BMC Helix (before BMC Remedy ITSM Suite)

Main article: IT Service Management (ITSM)

2021: At the heart of BMC Helix Control-M

The BMC Software company, the decision maker for management of IT, announced on January 13, 2021 release of the solution for orchestration of work flows – BMC Helix Control-M.

In the whole BMC Helix Control-M – it is the product BMC Control-M, already known in the market, sold in a cloud platform of providing IT services of BMC Helix. Read more here.

2019: A single platform for ITSM and ITOM with artificial intelligence

On December 19, 2019 the DIS Group company reported that BMC Software, one of decision makers for management of IT, released upgraded version of the BMC Helix platform. Solution for ITSM (management of IT services) and ITOM (management of IT transactions) with artificial intelligence and machine learning. The single platform will allow users to analyze better the current situation, to overcome separation of information in different channels and systems, to automate and optimize accomplishment of a number of tasks.

In particular, the single platform allows to detect automatically assets in multicloud environments and on own platforms of the companies. Also users will be able to monitor proactively events, notifications and anomalies, to detect vulnerabilities and to neutralize them. Also the platform will help to optimize capacity management and costs for IT in the company. Users of the platform will be able to provide proactively equally high-quality service for all staff of the organization in all communication channels (including Skype, Slack, chat-bots). Earlier these functions were performed by several separate solutions BMC Software.

The solution BMC Helix (the old name – Remedy) already proved in the market as the leader of cognitive management of IT services, according to Gartner research company. The structure of the updated platform, except BMC Helix, will include BMC Helix Remediate (before TrueSight Vulnerability Management), BMC Helix Optimize (before TrueSight Capacity Optimization) and BMC Helix Monitor (before TrueSight Operations Management).

In Russia and the CIS a distributor of BMC Software is DIS Group.

The updated BMC Helix platform for December, 2019 is available in the markets of Russia and the CIS. – IT landscapes of the companies considerably became complicated. Several clouds, Internet of Things, the different DevOps tools, machine learning can enter them now. Also for improvement of service of users chat-bots and artificial intelligence can be used. The single platform covering questions of management of IT from IT infrastructure before business processes, (ITOM and ITSM) becomes irreplaceable in such conditions, told Pavel Likhnitsky, the CEO of DIS Group

2010

According to information for August, 2010 the management system for IT services of BMC Remedy IT Service Management includes the following applications – the Support service of BMC Remedy Service Desk, the Module of asset management BMC Remedy Asset Management, the Module of change management BMC Remedy Change Management, and the Module of layer management of service BMC Service Level Management. All these applications work with one configuration management database of BMC AtriumTM which is included in the delivery that allows to receive a complex picture of how technology components support business services. At the same time all these applications work at one of the platforms of process management of service BMC Remedy Action Request System, best in the industry.

Support service of BMC Remedy Service Desk

BMC Remedy Service Desk is responsible for process automation of incident management and problems, allowing IT specialists quickly and to react effectively to emergence of the situations influencing providing key services. BMC Remedy Service Desk provides request processing and information on the incidents arriving from users and also data on the incidents arriving from infrastructure elements. Thanks to the unrolled, flexible functions and opportunities it reduces time necessary for recovery of normal work helps to prevent a negative impact on activity of the company of the forthcoming events and improves efficiency of IT personnel.

The technology processes implemented in BMC Remedy Service Desk fix and otsluzhivat interrelations – from emergence of an incident before correlation with a problem, search of a basic reason, the known errors and change requests. When using in combination with the module of knowledge management BMC Remedy Knowledge Management the Support service provides the unrolled functions of development, search in natural language queries, and self-services that reduces the volume of calls from users by this event and reduces search time and fault recoveries. The configuration management database of BMC Atrium indicates services and users whom influenced corresponding an event, and helps to set a basic reason of this event due to display of infrastructure dependences.

