What you get:

BMC will perform the following for each service selected in one environment:

• Conduct to half a day’s workshop for gathering customer requirements and assessment of existing Incident and/or Problem management processes, including roles, validate foundation data (CTIs), and production deployment (real-time data considerations)

Real-time Incident Correlation

• Configure real-time incident correlation up to five settings and up to five clustering jobs
• Test and Validate correlation jobs and resulting data clusters
• Provide best practices for configuring jobs for real-time incident correlation
• Configuration of up to five jobs to run analytics on historic incident data
• Leverage AI clustering technology to identify patterns of recurring incidents

Proactive Problem Management

• Automate creation of up to five problem tickets
• Configuration of up to five Proactive Problem Management jobs
• Test and validate jobs and validate resulting data clusters
• Provide best practices for configuring jobs for and proactive problem management
• Prepare Solution Design Document and Construction Document 
• Provide a knowledge transfer/walkthrough session with Customer

Customer will be responsible for:

• Attending workshop and collaborating with relevant Customer roles.
• Providing required access and privileges for BMC Helix ITSM Incident Management and BMC Helix ITSM Problem Management
• Providing access to relevant domain expert resources to share documentation on business context, use cases, architecture, existing processes, organization, or governance practices
• Customer Incident Management data should be accurate and mature enough for Incident Correlation clustering to provide value e.g., Development or QA environments may not have accurate or adequate Incident data that will reflect capability
• Production environment should be accurate and mature enough for Incident Correlation clustering to provide value

Deliverables:

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

• Solution Design Document
• 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. From delivery start date, the service must be consumed and completed within 30 business days. Consultant days must be booked in no less than 4-hour increments/full days. 

Pre-requisites:

• BMC Helix ITSM with Incident and Problem Management must be configured
• BMC Helix Insights license must be applied to target environment
• Customer to define the scope of the functions and processes to include in the Requirements Workshops, e.g. Production configuration for real-time data validation
• Customer Incident Management data should be accurate and mature enough for Incident Correlation clustering to provide value e.g., Development or QA environments may not have accurate or adequate Incident data that will reflect capability
• Production environment should be accurate and mature enough for Incident Correlation clustering to provide value

Additional information:

• Estimated Duration: 1 weeks
• In-Scope Product(s): BMC Helix ITSM and ITSM Insights
• Service Type: Activate
• Owner: Helix
• Date Last Updated: 03/03/2026