduce change-related failures, with smart AI-driven risk analysis.
Realize service and operations excellence in complex enterprise environments
  • Integrated discovery and AIOpsProvide support teams with intuitive insights into complex service infrastructures and configurations.
  • Unified service and operations managementCollaborate with operations management to identify probable causes of issues, speeding accurate responses and resolutions.
  • Knowledge capture and learningAutomatically capture knowledge from investigations and resolutions, to grow organizational knowledge and improve support outcomes.
Discover how BMC Helix ITSM transforms service management
Service Desk Excellence
Proactive Problem Resolution
Collaboration and Communication
Unified Service and Operations Management
Service Desk Excellence
In the modern workplace, customers need to be able to access technology support wherever they are and whatever they are doing. BMC Helix ITSM enables you to create world-class, omni-channel service experiences for your users, integrating self-service and empowering service agents to deliver the best possible human-led support.
Service Desk Excellence
In the modern workplace, customers need to be able to access technology support wherever they are and whatever they are doing. BMC Helix ITSM enables you to create world-class, omni-channel service experiences for your users, integrating self-service and empowering service agents to deliver the best possible human-led support.
Proactive Problem Resolution
Powerful, AI-driven clustering algorithms identify potential major incidents as soon as they emerge, enabling a more rapid and informed response. When past incidents help teams isolate root cause quickly, they’re freed up for key priorities faster, too.
Collaboration and Communication
With powerful stakeholder management, AI-driven assignee identification, and integrated Microsoft Teams ChatOps, IT professionals can work together more effectively.
Unified Service and Operations Management
Reduce handoffs and improve resolution times by providing a unified perspective across service and operations management tooling and data.