BMC Remedy

BMC Helix ITSM is an advanced, industry-leading service management platform that transforms traditional IT service management principles, originally appreciated from Remedy, into a modern, highly efficient and cost-effective solution. This powerful, people-centric solution leverages emerging technologies, such as artificial intelligence (AI) and machine learning, to offer unmatched returns on investment for businesses transitioning to the cloud. BMC Helix ITSM stands out by creating and resolving incidents more swiftly through intelligent, context-aware, and proactive incident matching. This not only enhances operational efficiency but also ensures that critical information is made available to both customers and support personnel at the right moment. The platform also facilitates a seamless service experience across multi-cloud environments, ensuring consistent performance and reliability regardless of where data centers or desktops are located. Users can quickly and easily turn powerful reports into visually compelling dashboards, making it easier to monitor and manage service performance. Another key feature of BMC Helix ITSM is its capability to document and coordinate activities for change requests across various IT settings, from data centers to desktops. This comprehensive approach allows for the combination of multiple change requests into a single release, streamlining the process and ensuring successful execution. The platform supports the delivery of intelligent, multi-channel self-service experiences, enhancing customer satisfaction and engagement. Additionally, it provides complete lifecycle management of IT assets, from procurement to the end of their useful life, ensuring that all devices and systems are properly maintained and updated. BMC Helix ITSM also supports ITSM processes by acting as a single reference point for all IT infrastructure and services. It enables the definition of a catalog of service request types that correspond to the services offered to internal or external customers, ensuring that all needs are accurately addressed. Lastly, the platform equips users with the necessary tools to define, track, and report on service levels, making it easier to meet and exceed customer expectations.