BMC Helix ITSM Features

Prioritizes tickets based on factors configured by the user.

Notifies the IT team when a ticket needs action.

Provides a forum for answers to common questions.

Integrates knowledge base articles into a ticket.

Displays important metrics relating to performance.

Tracks time worked on a ticket.

Enables access to service desk features via mobile device.

Enables employees to view the status of their tickets.

Provides a directory of all users within an organization.

Enables access to service desk features through multiple channels such as email, phone, or the portal.

Tools to track and implement required IT changes in a system.

Tools to organize and manage all IT assets within an organization.

A means to view and analyze a large amount of data in order to gain business insights.

A place for users to submit tickets when they require IT help.

Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.

The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Provides a service desk for users to submit tickets for IT-related issues.

Tracks action-by-action asset performance with machine- or human-readable logs.

Creates alerts when tracked assets encounter errors or performance issues.

Automates repetitive tasks associated with IT service operations and maintenance.

Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.

Provides administrative tools for routine maintenance, upkeep, and tracking.

Gives administrators control over user privileges and accessibility for IT assets.

Gives administrators control over hardware and software resource allocation and tracking.

Controls policies and configurations across business applications and hardware.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives