IT Service Management (ITSM)

BMC ITSM solutions blend modern digital services design with best-practice ITSM principles to excel in service management. Modernize your service desk with the right ITSM solution from BMC.

BMC is the only company with ITSM solutions for any size business

Enterprise
Mid-Size

Powerful, intuitive service management for the digital enterprise, on-premises or in the cloud

Enterprise-class service management must combine high levels of automation and integration with the ease of intuitive self-service to enable the breakthroughs in productivity that help you compete and win.

With BMC Helix Remedy Service Management you can:

Enable your Service Desk to be 75% more productive with formless ticket entry
Ensure essential task coverage including incident and problem management, change and release management, knowledge management, asset management, and mobile self-service
Use social and collaboration tools to provide context-aware insights to help IT work smarter
Take advantage of ITIL® v3-aligned processes, best-practice reports, and KPIs out of the box
Integrate with IT operations management tools to reduce incident volume and speed problem resolution

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Right-sized IT for your growing business

We understand you face the same challenges as larger enterprises but with a smaller staff and tighter budget. Our service desk solutions help extend your IT resources and free up staff to focus on growing the business.

Remedyforce, built on Salesforce App Cloud, provides high-speed service management with minimal capital investment for mid-market and growing enterprises.
Explore Remedyforce Start a free trial ›
FootPrints is a configurable on-premises service desk that’s easy to own, use, and administer with little technical skill required.
Explore FootPrints Start a free trial ›
Track-It!, the world’s most widely used IT help desk software, provides flexible help desk and asset management software, out of the box.
Explore Track-It! Help Desk Start a free trial ›

Vodafone

Mobile carrier brings best-in-class self-service IT to 150,000 global employees

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Barry Callebaut

$6.8B cocoa manufacturer supports rapid growth with cloud-based IT service management

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MeteoSwiss

Switzerland’s Federal Office of Meteorology and Climatology boosts employee productivity with self-service helpdesk

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Charter Manufacturing

Steel industry leader improves patch deployment success rate 200% with optimal client management

Read the story

View all customer stories ›

Critical Capabilities in ITSM Software

Service Desk/Trouble Ticketing

The service desk is the single point of contact for IT Support, managing incidents and service requests, and handling communication with users. Automated ticket tracking, routing, and email notifications help resolve issues and requests efficiently, and self-service access for users helps them find answers to common problems quickly. With the right tool set your service desk can improve IT and business processes across the organization to run more efficiently.

IT Asset Management

Getting the most return from your IT investment starts with a clear view of all your hardware and software assets. IT asset management software should be able to discover IT assets throughout the environment (agent and agentless options) and connect IT assets to services for better change management and faster issue resolution. Look for manageability features that deploy, configure, and patch devices, operating systems, and applications.

Configuration Management Database (CMDB)

Every component, or configuration item, that needs to be managed to delivery an IT service, is contained in your CMDB. At any given time, you need assurance your information is accurate. BMC CMDB provides a complete, accurate, and up-to-date view of the people, processes, and technologies that make up your business and IT environments.

Cognitive Service Management

Artificial intelligence, chatbots, virtual agents, and the Internet of Things (IoT) are all driving dramatic changes in how enterprises will deliver services in the future. BMC Helix integrates cognitive technologies like artificial intelligence and machine learning into traditional IT service management, transforming every layer of service delivery for end users, agents, and developers.

ITIL®-Compliant Incident/Problem/Change Management

ITIL, the most widely accepted approach to IT service management, helps organizations use IT to realize business transformation and growth. Incident management is closely tied to other service management processes including problem and change management. Automating incident and problem management workflows can improve resolution times and prevent future incidents. Change management is the process designed to understand and minimize risks while making IT changes.

Service Catalog

Customers depend on your service catalog to request or access the IT services they need to be successful. BMC Helix Digital Workplace helps you avoid catalog sprawl by aggregating hardware, software, and services from multiple cloud-based and on-premises sources, turning your service catalog into a modern service app store.

Knowledge Management

Knowledge Management is the practice of capturing, organizing, and making available a body of knowledge within the service management organization to solve problems faster. By putting the right information in front of the right people at the right time you can reduce the burden on IT and significantly improve customer satisfaction.

Multi-Cloud Service Management

BMC Multi-Cloud Management solutions help optimize your current IT systems while ensuring a secure, cost-effective transition to the clouds of your choice. BMC Helix Multi-Cloud Service Management enables seamless brokering of incidents and changes directly between Helix Remedy and leading third-party cloud service providers.