BMC Helix ITSM Starter Service

68+ CREDITS

This Consulting Service configures Incident Management and Problem Management processes by applying industry standard best practices within BMC Helix ITSM.

What you get:

BMC will perform the following:

  • Conduct workshop to gather and load BMC Helix ITSM Foundation Data* for a single tenant
  • Configure incident management process based on BMC best practices
  • Configure problem management process based on BMC best practices
  • Demonstrate standard incident management and problem management use cases
  • Review out-of-the box reports
  • Configure single sign on by integrating BMC Remedy Single Sign On (“RSSO”) Solution with supported third-party identity provider
  • Configure people data integration with Microsoft Active Directory
  • Prepare Construction Document
  • All configuration will be done in one non-production environment and migrated to the production environment

Customer will be responsible for:

  • Providing details of identity provider to configure in BMC RSSO for single sign-on solution
  • Providing Microsoft Active Directory details to populate the people data
  • Ensuring availability of subject matter experts for workshop with BMC
  • Gathering data from relevant subject matter experts for loading Foundation Data into the system

BMC will provide this service with one of the approaches below:

Delivery Options Success Credits Required
Standard Delivery*
68
Country-Specific Staffing*
108

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

  • Construction Document

Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.

Pre-requisites:

  • Customer has installed and configured the BMC Helix Client Gateway solution

Additional information:

  • Estimated Duration: 7 weeks
  • In-scope Product: BMC Helix ITSM
  • Service Type: Deployment
  • Availability: Active
  • Success Service Code:
    • ITSM_STRT_003_OFFSHORE
    • ITSM_STRT_003_ONSHORE
  • Date Last Updated: 12/27/2023

Definitions:

Foundation Data: Foundation data is data required for the application to function properly and is defined as:

  • Companies
  • Organizations
  • Sites and Location Structures
  • Support Organizations and Groups
  • People (includes group memberships, application permissions, and functional roles)
  • Operational Services Catalog
  • Software Catalog

Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. The staffing choice from which country a BMC resource comes from will be mutually agreed to by BMC and Customer.

Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations.

Getting started is easy

Contact Success Concierge