BMC Helix ITSM (Remedy)


Predictive IT service management for your modern enterprise

Today’s Service Management is still human-driven and highly resource intensive. Traditional service management systems and processes are still manual, inaccurate, and slow, resulting in higher costs and lower productivity. To spend less time on upgrades and achieve the flexibility to add compute power on demand, enterprise companies are migrating workloads to the cloud. They expect easy and successful migration with reduced time and effort of upgrades by significant amounts. Cutting costs while having the power to scale elastically is one of the top priorities.

With the use of AI and machine learning, predictions will become even more accurate – automation helps IT to improve how it delivers services.

Excellent IT Service Management

Optimize IT service deployments with BMC Helix ITSM!

BMC Helix ITSM is a powerful, industry leading cognitive service management platform – fast, precise and cost-effective in the cloud, in hybrid environments or in the local data centre.

It integrates technologies such as artificial intelligence and machine learning into every step of service delivery to increase productivity, accuracy and speed while reducing costs. It replaces manual processes with intelligent automation to deliver smart experiences to employees and end users through any channel.

Highlights BMC Helix ITSM (former Remedy ITSM)

BMC Helix ITSM is a mobile digital enterprise management platform for improved employee productivity.

  • Predictive service management through auto-classification, assignment, and routing of incidents
  • Embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers
  • Integrations with tools such as Jira to support the DevOps approach
  • Cognitive email analysis and automated actions on behalf of the user
  • Easier upgrades thanks to cloud deployment mode
  • Predefined ITIL® processes, best practice reports and KPIs

Gartner Magic Quadrant

6th year in a row – Gartner Magic Quadrant names BMC as the leader in ITSM
Get a detailed analysis and the insights you need to choose the best service management for your business.

The complete BMC Helix ITSM suite offers you:

Incident & Problem Management

Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

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Knowledge Management

Bring key information to customers and support personnel, right where they need it.

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BMC Helix Multi-Cloud Service Management

Deliver a seamless service experience across multi-cloud environments.

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Smart Reporting

Turn powerful reports into stunning dashboards quickly and easily.

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Change Management

Document and coordinate activities for change requests across your entire IT landscape—from data centres to desktops.

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Release Management

Combine multiple change requests into a single release and manage all related activity in support of a successful release.

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BMC Helix Digital Workplace

Deliver intelligent, omni-channel self-service experiences.

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Asset Management

Provide complete lifecycle management of your IT assets, from procurement to end-of-life.

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Configuration Management (CMDB)

Support ITSM processes by providing a single source of reference for all your IT infrastructure and services.

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Service Request Management

Define a catalog of service request types that reflect what services you offer to your internal or external customers.

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Service Level Management

Get the tools you need to define, track, and report service levels.

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Trust in our expertise!

Our ITConcepts’ BMC ITSM consulting team is certified and has more than 20 years of experience with design, implement and support of BMC Remedy ITSM solutions. We can provide organizations assistance during the initial planning & assessment phase all the way through implementation and training.

BMC Helix Business Calculator

Check out the Total Economic Impact Estimator for BMC Helix. Enter your metrics, to determine a high-level estimate of the economic impact based on your specific business environment.

  • Incremental revenue from improved customer enrollment rates.
  • Incremental revenue from faster time-to-market following M&A activity.

Case Study

Michel Camenzind
ICT-Manager, MeteoSchweiz
Our employees love the Digital Workplace because they are so cool interfaces. As a result, we track and track more tickets than before. In the past we have collected on average 250 to 300 tickets per month. Now we collect 600 to 650 tickets per month - without increasing the number of employees.
Jürg Sutter
ITSM Manager, Zürcher Kantonalbank
ITConcepts supported us with the integration of BMC Remedy, Discovery and ProactiveNet with in-depth expertise. We were able to map our IT processes in the desired breadth and optimally integrate the various tools and adapt them to our general conditions.

Do you have questions concerning BMC Helix ITSM?

    Contact us

    Simply call, E-Mail or fill out the contact form and we will have an IT Consultant respond to your enquiry as soon as possible.

    ITConcepts Switzerland
    Grundstrasse 10
    6343 Rotkreuz

    +41 41 790 33 33

    opening times:
    Monday – Friday: 08.00am – 05.00pm