BMC Remedy Service Desk will help:

• increase reliability of systems, most important for business, due to reduction of time for solution or elimination of an incident
• reduce duration and quantity of calls from users
• increase productivity of personnel of a support service
• set basic reasons of an incident and, thanks to it, prevent emergence of the new same problems
• trace indicators under agreements on the service level for ensuring compliance with the undertaken obligations
• create the common decision for the different global, regional and local IT organizations
• to quickly send inquiries to those specialists of technical support to whom they intend
• increase reliability of IT infrastructure

Module of change management BMC Remedy Change Management

BMC Remedy Change Management has the unrolled planning features, strategy development process managements which help to reduce time of implementation of changes and to systematize them, and at the same time to reduce business risks to a minimum. This module allows to define and implement the standardized processes of implementation of changes covering all lifecycle of a request for modification – from its giving, through planning, implementation and before control check.

It provides acceptance of those measures which are really necessary, approval of questions of those heads with which they should be approved, and existence of reliable, fault-free procedures. BMC Remedy Change Management, with assistance of the module of configuration management BMC Configuration Management, carries out the change request from a planning stage to a stage of accomplishment and obtains the current information on a status of implementation processes and check of change. Thanks to it the procedure of implementation of changes is performed according to the developed plan, and its complete transparency is provided.

Adding of dashboards of change management of BMC Remedy Change Management allows contractors of changes and heads of IT department to receive evident graphic reports using which they can monitor a status and characteristics of all process of implementation of changes – from a request stage to a stage of implementation and control check.

BMC Remedy Change Management will help:

• control all stages of the closed process of change and setup and by that to reduce the risks connected with implementation of changes
• implement the accepted change management processes on a global scale
• increase reliability of systems, key for business
• accelerate implementation of changes
• optimize the procedure of assignment of priority to change requests and, at the expense of it, provide support of the most important business services
• reduce the volume of calls to a support service thanks to minimizing of the failures connected with making changes
• control changes at the level of the user desktop systems and data centers
• manage changes as in environments of personal computers, and computer centers.

Module of asset management BMC Remedy Asset Management

BMC Remedy Asset Management helps to reduce the IT budget, to provide compliance to regulations and requirements and to increase payback of invested funds. Because your IT assets and operational processes of ITIL are based on the same data of the configuration management database, you receive clearer and clear picture of how incidents, problems, changes, configurations and agreements on the service level are reflected in your assets and vice versa, and you have an opportunity timely to take necessary measures.

BMC Remedy Asset Management helps to reduce the volume of excess costs for software licenses and cost of observance of regulations and requirements thanks to embedding of a management system for software licenses in your control circuit IT assets and in operational processes. The Library of the reference software of ITIL which is included in the package defines interrelations between change requests, software licenses, descriptions of software, the addresses of finding of the authorized system software and the detected production events. The module allows to obtain data on the available assets and to manage them for all lifecycle of each IT asset – from the moment of placement of the request for it until its write-off. Besides, control functions by contracts of this module allow to automate a binding of assets to program licenses, contracts for lease, service and support. Its control functions by finance allow to trace the total ownership cost, the return payments and wear.

BMC Remedy Asset Management will help:

• bring structure of IT assets into accord with requirements of the enterprise
• reduce costs for software licenses and reduce risks of non-compliance with regulations and requirements
• avoid a surplus and shortage hardware and the software
• reduce costs for long-term lease and penalties
• optimize interaction with change management processes, incidents, problems and configurations
• use management of IT assets for extraction of bigger benefit from implementation of the configuration management database for shorter term

Module of layer management of service BMC Service Level Management

BMC Service Level Management helps customers to approve the most important infrastructure IT processes and processes providing provision of services with business priorities. BMC Service Level Management provides automation, monitoring and management of the whole range of the processes servicing agreements on the service level.

In addition to control of parameters of support of services, such as time of solution, BMC Service Level Management performs data collection from infrastructure management data sources, including BMC Performance Manager, BMC Transaction Management, and SNMP. Integrated management of process of rendering and support of business services in the light of the commercial tasks facing the enterprise is result. This application also traces agreements on the service level on the configuration elements which are contained in the configuration management database of BMC Atrium CMDB.

