Certified Version:


This characterizes the software solution

BMC Helix Service Management is a powerful, industry leading enterprise service management solution fuelling your IT transformation with intelligent, people-centric user experiences that helps you work smarter. BMC Helix Service Management has everything you need to deliver amazing, service to your organization.

BMC Helix Service Management is built on the BMC Helix which includes best-in-class discovery, dynamic service modelling and AIOps which unifies service and operations teams’ intelligence to deliver what BMC called ServiceOps. BMC Helix runs on a powerful foundation of AI tools including HelixGPT, our enterprise-grade generative AI capabilities. It provides a modern, persona-based UX optimized across devices, that transforms the agent experience and integrates across all IT functions with AI-driven change enablement capabilities for traditional IT and modern DevOps adoption, NLP-supported KCS Knowledge management, and a seamless service experience across multi-cloud environments.


Certified Practices

  • Monitoring & Event Management
  • Incident Management
  • Service Request Management
  • Problem Management
  • Service Catalogue Management
  • Service Level Management
  • Capacity & Performance Management
  • Change Enablement
  • Release Management
  • Knowledge Management
  • Service Configuration Management
  • IT Asset Management

License Model

BMC Helix ITSM is available as a SaaS option or for on-premise installation.

We offer both concurrent and named user licenses, which can be used in combination according to customer needs, with the option of providing each user with entitlement of the entire ITSM capability or to one of several persona-based subsets.

Available License Models

  • Named user license
  • Concurrent user license

Operating Model

BMC Helix ITSM offers unprecedented choice of operating options. It is available through a wide range of cloud providers and locations, or deployable on-premise through a fully-containerized architecture.

Available operating Models

  • On-Premise
  • Public Cloud (Deutschland)
  • Public Cloud (International)
  • Private Cloud

Available languages

  • Arabic
  • Catalan
  • Czech
  • Chinese
  • Danish
  • Dutch
  • English
  • Finnish
  • French
  • German
  • Hebrew
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Russian
  • Spanish
  • Swedish
  • Thai
  • Turkish
  • Welsh

Where is the software used? - References

BMC’s ITSM solutions are used by over 6500 organizations worldwide. Some of our customer stories are viewable here:

Do you need help? - Support

BMC offers Base Level support offerings as standard with a customer’s purchase of BMC on-premises, SaaS, and mainframe products. These offerings include:

  • Comprehensive support 24 hours a day, 7 days a week
  • Support via web or phone for all Severity issues
  • Bug fixes, patches, and workarounds
  • New product releases

For customers seeking to upgrade from the standard offering, BMC Premier Support is a modularized service that provides personalized, preventative, and prescriptive services for maximum value with BMC solutions, helping to reduce risk and operational costs with a traditional on-premises solution, improve availability and performance with a hybrid-container solution, or increase technology adoption and accelerate ROI with a SaaS solution. This is available in two levels to align to customer needs: Gold and Foundation.

Always up to date - training courses

BMC Education provides a comprehensive range of learning options for our products and for ITSM. We provide over 40 individual certifications, with over 10,000 BMC-Certified individuals worldwide. There are more than 200 courses available, including web-based training and instructor-led courses. In addition to standardized courses, custom courses are available to align with specific customer goals. Assessment and planning options allow individual and group-based skill assessments to be carried out, with over 6500 such assessments having been undertaken for individuals. Purchasing options are flexible, including subscription options to allow unlimited access to courses for a chosen period.


BMC Software

BMC Software

2103 CityWest Blvd.

77042 Houston

United States

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Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.