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What you get:
BMC Helix will perform the following:
Base Offering:
- Conduct up to 1 workshop for up to half a day to capture customer Service Level Management requirements
- Configure up to 8 OOTB Service Targets and 1 Agreement based on the captured and shared requirements
- Enable OOTB automatic notifications to groups for approaching or breaching service targets
- Prepare Construction Document
- Validate the service targets and promote to QA and Prod
- Conduct knowledge transfer with customer for up to half day
Add-On Offering:
(This has a dependency on Base Offering service. This requires Construction document as Input from the Base Offering):
- Capture additional Service Level Management requirements
- Configure up to 4 OOTB Service Targets based on the captured and shared requirements
- Enable OOTB automatic notifications to groups for approaching or breaching service targets
- Update Construction Document to capture these 4 additional OOTB Service Targets
- Validate the service targets and promote to QA and Prod
- Conduct knowledge transfer with customer for up to quarter day
Customer will be responsible for:
- Ensuring availability of Subject Matter Experts for workshop with BMC Helix
- Gathering data from relevant Subject Matter Experts to properly create service targets, service level agreements
- Populate data related to service targets and share with BMC Helix
- Providing access to DEV, QA and Prod
- Prepare, execute and document relevant test cases
- Customer has installed and configured the BMC Helix ITSM for which the SLM Targets will be configured
- Foundation data has been populated alongside with business schedules which will be required for the SLM Configuration
BMC Helix will provide this Service with one or many of the approaches below:
Delivery Options
| Success Credits Required
| Success Service Code
|
Standard Delivery*
| 7
| SLM-BASE-01
|
Country-Specific Staffing*
| 13
| SLM-BASE-02
|
Standard Delivery*
| 2
| SLM-ADDON-01
|
Country-Specific Staffing*
| 5
| SLM-ADDON-02
|
Pre-requisites:
- Customer must have an existing Helix ITSM Environment version 23.x or above installed
Additional information:
- Estimated Duration: 8-13 Days
- In-Scope Products: Helix ITSM, SLM
- Service Type: Activate
- Owner: Helix
- Date Last Updated: 02/25/2026
Deliverables:
Using BMC Helix 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. Consultant days must be booked in no less than 8-hour increments/full days.
Definitions
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.
Foundation data is data required for the application to function properly
- Companies
- Organizations
- Sites and Location Structures
- Support Organizations and Groups
- People (includes group memberships, application permissions, and functional roles)
- Operational Services Catalog
- Software Catalog