BMC Remedy Level Management will help:

• raise degree of satisfaction with service quality
• reach increase in business value at the expense of competent management of investments in IT
• optimize interaction between IT and divisions of the companies, end users and the top management
• show the consumer value and, if desired, cost of services
• improve operational results of a company performance due to determination and tracking of keyword parameters
• define trends, reveal and solve problems and support the expected service level

General services

The packet of BMC Remedy IT Service Management includes several general services for more effective management of services which the configuration management database of BMC Atrium CMDB and Library of reference software are among.

Configuration management database of BMC Atrium CMDB

BMC Atrium CMDB shows in what degree of technology meet requirements of your business. This open, intellectual and scalable data warehouse, used by the BMC Remedy ITSM applications and other solutions BMC. This database allows to manipulate data and tasks within processes on managements of services using the general control points for assets, configurations, topology of applications, business services and the users depending on them. For example, the instrument of system monitoring can open an incident, belonging to a configuration element, in the configuration management database, thus giving the chance to technical specialists of a support service to see information on this configuration element, including what business services it services, the related assets and users, the previous configurations, recent changes, contracts for assets, the relevant agreements on the service level, etc.

Library of reference software

The library of reference software of ITIL provides uniform representation and management of your software applications. It automates interrelations between the descriptions of reference software detected by production events, the addresses of finding of the authorized system software and software licenses. It gives the chance more effectively to unroll software and to make changes to the software configuration or a configuration of management of software licenses and more quickly to solve the problems connected with the software.

The closed processes for management of business services

The BMC Remedy ITSM applications work in a sheaf in other solutions BMC, providing automation of the sequences of tasks that increases management efficiency of IT in terms of the solution of commercial tasks:

• reduction of interruptions in work due to response to problems in infrastructure according to the importance of effects for business and data on a basic reason - before users call
• increase in profitability, reliability and performance due to use of the closed implementation processes of changes for management of data centers and the desktop systems – from authorization, through execution, check and finishing with control on compliance to requirements and regulations;
• viewing available capacity of server resources for the purpose of the analysis of their performance and also distribution of finance and agreements;
• tracking and to provide agreement performance about the service level that allows to balance indicators of service and support.

Additional solutions

BMC Discovery for configuration management database maintenance

BMC Discovery is a scalable solution for work with data on assets, configurations, topology of applications, and even your users that allows to see interdependence of assets and services which are provided to your users.

Manage software using a management system for the BMC Configuration Management configurations

Adding of the module of configuration management of BMC Configuration Management provides process automation of preparation and service of the software configurations of your client and server assets. Together with the module of change management BMC Remedy Change Management and library of reference software BMC Configuration Management allows to automate introduction of configurations and policies of usage of software licenses within the reproduced closed process – from authorization before execution and control check.

Understand the reasons using BMC Analytics

The module BMC Analytics allows to analyze effective management of IT services. Using Business Objects XI technology data are presented in the form clear for users without skills of work with data in the SQL language. Such users can obtain operational information about the trends and events influencing management of services.

Architecture

The BMC Remedy ITSM applications have architecture with a great number of participants of a data set with the role principle of the organization of security at the level of ranks. Thus, one group which is engaged in management of IT services can service using one deployment several divisions of the enterprise or several customers. The BMC Remedy ITSM applications completely meet the requirements of Section 508.

All BMC Remedy ITSM applications are created based on the platform for process management of service of BMC Remedy AR System which provides operational deployment, scaling and adaptation to your unique and constantly changing requirements. The graphical interface on

lzovatel BMC Remedy AR System allows IT administrators to expand quickly functionality of applications without the need for programming. Moreover, it is the uniform center of application integration and tools of third-party developers at the expense of the application which is completely opened the program interface, web services, the integration mechanism of the enterprise, model of component objects, OLE, and direct SQL access.