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BMC Helix Enterprise Service Management

Delight end users through personalized experiences, faster outcomes, and improved productivity

BMC Helix Enterprise Service Management offers SaaS solutions designed to elevate user experiences across lines of business through intelligent automation, unified workflows, and rapid customization

Increase productivity and accelerate time to value

BMC Helix Enterprise Service Management enables your company to:

  • Deliver a unified service management platform approach that extends beyond IT to incorporate functions such as HR, facilities, finance, security, customer service, and agile DevOps
  • Simplify complexity across people, applications, workflows, business functions, and communications spanning cloud and hybrid cloud environments
  • Deliver exceptional quality of experiences, with options to easily personalize and integrate desired third-party applications
  • Improve user satisfaction and retention
  • Drive collaboration across teams through common data stores, services, and user interfaces
  • Expedite service response times via AI/ML autocorrelation of incidents, reducing manual effort and lengthy issue investigations

Explore how BMC Helix Enterprise Service Management drives the total economic impact for your business value

Integrate intelligence to fuel innovation

  • Extend the BMC Helix ESM platform with BMC Helix for ServiceOps to deliver more real-time insights – root cause analysis, real-time incident correlation, proactive problem management, and more
  • Embed AI, ML, Dynamic Service Modeling, and RPA for pervasive automation across applications, workflows, lines of business, and DevOps
  • Harness BMC HelixGPT, generative AI, and LLM to integrate siloed data sources to derive actionable insights for anomalies and autonomous resolution for repeat cases
  • Support agile and more traditional waterfall DevOps practices with embedded change request screens spanning Jira, Azure DevOps, and mainframe tools
  • Apply request automation, demand, planning, and governance with pre-defined integrated workflows, metrics dashboards, and extensive process visualization

Improve quality of experiences for your customers and employees

  • Build new work hubs embedding visual collaboration, content services, and work management across business and IT departments with BMC Helix Digital Workplace
  • Create custom experiences, microsites, and persona-driven journeys with BMC Helix Digital Workplace Studio to improve employee engagement, productivity, and resolution times.
  • Activate multichannel self-service through integrating KCS® v6 verified BMC Helix Knowledge Management, BMC Helix Virtual Agent with Live Chat crossover, and natural language processing (NLP)-powered search
  • Access a complete library of new out-of-the-box (OOTB) and user interface (UI) capabilities for real-time integration across devices, managed through a unified service catalog

Innovate service management, minimize business disruption

Improve productivity and ROI

CIO
  • Deliver on strategic initiatives by simplifying and streamlining workflows across lines of business
  • Increase innovation velocity across Lines of Business, DevOps and IT teams
  • Mitigate IT risk and points of failure
  • Harness data, AI, ML and automation technologies to reduce points of failure
  • Expedite resolution times for service management inquiries
  • Reduce spending on service management contract staff and external consultants

Expand service management across the enterprise

Line of Business Leader

Streamline HR service delivery and improve efficiencies through out-of-the-box solutions that automate common HR workflows such as onboarding and offboarding employees and automating “day in the life” HR requests, allowing HR teams to spend more of their time on strategic initiatives. 

Automate the security incident handling processes outlined in industry and government standards such as NIST 800-61 and ISO 27001 so that each phase of the incident management lifecycle—identification, investigation, response, and remediation—is methodically addressed. Preconfigured runbooks are provided to address common security scenarios, help standardize the activities in each phase, and provide collaboration and integrations to ensure all essential areas and teams are part of the activities. 

Deliver a safe and sustainable workplace with an out-of-the box facilities management solution that includes automated workflows, checklists, and knowledge articles to support a comprehensive range of preventive and reactive activities.

Provide a 360-degree view of the customer by aggregating data from all customer touchpoints in a single source of truth and bringing together sales, marketing, and other teams to collaborate with customer care teams.

Get intake and demand management capabilities that help you prioritize the right investments for a sound financial future and generate and manage your innovation pipeline. Empower your business to continuously adapt and reinvent in response to changing market demands.

Exceed SLAs and reduce live agent engagement through predictive service management

Operations Leader
  • Create automated, self-service workflows for to reduce repetitive mundane tasks and focus to free agents on resolving to work on higher-level issues
  • Connect workflows across business functions with a consistent, intuitive experience
  • Prevent outages via AI-based prediction and accelerate resolution of outages via probable cause analysis
  • Auto-correlate issues in real-time to surface emerging issues
  • Auto-identify problem candidates using service models and incidents
  • Deliver contextual information to agents, in real-time, to improve MTTI/MTTR
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Simplify service management systems and processes

Service Desk Leader
  • Access data, intelligence, analytics and 360-degree customer interaction history through a single service management solution provider
  • Build an extensive service operations platform with service-centric monitoring, advanced event management, root cause isolation, and intelligent automation to improve performance and availability
  • Integrate operational root cause data into major incident workflows
  • Expand real-time collaboration and issues resolution actions across teams via integrated instant messaging tools
  • Capture log analytics and enrichment collect log files across data sources to diagnose of potential issues early and to prevent service disruptions

Additional Resources

Elevate the service management experience through innovation, without business disruption